February 22, 2018 [redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted] RE: Complaint ID [redacted]...
To Whom It May Concern: We are in receipt of the Complaint filed by Ms. [redacted] with the Revdex.com on February 11, 2018. We have reviewed our file and appreciate the opportunity to respond to Ms. [redacted]’s concerns. At this time, our Director of Client Operations, [redacted], has contacted Ms. [redacted] to address her concerns directly. Please see below the steps taken by our Associate to address Ms. [redacted]’s Complaint. Ms. [redacted] filed her taxes online at [redacted]. On January 25, 2018, when the IRS acknowledged Ms. [redacted]’s tax return, her information, including her bank account information, was transmitted to Republic Bank for processing. Upon receipt of the information, Republic Bank sent a $0.00 test deposit to ensure to the Wells Fargo account Ms. [redacted] provided was an open and active account. On January 31, 2018, Wells Fargo responded to the test deposit advising us the account could not be located. The NACHA return code provided by Wells Fargo was R03, which indicates: “No account/unable to locate.” As a result, Republic changed the disbursement method from direct deposit to a check, and Republic sent to Ms. [redacted] that same day an email explaining the change. A copy of the email sent to Ms. [redacted] on January 31 is enclosed. Prior to receipt of this Complaint, Ms. [redacted] had not contacted Republic Bank to discuss this matter. Upon receipt of the complaint, Mr. [redacted] reached out to discuss Ms. [redacted]’s concerns. Mr. [redacted] confirmed during the conversation that the account number Ms. [redacted] had provided to Republic Bank via TaxACT was missing a digit. Mr. [redacted] explained to Ms. [redacted] this was, more than likely, the reason Wells Fargo returned the $0.00 test deposit. During the conversation, Mr. [redacted] changed the account number to the correct account number. Following this correction to Ms. [redacted]’s account information, and upon Republic’s receipt of Ms. [redacted]’s refund from the IRS, the refund will be deposited to the Wells Fargo account she has designated. Thank you again for the opportunity to address Ms. [redacted]’s concerns, and as always, we value our partnership with the Revdex.com Louisville. Please do not hesitate to contact us if we can be of further assistance in this matter. Sincerely, [redacted] Associate Counsel Republic Bank & Trust Company [redacted] Louisville, Kentucky 40202 Enc. (1)
On 8/6/15 [redacted] called the Republic Contact Center. [redacted] stated that [redacted] had charged her account in error for $10.89, but advised they would be refunding her and asked that the Bank fees also be immediately be refunded by the Bank. She was advised that the...
Bank fees would not be refunded as there was no error by Republic as her account was overdrawn and fees were therefore appropriately assessed in accordance with her Bank Account Agreement provisions. While the client states she is not responsible for an error made by [redacted]l, Republic also is not responsible for the merchant error. Republic advised her to contact the merchant that made the error and ask [redacted] for reimbursement of the resulting Bank fees.
March 6, 2017 [redacted] [redacted] To Whom It May Concern: Thank you for bringing this complaint to our attention and allowing Republic...
Bank & Trust Company (“Republic”) to respond. [redacted] filed his taxes through an online tax software company [redacted] When filing his taxes online, [redacted] applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to his account at another bank via Automated Clearing House. This bank product is called a Refund Transfer. As stated in M[redacted] Bank Product Application and Agreement, Republic does not guarantee the timing or the amount of [redacted] federal or state tax refund. [redacted] claims that the [redacted] released funds on February 15th. Unfortunately, the [redacted] did not release [redacted] refund until February 21st. [redacted] refund was processed that same day and a check was mailed to him. [redacted] cashed the check on March 1, 2017. Although [redacted] did receive a Republic product, the complaint should have been addressed to the [redacted] If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone [redacted] Sincerely, *
[redacted]
October 19, 2016
Revdex.com, Inc.
844 S. 4th Street
Louisville, KY 40203-2186
RE: [redacted]; Complaint ID [redacted]
Dear Conciliation Department:
We are in receipt of the referenced complaint, and appreciate the opportunity to respond.
