Dear Mr [redacted] We are in receipt of your recent letter to the Revdex.comIt can be frustrating when you don't understand actions we take involving your account so we appreciate the opportunity to address your concerns.When you established your account with us, we provided you a disclosure packet which included our Funds Availability PolicyThis policy strictly complies with Federal Reserve Regulation CC and is posted in each of our branch locationsAnother copy of the policy is enclosed for your referenceUpon research of your concerns, we found that a delayed funds availability hold was placed on the $2,Pacific Range Inccheck you deposited on April 4, This hold was placed on April 6, during our post deposit review when we received confidential information indicating the item may not be paidWhen we placed that hold, a notice of delayed funds availability (copy enclosed) was mailed to youOur records show we released the hold on April 8th after receiving confirmation of final payment from the paying bankThe following day, you visited our Hudson Oaks banking center and closed your accountIn accordance to Regulation CC we have refunded all fees directly related to the delayed availability hold and enclosed cashier's check number [redacted] for $We wish you much success in your future financial endeavorsSincerely, [redacted] Support Operations
April 15, 2015*** *** *** *** *** *** *** ** ***Re: RevDex.com Case # *** Dear *** ***:I am in receipt
of your letter to the Revdex.com (Revdex.com)I attempted to call you at
the number provided in your letter and left you a message but have not
yet
received a return call.When you use an
ATM not owned by your financial institution and you feel a transaction error
has occurred, consumer protection rules state your claim is to be filed with
the financial institution who issued you the cardHaving said that, our
records show we identified the dispense error on March 13th and
submitted a reversal transaction that same day through our processor to your
financial institution showing the correct debit amount should be $123.50.If your account
statement shows you were charged for the original requested amount of $400.00,
please have your financial institution contact me directly at ###-###-#### so
that we can provide them with information enabling them to resolve the issue
quickly.Sincerely,*** *** *** ***Support OperationsCC:
Revdex.com
Dear Mr. [redacted] We are in receipt of your recent letter to the Revdex.com. It can be frustrating when you don't understand actions we take involving your account so we appreciate the opportunity to address your concerns.When you established your account with us, we provided...
you a disclosure packet which included our Funds Availability Policy. This policy strictly complies with Federal Reserve Regulation CC and is posted in each of our branch locations. Another copy of the policy is enclosed for your reference. Upon research of your concerns, we found that a delayed funds availability hold was placed on the $2,500.00 Pacific Range Inc. check you deposited on April 4, 2015. This hold was placed on April 6, 2015 during our post deposit review when we received confidential information indicating the item may not be paid. When we placed that hold, a notice of delayed funds availability (copy enclosed) was mailed to you. Our records show we released the hold on April 8th after receiving confirmation of final payment from the paying bank. The following day, you visited our Hudson Oaks banking center and closed your account. In accordance to Regulation CC we have refunded all fees directly related to the delayed availability hold and enclosed cashier's check number [redacted] for $204.00. We wish you much success in your future financial endeavors. Sincerely, [redacted]Support Operations
Please see attachment for a copy of our response to Ms. [redacted].I am in receipt of your letter to the Revdex.com and apologize that our service did not meet your expectations when you visited our banking center to close your checking account number ending in [redacted].When you established...
Convenience Checking account xxxxx[redacted] on October 3, 2015, you were provided a disclosure packet which included "A Clear and Concise Guide to the Convenience Checking Account" (enclosed) which disclosed your account would be charged a $5.00 monthly maintenance fee unless you enroll the account in E-Statements or "paperless delivery" of account statements.To assist customers who establish a Convenience Checking account but cannot immediately enroll in E-Statements, we automatically waive the monthly maintenance fee during your first monthly statement cycle. We show you were given this courtesy during your October 2015 statement cycle. When the aforementioned criteria were not met, the $5.00 monthly maintenance fee was applicable at the end of each statement cycle on the dates of November 13, 2015 and December 13, 2015.We show your account was assessed a $35.00 negative balance fee on November 18, 2015 when the account remained overdrawn for six (6) consecutive banking days. When no deposits were made to return the account to good standing, the overdrawn balance was charged off on January 12, 2016. I have enclosed copies of your monthly statements from October 3, 2015 to January 12, 2016 for your reference.Although fees were assessed in accordance with the account disclosure, we have credited your account in the amount of $52.37. The account is now closed at a zero balance.
It was a pleasure to speak with you today about your letter to the Revdex.com.During our call, we discussed your overdraft privilege election, and the way overdrafts, NSF, and negative balance fees are assessed to an account. As a reminder, an NSF fee will be assessed for each check, ACH...
transaction and bill payment that is returned because you do not have enough money in your account. We will not charge this fee if the item we return is $1 or less.Although you have elected not to have overdraft privilege, your account may still become overdrawn.The Bank may be legally obligated or have the contractual right to pay certain items resulting in an overdraft in your account. Examples include, but are not limited to, ATM withdrawal and pre-authorized Debit MasterCard transactions.To resolve this matter amicably, we have processed refunds totaling $136.00 to your account ending in [redacted]. You confirmed your understanding of the overdrafts, NSF and negative balance fees, and stated you would continue your account relationship with us.Should you have additional questions or concerns, please do not hesitate to contact me directly at [redacted]
Re: Revdex.com [redacted] Dear Ms. [redacted] We are in receipt of your letter to the Revdex.com. We appreciate the opportunity to provide you with information as to why your March 24, 2016 electronic funds transfer claim for an alleged unauthorized debit of $154.90 by Bistro MD Moto was denied. We follow Federal Reserve Bank Regulation E guidelines when investigating unauthorized electronic debit activity claims. During our initial phone interview, we asked you if you had conducted business with this merchant in the past. You acknowledged that you had on March 5, 2016 when you placed one order of their product for your sister [redacted]. You also provided us with an email containing the cancellation request to Bistro MD for the week of March 14, 2016 to March 20, 2016. As part of our investigation, we contacted the merchant who confirmed that on March 4, 2016 at 7:23 a.m., you had placed an order through their website for a five day meal plan. The merchant also confirmed that on that same date at approximately 10:10 a.m., you elected not to participate in their meal plan for the weeks of March 14, 2016 to March 20, 2016, March 28, 2016 to April 3, 2016, and April 11, 2016 to April 17, 2016. The merchant states they have not received a cancellation request from you for the week of March 21, 2016 to March 27, 2016 and that payment was the one you were disputing. The merchant also stated they were willing to work with you to resolve any billing errors. Based on our understanding this was a merchant billing dispute and not unauthorized activity, we sent you the enclosed letter dated March 29, 2016. A further search of our records show, a credit of $154.90 from Bistro MD was posted to your account on April 8, 2016. In reference to the disputed $39.95 debit transaction by www.Tekaidcs.com, our records show we provided your account with provisional credits totaling $110.95 on April 6, 2016 while we continued our investigation. This credit includes the amount of the disputed transaction as well as the associated fees. A notice outlining this action is enclosed for your reference. As permitted by Federal Regulation E, we have ninety (90) days to complete our investigation and provide you with a response. Should you have additional questions, you may call Customer Support, send us an Online Banking Secure Message, or visit our website to participate in Live Chat or to complete a Feedback Form.
Thank you for taking time out of your busy work day to speak with me about the concerns outlined in your letter to the Revdex.com.As discussed during our call, we have finalized your May 15, 2016 unauthorized debit activity claim on May 17, 2016 with credits totaling $74.39 to your...