When Mr. [redacted] initiated...
a pay-in-full payment of his [redacted] account balance on 9/29/2016, our agent did not recognize that a previously authorized ACH payment was already queued for the next day, resulting in an overpayment. We have researched our records of the events leading up to this complaint and can see that this matter was not handled appropriately. For this, we sincerely apologize.
Mr. [redacted]’ experience was not to the standard that we expect; we will provide appropriate coaching to the agents and Supervisor involved. Mr. [redacted]’ refund was processed on 10/13/2016. He was satisfied with this result.
Thank you for the opportunity to address this matter.
Sincerely,
[redacted] Vice President, Associate Counsel
Republic Bank & Trust Company
601 West Market Street
Louisville, Kentucky 40202
March 10, 2016 THE Revdex.com, INC. 844 S. 4th Street Louisville, KY 40203-2186 Re: Complaint – [redacted] To Whom It May Concern: Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to...
respond. Ms. [redacted] filed her taxes through an online tax software company (“[redacted]”). When filing her taxes online, Ms. [redacted] applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via Automated Clearing House. This bank product is called a Refund Transfer. Republic received $2,372.00 from the IRS in the name of Ms. [redacted]. We deducted the authorized fees (Refund Transfer fee of $21.99 and a tax preparation fee of $44.97) and released the remainder of Ms. [redacted]’ tax refund ($2,307.04) to the account Ms. [redacted] instructed. Ms. [redacted]’ acknowledged amount on her tax return was $3,674.00, exactly $1,300.00 less than what was sent by the IRS. As stated in the Bank Product Application and Agreement that Ms. [redacted] agreed to, we cannot guarantee when or in what amount the IRS will disburse Ms. [redacted]’ tax refund. Unfortunately, Ms. [redacted] must contact the IRS to determine why her tax refund was less than her tax return stated. We have attempted to contact Ms. [redacted] to explain the situation, but have not been successful. If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone ([redacted]) or email ([redacted]). Sincerely, [redacted] Vice President, Associate Counsel Republic Bank & Trust Company [redacted]
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12701500, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
April 8, 2016THE Revdex.com, INC.844 S. 4th StreetLouisville, KY 40203-2186 [redacted]To Whom It May Concern:Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond. ...
Ms. [redacted] filed her taxes through an online tax software company (“[redacted]”). When filing her taxes online, Ms. [redacted] applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via Automated Clearing House. This bank product is called a Refund Transfer. Ms. [redacted] is complaining that she did not receive her Refund Transfer. When she applied for the Refund Transfer, Ms. [redacted] provided an account number for the receipt of her Refund Transfer. Republic contacted Ms. [redacted] and verified that we sent her funds to the account number she provided. Ms. [redacted] confirmed that Republic acted correctly. Unfortunately, Ms. [redacted] did not receive her Refund Transfer. As such, Republic is now helping Ms. [redacted] retrieve her funds from [redacted] Bank. Ms. [redacted] is satisfied with Republic’s answer and assistance in this matter. If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone [redacted] or email [redacted]. Ultimately, this complaint would have been properly addressed to [redacted] Bank. However, Republic is happy to respond to Ms. [redacted] in order to expedite her answer. Sincerely,[redacted]Vice President, Associate CounselRepublic Bank & Trust Company601 West Market StreetLouisville, Kentucky 40202
March 3, 2016THE Revdex.com, INC.844 S. 4th StreetLouisville, KY 40203-2186 Re: Complaint – [redacted]To Whom It May Concern:Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond. Mr....