checking account ending in [redacted]. A copy of our determination letter is enclosed for your reference.As a reminder, Federal Reserve Regulation E allows ten (10) business days from receipt of the report for a financial institution to investigate and resolve the claim. If at the end of the ten (10) day period we have not resolved the claim, we will provisionally credit your account in the amount of the alleged error (including fees where applicable) while we continue our investigation. If the alleged error involved a new account, we may take up to twenty (20) business days to conduct our investigation and correct any errors. If we determine that the investigation will take us longer to complete, we will provisionally credit the new account within twenty (20) business days. An account is considered new for thirty (30) days after the first deposit is made.Should you require further information or assistance, you are welcome to submit a Customer Feedback
We are in receipt of your follow-up correspondence to the Revdex.com.Accompanying our letter dated August 4, 2016 were documents titled DDA Holds/Transactions History which outlines your transaction activity from July 12th to July 18th. When you reviewed these documents you would have noted that no deposits were received for your account on July 18, 2016 when the electronic debit to Elephant Insurance presented to the account for payment. We show your direct deposit from Texas OAG was received and posted on July 19, 2016.Account number ending in [redacted] was established as a Power Checking account. This account product is listed on each monthly statement generated for your account. We have no records of a savings account for you or your daughter.
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Again the security draft...
was taken first and I had enough money in the bank to cover the security draft. Your bank changed the dates to make it look like the car payment was taken first which is total lie. This is not over until I get the $34 back the bank owes me. Changing the dates on auto drafts is a felony on the banks behalf. Changing draft dates so they can charge double overdraft fee is a felony also. This issue will be escalated because apparently the Revdex.com does not care to enforce felonies the bank are trying to lie about which is complete [redacted]. I will escalate this to the banks insurance company and the US government but again this is not over by far. Banks robbing people by changing the drafts dates so they can charge double drafts are going to stop.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The response does not address missing ssdi deposit. 2. activity on the account years later. 3. all my attempts to resolve this matter then and now. 4. my recourse if the Bank clerks and branch managers do not do their job or conduct business as they communicate.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:as you are not getting story right, to say I'm disappointed in your business is an understatement. As I stated in beginning I did check mobile everyday because the calls to your 1800 Cust. Serv. Line keep telling me they would repost and fix and first told me it was not found, next day it was told to me it was after 5:00 , next day not a clear picture of deposit. That is why I went everyday and took pictures from Walmart to prove everything your call center keep telling me. When the girls at H-E-B told me to sign up for mobile banking I told them I did not have a PC and I did not do email, they told me as long as it says excepted and approved it's fine, because I've been with the bank so long , they also told me I could not bring in check because I put on mobile site. Please pull recorded calls and prove this so we can fix this. Also when I could get no where with customer service center, and never once did they tell me about March deposit being reason for decline, pull the recorded calls to prove..... that's when I went to [redacted], she told me the reason was because the last check deposited was march and was returned. She could find no others and said it would have been fine if I came on and told me I would have to wait till a cleared check was through... I said I did have two in April that cleared and she could not find, [redacted] did next day and I brought copies of cleared checks from bank and she said then it should have went through. She sent copies and emails to ref. Mgr. and still would not call me see me or explain why since it had cleared two had,[redacted] was baffled. Please pull camera and recordings from there when I sat up front several times and girls could not tell me reason , please pull so you'll see your wrong and fix what your bank did to me. Again your 1800 line never told me, correct reason never told me to redeposit but told me they would fix everyday..... that's why I kept checking mobile for them to fix.... as you stated I never used card or checks again on the 2nd or after , [redacted] told me by law you could not charge so much in fees in one day by law yet a regular pending item that I never saw pend over two days was held to go through later to get more fees! That is very wrong and you can pull that camera recording of her telling me that too! The emails showing that never till last minute was march check mentioned and lady email that they sent showing it had been over your thirty day rule since a returned check because April I had two clear and go through so should have been no problem. I'm so dissapointed in this kind of service and you get the prof as I have asked and fix this now please! This is silly and unprofessional and unethical . I want all fees back plus the heb and another check you returned and I had to pay you and them and be embarrassed even though I had room for you guys to cover at that point and had I been given great knollegabke service and not been lied to and talked into mobile banking this never would have happened. Just as manager [redacted] said in her email. And if your people would have gave me correct info from the first day I called then again it would not happened and had your employees warned me about mobile banking having to be checked asap as I told them I don't do, again it would not have happened, what happened to customers come first. Not here, I'm sadden and sick of this, never been treated so bad before. Now please fix, check all calls check camera footage so we can fix this!
Regards,
[redacted]
April 27, 2015 [redacted]
[redacted]
[redacted]
[redacted]
[redacted] I am in receipt of your letter to the Revdex.com (Revdex.com). We understand it can be frustrating when you do not understand all of the provisions of...
your account relationship so we appreciate the opportunity to address your concerns. When you established your account with us we provided you with a disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us. The posting order of items is outlined in the Deposit Agreement and tells you: A. We add deposits and other credits to your Account Balance. B. Then, we subtract from your Account Balance these types of debits in lowest to highest dollar amount: withdrawals made at our teller window, checks you wrote that are cashed at our teller window, automatic transfers you set up to repay your loan, outgoing wire transfers, transfers made with our 24-Hour Personal Account Line, online and mobile banking systems, online and mobile banking bill payments and returned items (deposited or cashed). C. Then, we subtract from your Account Balance in date and time order, these types of debits provided our systems receive and can read date and time information: card transactions and ATM transactions. If our systems do not receive the date and time information, these transactions will be subtracted first in lowest to highest dollar amount. D. Then, we subtract from your Account Balance other types of electronic debits (commonly referred to as ACH debits) and other checks that you wrote. Our systems assign items in this category to two subcategories, items without a check number (sub-category 1) and items with a check number (sub-category 2). I. First, we subtract sub-category 1 items in highest to lowest dollar amount. II. Next, we subtract sub-category 2 items sequentially in check number order. E. Then, we subtract from your Account Balance most fees and service charges in order from lowest to highest dollar amount. As shown by the enclosed document titled DDA Holds/Transaction History, on April 9, 2015 we followed the aforementioned posting order during our nightly transaction processing. Please take a moment to read the information page which accompanies the transaction detail. To avoid unwanted fees in the future, we suggest you maintain an accurate transaction record of your account. The account will not be assessed an overdraft or non-sufficient funds fee if at the time you write a check or otherwise authorize a payment from your account, there are sufficient available funds on deposit to cover all previously authorized outstanding debits as well as the new transactions being initiated. We invite you to enroll in AccountTRANSFER Overdraft Protection Plan to reduce the cost of future overdrafts. AccountTRANSFER Overdraft Protection allows you to use the money you put aside in a separate designated "transfer from" account as protection against overdrafts in other accounts. AccountTRANSFER Overdraft Protection transfers are made for the exact amount required to cover the overdraft plus the applicable transfer fee. If you wish to benefit from the AccountTRANSFER Overdraft Protection Plan, please call Customer Support, send us an Online Banking Secure Message, or visit our website to participate in Live Chat or to complete a Feedback Form.Sincerely, [redacted]
[redacted]Support Operations CC: Revdex.com Enclosure (3)
December
3, 2015To
Whom It May Concern:Our
response to [redacted] rejection
has been attached.Sincerely, [redacted] Real Time Service Center First Convenience Bank November 30, 2015[redacted]
[redacted]
[redacted]Re: RevDex.com case #[redacted] Dear [redacted]We are in receipt of your follow-up letter to the RevDex.com. As stated in our email to you on November 19, 2015, we are unable to
share with you any information regarding another individual or bank account. We
will comply with any lawful order received which requires us to provide
information.To date, we have not
received any lawful instruction that compel us to respond with the information
you have requested. We consider this matter closed.Sincerely,[redacted]Customer
RelationsCC: RevDex.com
Please see attachment for a copy of our response.Thank you for taking time out of your busy work day to speak with me today about the concerns outlined in your letter to the Revdex.com.As stated in our phone conversation, each party has a responsibility to maintain the account. Our...