[redacted] filed his taxes through an online tax software company (“[redacted]”). When filing his taxes online, Mr. [redacted] applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to his account at another bank via Automated Clearing House. This bank product is called a Refund Transfer. Unfortunately, when Republic attempted to ACH his Refund Transfer, Mr. [redacted]’s bank rejected the funds. After speaking with Mr. [redacted], Republic agreed to send Mr. [redacted] a check via UPS ground. Mr. [redacted] was satisfied with this result and subsequently cashed the check on February 29, 2016. If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (502-[redacted]) or email ([redacted]).Sincerely,[redacted]Vice President, Associate CounselRepublic Bank & Trust Company601 West Market StreetLouisville, Kentucky 40202
March 5, 2018 Revdex.com, Inc. ATTN: Conciliation Department 844 S. 4th Street Louisville, KY 40203-2186 RE: Complaint ID: [redacted]
* To Whom...
It May Concern: We are in receipt of the Complaint submitted by Ms. [redacted] on February 23, 2018 to the Louisville Revdex.com, and appreciate the opportunity to respond to Ms. [redacted]’ concerns. It is our understanding of Ms. [redacted]’ Complaint that she requested that her tax refund be delivered to her in the form of a check, rather than the original account she designated, as a result of potential fraud on the original account she designated. We have reviewed our records and can supply the following response to Ms. [redacted]’ concerns. On January 19, 2018 when the IRS acknowledged and accepted Ms. [redacted]’ tax return, her information was transmitted to Republic Bank from TaxACT for processing. On February 17th and February 20th, Ms. [redacted] contacted Republic Bank to check the status of her refund and was advised it had not yet been received. On February 20th at approximately 6:22PM, Ms. [redacted] contacted Republic Bank to advise her account had been “hacked” and, as a result, had been closed. We advised her if the account is closed, the deposit to her account as requested will not process, and the funds will be returned to Republic to be reissued as a check. The following day, February 21st, Ms. [redacted]’ refund was received, processed, and sent out via ACH to the account on file. Her next phone call was at approximately 11:00AM that same day, at which point, Republic was unable to stop the deposit to her account. Unfortunately, Ms. [redacted] was incorrectly advised to complete a Direct Deposit Research Form requesting her disbursement be changed from a Direct Deposit to a Check. While this is normally an option in circumstances such as these, it was too late in Ms. [redacted]’ case. All of Ms. [redacted]’ subsequent calls were to check on the status of the Direct Deposit Form she faxed to Republic on February 21st. The form was received and processed at 10:24PM on February 21st. On February 24th, Ms. [redacted]’ bank returned the deposit to Republic as NACHA Return Code R02, indicating the account was closed. The following day, Ms. [redacted]’ funds were reissued as a check, per her request. The check was mailed to the address on file for Ms. [redacted] on February 27, 2018. We have been unable to reach Ms. [redacted] via telephone since the receipt of her complaint, however, an email was sent to Ms. [redacted] on February 27th advising her that the check she requested was being mailed and Ms. [redacted] was provided a direct contact number should she have any follow up questions or concerns. A copy of that email is enclosed for your reference. Since that time, as you can see from the email correspondence, we can confirm that Ms. [redacted] received her check and that check was cleared on March 2, 2018. We apologize for any inconvenience Ms. [redacted] experienced as a result of the change from a direct deposit to a check to disburse her tax refund funds. If we can be of further assistance to Ms. [redacted], she can reach [redacted], our Director of Client Operations, directly at ###-###-####. Thank you for the opportunity to address Ms. [redacted]’ concerns. We value our relationship with Revdex.com Louisville, and look forward to working with you in the future. If we can be of further assistance, or if additional information is required, please do not hesitate to contact us. Sincerely, [redacted] Associate Counsel Republic Bank & Trust Company 601 West Market Street Louisville, Kentucky 40202 [redacted] Enc. (1)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The Complainant has expressed concern regarding $180.00 overdraft fees charged to his account due to unavailable funds at the time six (6) transactions posted to his account. It is Republic’s belief that a lack of understanding in the posting process has caused [redacted] confusion....