responsibilities are outlined in the Deposit Agreement provided at time of account opening. The accountholder's responsibility is to maintain an accurate transaction register of the account activity, to ensure that we have your current mailing address in our records, and to review and balance all statements promptly and notify us of any suspected errors, forgeries or irregularities concerning your account.A review of our records shows you did not complete the enrollment process to Online Banking and E-Statements, therefore; your account was set for paper delivery of the monthly account statements. Upon researching your concerns, I found your February 2015 bank statement was returned to us by the United States Postal Service. This caused the account status to be moved to "AUK" or "address unknown" and the assessment of the $10.00 returned mail fee as disclosed in the Banking Services/Fee Schedule. To decrease the risk of identity theft or fraud on your account, we stored your statements that were generated thereafter in our system until such time as you provide us with your correct address information. Eventually, your account became overdrawn and when no deposits were made to return the account to good standing, the overdrawn balance of $76.00 was charged off on September 8, 2015.It is our desire to end this dispute amicably so as discussed, I have credited $76.00 to your account ending in 8512. Your account is now closed.We wish you much success in your future financial endeavors.
This is in reference to my complaint filed against lst Convenience Bank. I wanted to clarify some of the information I provided in my initial complaint and provide additional information that I did not include. I lost my debit card which I promptly cancelled on March 19th as soon as I realized...
it was not in my possession. Updated InformationThe bank representative that I spoke with cancelled the card and reviewed recent activity on my account. She reviewed transactions for the past 5 days....all had cleared and I had one pending transaction of $39.99 which was an unauthorized charge made for an online POS purchase on March 19th. I was told I had to wait to file a claim since the transaction would need to clear...claims cannot be placed against pending transactions. I did not have any other transactions in Pending Status at that time....since I did not have any other transactions Pending as of March 19th, what happened to the BistroMd transaction that was supposedly pending since March 16th? Since the bank representative reviewed transactions going back to March 15th the BistroMD charge should have still been in Pending Status but it was not mentioned in our conversation. And, I still had a positive available balance at that time of $192.?? and the 39.99 had already been deducted from my balance. If the BistroMD charge of $154.90 was sent in on March 16th, the amount would have been deducted from my available balance leaving only 38.?? which means one of the transactions on March 17th of 43.00 would have been denied and the 39.99 presented on March 19th would also have been denied since my balance was too low to cover the charges. I believe the charge of 154.90 was presented on the 16th but it dropped off before or on March 19th for whatever reason. The funds were released back to my account when or how I would not know. I had three charges on March 17th that had cleared and 39.99 charge was presented and deducted from my available balance leaving 192.?? in my account as March 19th at 8:30pm. Would not have been possible if the 154.90 had been deducted from my account. Now, that I have walked myself through this entire scenario, I realize the facts that I received from the bank do not match the activity on my account. I was told that BistroMD reinstated the charge of $154.90 on March 21st which means the bank allowed a transaction that had dropped off 2 days before be presented and approved on a cancelled debit card.Additional InformationMy account does not have overdraft privileges so any charges that are presented that would result in overdraft should have been denied. This is the process the bank has always followed until now. My account has not had overdraft privileges in over 6 months. I had a fresh start loan that was paid in full in March 2016 and to have overdraft privileges reinstated requires your account to have payroll checks direct deposited which I do not have. My account is $88.00 overdrawn a result of overdraft and late charges being charged to my account because of the issue listed above.To change the policy and procedure pertaining to overdraft charges when it benefits the bank is a highly unethical business practice. Thank you for time to review my comments that pertain to updated and additional information.Kind regards,[redacted]
[redacted]
[redacted]
[redacted]Re: RevDex.com #[redacted] Dear Ms. [redacted]:We are in receipt of your recent letter to the Revdex.com.
It is frustrating when unexpected fees are charged to your account so we
appreciate the opportunity to respond to...
your concerns.When you established your account with us, you were provided with a
disclosure packet covering the terms, conditions, and fee schedule governing
your account. Included in this disclosure were documents titled "What You
Need to Know about Overdrafts and Overdraft Fees" and the "Banking
Services/Fee Schedule" both of which disclosed your account would be
charged $34.00 for each item we pay or return unpaid because you do not
have enough money in your account to cover the item. If you do not return your
account to a positive balance then your account will be subject to a Negative
Balance fee on the sixth (6th) banking day your account remains
overdrawn. We will waive the fee if on the sixth (6th) day your
account is overdrawn less than $3.00.Our records
show that when we discussed with you the disclosure titled "What You Need
to Know about Overdrafts and Overdraft Fees", you indicated that you did
not want us to authorize and pay overdrafts for any transaction type. Your
initials to the right of the enclosed signature card confirm your election of
no overdraft privilege, and serves as your agreement to be assessed a
non-sufficient funds (NSF) fee for each item we return unpaid.Your
transaction history for January 4, 2016 reflects that an electronic debit
transaction of $33.00 to Speedy Cash was presented for payment against an
overdrawn balance of $3.09. As a result, it was returned unpaid and a disclosed
per-item NSF fee was assessed. When no deposits were made to restore your
account to good standing, the negative balance fee was assessed on January 9,
2016.On January 15th, the merchant (Speedy Cash) presented the
transaction of $33.00 for payment a second time against an insufficient account
balance. Accordingly, the transaction was returned a second time marked
"insufficient funds" and a per-item NSF fee was assessed; leaving a
balance of -$33.18. The negative balance fee was assessed on January 20th when the account remained overdrawn for six (6) consecutive banking days.
Please find enclosed copies of the NSF notices delivered electronically to your
Gmail email address on file.As
you are aware, we offer several free account monitoring tools such as online
banking and mobile banking to give you the freedom to monitor your account
activity and account balance using a computer or mobile
device. With these free services, you may also elect to receive email or text
message low balance alerts as an additional method of account monitoring.In the future, should you
require further information or assistance from us, we invite you to submit a
Customer Feedback form through our website, participate in Live Chat or send a
secure message through Internet Banking Sincerely,[redacted]Vice PresidentCustomer Relations
Dear Ms. [redacted]:We are in receipt of your follow-up letter to the Revdex.com and appreciate the opportunity to respond to your concerns.We received your email dated March 30, 2016 which contained confirmation of your March 4th order, and your request to place your meal plan on hold for the week of March 14, 2016 to March 20, 2016; we did not receive documentation to suggest that a cancellation request was submitted for the week of March 21, 2016 to March 27, 2016. As stated in our letter dated April 15, 2016, our investigation determined that this was a merchant billing dispute and not unauthorized activity.Please note, each time you use your Debit MasterCard®, a "hold" is placed on available funds in your Account. These holds or pending transactions will remain on the account until (a) the charge is presented by the merchant and clears your Account or (b) up to a maximum of three (3) banking days, whichever is sooner. If the charge is not presented by the third (3rd) day, the "hold" is released. However, a merchant has up to ninety (90) days to present a transaction for payment.On March 16, 2016, we show that Bistro MD sent us a pre-authorization hold request for $154.90. The pre-authorization hold expired on March 19, 2016, and the merchant presented the item for final payment on March 24, 2016. The $39.95 pre-authorization hold from www.Tekaidcs.com was received on March 19, 2016 prior to the closure of debit card -4876 and presented for final payment on March 23, 2016. When a transaction is pre-authorized, we are legally obligated to pay (post) these debits upon presentment. Strictly in recognition of your tenure as a customer, a courtesy credit of $68.00 has been posted to your account. Should you require further information or assistance, you are welcome to submit a Customer Feedback