Republic’s account rules (Exhibit A) list the posting order for each category of transaction. The first transactions to post on the account are [redacted] (ACH) items such as preauthorized automatic debits and checks converted to ACH items. Next, checks without a check number are processed followed by checks processed by check number. Next, transactions resulting from the use of debit or ATM cards including ATM withdrawals and point of sale transactions are combined and processed in the order of lowest to highest dollar amount. Finally, all fees are assessed. Five of the transactions referred to in the Complaint were point of sale transactions, meaning they were made directly at the merchant’s location. It is important to note that although a transaction might have occurred on a given day, it is not immediately posted to the account. Before the posting order explained above can begin, Republic has to have received the transaction from the merchant, which does not always occur on the same day the transaction was made because merchants may combine all transactions made on a particular day or over the course of several days before sending them to the appropriate bank. Moreover, if the transaction is received by the Bank after 4:00 p.m. EST or on a weekend or holiday, the transaction will not be posted until the following business day. This matter is best addressed and responded to in a time line format which follows: 12/9/2016: A point of sale transaction [redacted]. As shown in Exhibit E, the transaction was received from the merchant on 12/10/2016. Since the 10th was a Saturday, the transaction did not post until Monday, December 12th. 12/9/2016: A point of sale transaction in the amount of $7.41 was made at Rally’s. The transaction was received from the merchant on 12/11/2016. Due to that day being a Sunday, the transaction posted to the account the next business day. 12/9/2016: A point of sale transaction in the amount of $7.74 was made at Chick-fil-A. The transaction was received from the merchant on 12/11/2016. Due to that day being a Sunday, the transaction posted to the account the next business day. 12/9/2016: A point of sale transaction [redacted] The transaction was received from the merchant on 12/11/2016. Due to that day being a Sunday, the transaction posted to the account the next business day. 12/10/2016: A point of sale transaction [redacted] The transaction was received from the merchant on 12/12/2016 and posted on the same day as it was received before 4:00 p.m. EST. 12/12/2016: An ACH debit [redacted], prior to the point of sale transactions listed above, according to Republic’s disclosed posting order. This transaction caused the account to be overdrawn and therefore be assessed a $36.00 overdraft fee. The other five transactions posted on this day also, explaining the other fees assessed to the account. For these reasons, Republic denies any responsibility for any fees incurred due to unavailable funds as each item posted according to the Bank’s disclosed account rules. However, as a courtesy only for the third time this year, Republic agrees to waive half of the fees. [redacted] account will therefore be credited $90.00. Due to the several waivers previously granted, Republic is not willing to further accommodate [redacted] by granting any more waivers unless an error by Republic is established.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This document doesn't answer any questions in the least, really, as it relates to those who choose to have **'s "Overdraft Honor" active. When I spoke to the gentleman at the bank when signing up, he asked me if I wanted the overdraft. and I specifically said no due to reasons mentioned previously. He had me sign a paper and check the box declining overdraft protection for my account. I did not make a lot of deposits, no, and usually used the money placed therein for bills soon after. When the $2500 was placed on 8/29/14, it was in preparation for the emergency moving out of state also aforementioned. These funds were to aid me in moving out of Kentucky, and to help with setting up upon moving into our new location. I wasn't aware of [redacted] overdrafting, but then, I didn't think I had overdraft on the account to be concerned with such a thing. I know prior to this move there had been no overdrafts on my account.I did read through the attachment, however, and it says that Republic Bank should have my signed paperwork on file. I would like to see this, since I never signed an overdraft agreement with them. The only document signed related to this was to decline authorization for the overdraft program, after an extensive conversation with their representative at the [redacted] location in Louisville. Further, this does not offer a proposed solution to the situation, or respond to my offers to pay the amount that [redacted] returned to me ($410.57) and clear/close the account and remove my name from this [redacted] Systems database that is making it difficult for myself and my children to have bank accounts opened in my new location. If the hang is the $1.59 that I was unaware of until now from [redacted], I will happily add in that number to total $412.16, if this is agreeable to you. Please advise.Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I feel like the "setup" fee and/or maintenance yearly fee should also be waived. Since I will not have the account for a year. I WAS a new customer.
Regards,
[redacted]
February 22, 2018 [redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted] RE: Complaint ID [redacted]...