Dear Mr [redacted] We are in receipt of your recent letter to the Revdex.comIt can be frustrating when you don't understand actions we take involving your account so we appreciate the opportunity to address your concerns.When you established your account with us, we provided you a disclosure packet which included our Funds Availability PolicyThis policy strictly complies with Federal Reserve Regulation CC and is posted in each of our branch locationsAnother copy of the policy is enclosed for your referenceUpon research of your concerns, we found that a delayed funds availability hold was placed on the $2,Pacific Range Inccheck you deposited on April 4, This hold was placed on April 6, during our post deposit review when we received confidential information indicating the item may not be paidWhen we placed that hold, a notice of delayed funds availability (copy enclosed) was mailed to youOur records show we released the hold on April 8th after receiving confirmation of final payment from the paying bankThe following day, you visited our Hudson Oaks banking center and closed your accountIn accordance to Regulation CC we have refunded all fees directly related to the delayed availability hold and enclosed cashier's check number [redacted] for $We wish you much success in your future financial endeavorsSincerely, [redacted] Support Operations
Please see attachment
April 15, 2015*** *** *** *** *** *** *** ** ***Re: RevDex.com Case # *** Dear *** ***:I am in receipt
of your letter to the Revdex.com (Revdex.com)I attempted to call you at
the number provided in your letter and left you a message but have not
yet
received a return call.When you use an
ATM not owned by your financial institution and you feel a transaction error
has occurred, consumer protection rules state your claim is to be filed with
the financial institution who issued you the cardHaving said that, our
records show we identified the dispense error on March 13th and
submitted a reversal transaction that same day through our processor to your
financial institution showing the correct debit amount should be $123.50.If your account
statement shows you were charged for the original requested amount of $400.00,
please have your financial institution contact me directly at ###-###-#### so
that we can provide them with information enabling them to resolve the issue
quickly.Sincerely,*** *** *** ***Support OperationsCC:
Revdex.com
Dear Mr. [redacted] We are in receipt of your recent letter to the Revdex.com. It can be frustrating when you don't understand actions we take involving your account so we appreciate the opportunity to address your concerns.When you established your account with us, we provided...
you a disclosure packet which included our Funds Availability Policy. This policy strictly complies with Federal Reserve Regulation CC and is posted in each of our branch locations. Another copy of the policy is enclosed for your reference. Upon research of your concerns, we found that a delayed funds availability hold was placed on the $2,500.00 Pacific Range Inc. check you deposited on April 4, 2015. This hold was placed on April 6, 2015 during our post deposit review when we received confidential information indicating the item may not be paid. When we placed that hold, a notice of delayed funds availability (copy enclosed) was mailed to you. Our records show we released the hold on April 8th after receiving confirmation of final payment from the paying bank. The following day, you visited our Hudson Oaks banking center and closed your account. In accordance to Regulation CC we have refunded all fees directly related to the delayed availability hold and enclosed cashier's check number [redacted] for $204.00. We wish you much success in your future financial endeavors. Sincerely, [redacted]Support Operations
Please see attachment for a copy of our response to Ms. [redacted].I am in receipt of your letter to the Revdex.com and apologize that our service did not meet your expectations when you visited our banking center to close your checking account number ending in [redacted].When you established...
Convenience Checking account xxxxx[redacted] on October 3, 2015, you were provided a disclosure packet which included "A Clear and Concise Guide to the Convenience Checking Account" (enclosed) which disclosed your account would be charged a $5.00 monthly maintenance fee unless you enroll the account in E-Statements or "paperless delivery" of account statements.To assist customers who establish a Convenience Checking account but cannot immediately enroll in E-Statements, we automatically waive the monthly maintenance fee during your first monthly statement cycle. We show you were given this courtesy during your October 2015 statement cycle. When the aforementioned criteria were not met, the $5.00 monthly maintenance fee was applicable at the end of each statement cycle on the dates of November 13, 2015 and December 13, 2015.We show your account was assessed a $35.00 negative balance fee on November 18, 2015 when the account remained overdrawn for six (6) consecutive banking days. When no deposits were made to return the account to good standing, the overdrawn balance was charged off on January 12, 2016. I have enclosed copies of your monthly statements from October 3, 2015 to January 12, 2016 for your reference.Although fees were assessed in accordance with the account disclosure, we have credited your account in the amount of $52.37. The account is now closed at a zero balance.