To Whom It May Concern: We are in receipt of the Complaint filed by Ms. [redacted] with the Revdex.com on February 11, 2018. We have reviewed our file and appreciate the opportunity to respond to Ms. [redacted]’s concerns. At this time, our Director of Client Operations, [redacted], has contacted Ms. [redacted] to address her concerns directly. Please see below the steps taken by our Associate to address Ms. [redacted]’s Complaint. Ms. [redacted] filed her taxes online at [redacted]. On January 25, 2018, when the IRS acknowledged Ms. [redacted]’s tax return, her information, including her bank account information, was transmitted to Republic Bank for processing. Upon receipt of the information, Republic Bank sent a $0.00 test deposit to ensure to the Wells Fargo account Ms. [redacted] provided was an open and active account. On January 31, 2018, Wells Fargo responded to the test deposit advising us the account could not be located. The NACHA return code provided by Wells Fargo was R03, which indicates: “No account/unable to locate.” As a result, Republic changed the disbursement method from direct deposit to a check, and Republic sent to Ms. [redacted] that same day an email explaining the change. A copy of the email sent to Ms. [redacted] on January 31 is enclosed. Prior to receipt of this Complaint, Ms. [redacted] had not contacted Republic Bank to discuss this matter. Upon receipt of the complaint, Mr. [redacted] reached out to discuss Ms. [redacted]’s concerns. Mr. [redacted] confirmed during the conversation that the account number Ms. [redacted] had provided to Republic Bank via TaxACT was missing a digit. Mr. [redacted] explained to Ms. [redacted] this was, more than likely, the reason Wells Fargo returned the $0.00 test deposit. During the conversation, Mr. [redacted] changed the account number to the correct account number. Following this correction to Ms. [redacted]’s account information, and upon Republic’s receipt of Ms. [redacted]’s refund from the IRS, the refund will be deposited to the Wells Fargo account she has designated. Thank you again for the opportunity to address Ms. [redacted]’s concerns, and as always, we value our partnership with the Revdex.com Louisville. Please do not hesitate to contact us if we can be of further assistance in this matter. Sincerely, [redacted] Associate Counsel Republic Bank & Trust Company [redacted] Louisville, Kentucky 40202 Enc. (1)
On 8/6/15 [redacted] called the Republic Contact Center. [redacted] stated that [redacted] had charged her account in error for $10.89, but advised they would be refunding her and asked that the Bank fees also be immediately be refunded by the Bank. She was advised that the...
Bank fees would not be refunded as there was no error by Republic as her account was overdrawn and fees were therefore appropriately assessed in accordance with her Bank Account Agreement provisions. While the client states she is not responsible for an error made by [redacted]l, Republic also is not responsible for the merchant error. Republic advised her to contact the merchant that made the error and ask [redacted] for reimbursement of the resulting Bank fees.
March 6, 2017 [redacted] [redacted] To Whom It May Concern: Thank you for bringing this complaint to our attention and allowing Republic...
Bank & Trust Company (“Republic”) to respond. [redacted] filed his taxes through an online tax software company [redacted] When filing his taxes online, [redacted] applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to his account at another bank via Automated Clearing House. This bank product is called a Refund Transfer. As stated in M[redacted] Bank Product Application and Agreement, Republic does not guarantee the timing or the amount of [redacted] federal or state tax refund. [redacted] claims that the [redacted] released funds on February 15th. Unfortunately, the [redacted] did not release [redacted] refund until February 21st. [redacted] refund was processed that same day and a check was mailed to him. [redacted] cashed the check on March 1, 2017. Although [redacted] did receive a Republic product, the complaint should have been addressed to the [redacted] If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone [redacted] Sincerely, *
[redacted]
October 19, 2016
Revdex.com, Inc.
844 S. 4th Street
Louisville, KY 40203-2186
RE: [redacted]; Complaint ID [redacted]
Dear Conciliation Department:
We are in receipt of the referenced complaint, and appreciate the opportunity to respond.
When Mr. [redacted] initiated...
a pay-in-full payment of his [redacted] account balance on 9/29/2016, our agent did not recognize that a previously authorized ACH payment was already queued for the next day, resulting in an overpayment. We have researched our records of the events leading up to this complaint and can see that this matter was not handled appropriately. For this, we sincerely apologize.
Mr. [redacted]’ experience was not to the standard that we expect; we will provide appropriate coaching to the agents and Supervisor involved. Mr. [redacted]’ refund was processed on 10/13/2016. He was satisfied with this result.
Thank you for the opportunity to address this matter.
Sincerely,
[redacted] Vice President, Associate Counsel
Republic Bank & Trust Company
601 West Market Street
Louisville, Kentucky 40202
March 10, 2016 THE Revdex.com, INC. 844 S. 4th Street Louisville, KY 40203-2186 Re: Complaint – [redacted] To Whom It May Concern: Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to...
respond. Ms. [redacted] filed her taxes through an online tax software company (“[redacted]”). When filing her taxes online, Ms. [redacted] applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via Automated Clearing House. This bank product is called a Refund Transfer. Republic received $2,372.00 from the IRS in the name of Ms. [redacted]. We deducted the authorized fees (Refund Transfer fee of $21.99 and a tax preparation fee of $44.97) and released the remainder of Ms. [redacted]’ tax refund ($2,307.04) to the account Ms. [redacted] instructed. Ms. [redacted]’ acknowledged amount on her tax return was $3,674.00, exactly $1,300.00 less than what was sent by the IRS. As stated in the Bank Product Application and Agreement that Ms. [redacted] agreed to, we cannot guarantee when or in what amount the IRS will disburse Ms. [redacted]’ tax refund. Unfortunately, Ms. [redacted] must contact the IRS to determine why her tax refund was less than her tax return stated. We have attempted to contact Ms. [redacted] to explain the situation, but have not been successful. If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone ([redacted]) or email ([redacted]). Sincerely, [redacted] Vice President, Associate Counsel Republic Bank & Trust Company [redacted]
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12701500, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
April 8, 2016THE Revdex.com, INC.844 S. 4th StreetLouisville, KY 40203-2186 [redacted]To Whom It May Concern:Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond. ...
Ms. [redacted] filed her taxes through an online tax software company (“[redacted]”). When filing her taxes online, Ms. [redacted] applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to her account at another bank via Automated Clearing House. This bank product is called a Refund Transfer. Ms. [redacted] is complaining that she did not receive her Refund Transfer. When she applied for the Refund Transfer, Ms. [redacted] provided an account number for the receipt of her Refund Transfer. Republic contacted Ms. [redacted] and verified that we sent her funds to the account number she provided. Ms. [redacted] confirmed that Republic acted correctly. Unfortunately, Ms. [redacted] did not receive her Refund Transfer. As such, Republic is now helping Ms. [redacted] retrieve her funds from [redacted] Bank. Ms. [redacted] is satisfied with Republic’s answer and assistance in this matter. If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone [redacted] or email [redacted]. Ultimately, this complaint would have been properly addressed to [redacted] Bank. However, Republic is happy to respond to Ms. [redacted] in order to expedite her answer. Sincerely,[redacted]Vice President, Associate CounselRepublic Bank & Trust Company601 West Market StreetLouisville, Kentucky 40202
March 3, 2016THE Revdex.com, INC.844 S. 4th StreetLouisville, KY 40203-2186 Re: Complaint – [redacted]To Whom It May Concern:Thank you for bringing this complaint to our attention and allowing Republic Bank & Trust Company (“Republic”) to respond. Mr....
[redacted] filed his taxes through an online tax software company (“[redacted]”). When filing his taxes online, Mr. [redacted] applied to have Republic take out the tax preparation and bank fees, and then transfer the remaining refund to his account at another bank via Automated Clearing House. This bank product is called a Refund Transfer. Unfortunately, when Republic attempted to ACH his Refund Transfer, Mr. [redacted]’s bank rejected the funds. After speaking with Mr. [redacted], Republic agreed to send Mr. [redacted] a check via UPS ground. Mr. [redacted] was satisfied with this result and subsequently cashed the check on February 29, 2016. If there are any questions or concerns regarding this situation, please feel free to contact me directly by phone (502-[redacted]) or email ([redacted]).Sincerely,[redacted]Vice President, Associate CounselRepublic Bank & Trust Company601 West Market StreetLouisville, Kentucky 40202
March 5, 2018 Revdex.com, Inc. ATTN: Conciliation Department 844 S. 4th Street Louisville, KY 40203-2186 RE: Complaint ID: [redacted]
* To Whom...
It May Concern: We are in receipt of the Complaint submitted by Ms. [redacted] on February 23, 2018 to the Louisville Revdex.com, and appreciate the opportunity to respond to Ms. [redacted]’ concerns. It is our understanding of Ms. [redacted]’ Complaint that she requested that her tax refund be delivered to her in the form of a check, rather than the original account she designated, as a result of potential fraud on the original account she designated. We have reviewed our records and can supply the following response to Ms. [redacted]’ concerns. On January 19, 2018 when the IRS acknowledged and accepted Ms. [redacted]’ tax return, her information was transmitted to Republic Bank from TaxACT for processing. On February 17th and February 20th, Ms. [redacted] contacted Republic Bank to check the status of her refund and was advised it had not yet been received. On February 20th at approximately 6:22PM, Ms. [redacted] contacted Republic Bank to advise her account had been “hacked” and, as a result, had been closed. We advised her if the account is closed, the deposit to her account as requested will not process, and the funds will be returned to Republic to be reissued as a check. The following day, February 21st, Ms. [redacted]’ refund was received, processed, and sent out via ACH to the account on file. Her next phone call was at approximately 11:00AM that same day, at which point, Republic was unable to stop the deposit to her account. Unfortunately, Ms. [redacted] was incorrectly advised to complete a Direct Deposit Research Form requesting her disbursement be changed from a Direct Deposit to a Check. While this is normally an option in circumstances such as these, it was too late in Ms. [redacted]’ case. All of Ms. [redacted]’ subsequent calls were to check on the status of the Direct Deposit Form she faxed to Republic on February 21st. The form was received and processed at 10:24PM on February 21st. On February 24th, Ms. [redacted]’ bank returned the deposit to Republic as NACHA Return Code R02, indicating the account was closed. The following day, Ms. [redacted]’ funds were reissued as a check, per her request. The check was mailed to the address on file for Ms. [redacted] on February 27, 2018. We have been unable to reach Ms. [redacted] via telephone since the receipt of her complaint, however, an email was sent to Ms. [redacted] on February 27th advising her that the check she requested was being mailed and Ms. [redacted] was provided a direct contact number should she have any follow up questions or concerns. A copy of that email is enclosed for your reference. Since that time, as you can see from the email correspondence, we can confirm that Ms. [redacted] received her check and that check was cleared on March 2, 2018. We apologize for any inconvenience Ms. [redacted] experienced as a result of the change from a direct deposit to a check to disburse her tax refund funds. If we can be of further assistance to Ms. [redacted], she can reach [redacted], our Director of Client Operations, directly at ###-###-####. Thank you for the opportunity to address Ms. [redacted]’ concerns. We value our relationship with Revdex.com Louisville, and look forward to working with you in the future. If we can be of further assistance, or if additional information is required, please do not hesitate to contact us. Sincerely, [redacted] Associate Counsel Republic Bank & Trust Company 601 West Market Street Louisville, Kentucky 40202 [redacted] Enc. (1)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The Complainant has expressed concern regarding $180.00 overdraft fees charged to his account due to unavailable funds at the time six (6) transactions posted to his account. It is Republic’s belief that a lack of understanding in the posting process has caused [redacted] confusion....
Republic’s account rules (Exhibit A) list the posting order for each category of transaction. The first transactions to post on the account are [redacted] (ACH) items such as preauthorized automatic debits and checks converted to ACH items. Next, checks without a check number are processed followed by checks processed by check number. Next, transactions resulting from the use of debit or ATM cards including ATM withdrawals and point of sale transactions are combined and processed in the order of lowest to highest dollar amount. Finally, all fees are assessed. Five of the transactions referred to in the Complaint were point of sale transactions, meaning they were made directly at the merchant’s location. It is important to note that although a transaction might have occurred on a given day, it is not immediately posted to the account. Before the posting order explained above can begin, Republic has to have received the transaction from the merchant, which does not always occur on the same day the transaction was made because merchants may combine all transactions made on a particular day or over the course of several days before sending them to the appropriate bank. Moreover, if the transaction is received by the Bank after 4:00 p.m. EST or on a weekend or holiday, the transaction will not be posted until the following business day. This matter is best addressed and responded to in a time line format which follows: 12/9/2016: A point of sale transaction [redacted]. As shown in Exhibit E, the transaction was received from the merchant on 12/10/2016. Since the 10th was a Saturday, the transaction did not post until Monday, December 12th. 12/9/2016: A point of sale transaction in the amount of $7.41 was made at Rally’s. The transaction was received from the merchant on 12/11/2016. Due to that day being a Sunday, the transaction posted to the account the next business day. 12/9/2016: A point of sale transaction in the amount of $7.74 was made at Chick-fil-A. The transaction was received from the merchant on 12/11/2016. Due to that day being a Sunday, the transaction posted to the account the next business day. 12/9/2016: A point of sale transaction [redacted] The transaction was received from the merchant on 12/11/2016. Due to that day being a Sunday, the transaction posted to the account the next business day. 12/10/2016: A point of sale transaction [redacted] The transaction was received from the merchant on 12/12/2016 and posted on the same day as it was received before 4:00 p.m. EST. 12/12/2016: An ACH debit [redacted], prior to the point of sale transactions listed above, according to Republic’s disclosed posting order. This transaction caused the account to be overdrawn and therefore be assessed a $36.00 overdraft fee. The other five transactions posted on this day also, explaining the other fees assessed to the account. For these reasons, Republic denies any responsibility for any fees incurred due to unavailable funds as each item posted according to the Bank’s disclosed account rules. However, as a courtesy only for the third time this year, Republic agrees to waive half of the fees. [redacted] account will therefore be credited $90.00. Due to the several waivers previously granted, Republic is not willing to further accommodate [redacted] by granting any more waivers unless an error by Republic is established.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This document doesn't answer any questions in the least, really, as it relates to those who choose to have **'s "Overdraft Honor" active. When I spoke to the gentleman at the bank when signing up, he asked me if I wanted the overdraft. and I specifically said no due to reasons mentioned previously. He had me sign a paper and check the box declining overdraft protection for my account. I did not make a lot of deposits, no, and usually used the money placed therein for bills soon after. When the $2500 was placed on 8/29/14, it was in preparation for the emergency moving out of state also aforementioned. These funds were to aid me in moving out of Kentucky, and to help with setting up upon moving into our new location. I wasn't aware of [redacted] overdrafting, but then, I didn't think I had overdraft on the account to be concerned with such a thing. I know prior to this move there had been no overdrafts on my account.I did read through the attachment, however, and it says that Republic Bank should have my signed paperwork on file. I would like to see this, since I never signed an overdraft agreement with them. The only document signed related to this was to decline authorization for the overdraft program, after an extensive conversation with their representative at the [redacted] location in Louisville. Further, this does not offer a proposed solution to the situation, or respond to my offers to pay the amount that [redacted] returned to me ($410.57) and clear/close the account and remove my name from this [redacted] Systems database that is making it difficult for myself and my children to have bank accounts opened in my new location. If the hang is the $1.59 that I was unaware of until now from [redacted], I will happily add in that number to total $412.16, if this is agreeable to you. Please advise.Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I feel like the "setup" fee and/or maintenance yearly fee should also be waived. Since I will not have the account for a year. I WAS a new customer.
Regards,
[redacted]