It was a pleasure to speak with you today about your letter to the Revdex.com.During our call, we discussed your overdraft privilege election, and the way overdrafts, NSF, and negative balance fees are assessed to an account. As a reminder, an NSF fee will be assessed for each check, ACH...
transaction and bill payment that is returned because you do not have enough money in your account. We will not charge this fee if the item we return is $1 or less.Although you have elected not to have overdraft privilege, your account may still become overdrawn.The Bank may be legally obligated or have the contractual right to pay certain items resulting in an overdraft in your account. Examples include, but are not limited to, ATM withdrawal and pre-authorized Debit MasterCard transactions.To resolve this matter amicably, we have processed refunds totaling $136.00 to your account ending in [redacted]. You confirmed your understanding of the overdrafts, NSF and negative balance fees, and stated you would continue your account relationship with us.Should you have additional questions or concerns, please do not hesitate to contact me directly at [redacted]
Re: Revdex.com [redacted] Dear Ms. [redacted] We are in receipt of your letter to the Revdex.com. We appreciate the opportunity to provide you with information as to why your March 24, 2016 electronic funds transfer claim for an alleged unauthorized debit of $154.90 by Bistro MD Moto was denied. We follow Federal Reserve Bank Regulation E guidelines when investigating unauthorized electronic debit activity claims. During our initial phone interview, we asked you if you had conducted business with this merchant in the past. You acknowledged that you had on March 5, 2016 when you placed one order of their product for your sister [redacted]. You also provided us with an email containing the cancellation request to Bistro MD for the week of March 14, 2016 to March 20, 2016. As part of our investigation, we contacted the merchant who confirmed that on March 4, 2016 at 7:23 a.m., you had placed an order through their website for a five day meal plan. The merchant also confirmed that on that same date at approximately 10:10 a.m., you elected not to participate in their meal plan for the weeks of March 14, 2016 to March 20, 2016, March 28, 2016 to April 3, 2016, and April 11, 2016 to April 17, 2016. The merchant states they have not received a cancellation request from you for the week of March 21, 2016 to March 27, 2016 and that payment was the one you were disputing. The merchant also stated they were willing to work with you to resolve any billing errors. Based on our understanding this was a merchant billing dispute and not unauthorized activity, we sent you the enclosed letter dated March 29, 2016. A further search of our records show, a credit of $154.90 from Bistro MD was posted to your account on April 8, 2016. In reference to the disputed $39.95 debit transaction by www.Tekaidcs.com, our records show we provided your account with provisional credits totaling $110.95 on April 6, 2016 while we continued our investigation. This credit includes the amount of the disputed transaction as well as the associated fees. A notice outlining this action is enclosed for your reference. As permitted by Federal Regulation E, we have ninety (90) days to complete our investigation and provide you with a response. Should you have additional questions, you may call Customer Support, send us an Online Banking Secure Message, or visit our website to participate in Live Chat or to complete a Feedback Form.
Attached is a copy of our most recent letter to Ms. [redacted].
Thank you for taking time out of your busy work day to speak with me about the concerns outlined in your letter to the Revdex.com.As discussed during our call, we have finalized your May 15, 2016 unauthorized debit activity claim on May 17, 2016 with credits totaling $74.39 to your...
checking account ending in [redacted]. A copy of our determination letter is enclosed for your reference.As a reminder, Federal Reserve Regulation E allows ten (10) business days from receipt of the report for a financial institution to investigate and resolve the claim. If at the end of the ten (10) day period we have not resolved the claim, we will provisionally credit your account in the amount of the alleged error (including fees where applicable) while we continue our investigation. If the alleged error involved a new account, we may take up to twenty (20) business days to conduct our investigation and correct any errors. If we determine that the investigation will take us longer to complete, we will provisionally credit the new account within twenty (20) business days. An account is considered new for thirty (30) days after the first deposit is made.Should you require further information or assistance, you are welcome to submit a Customer Feedback
We are in receipt of your follow-up correspondence to the Revdex.com.Accompanying our letter dated August 4, 2016 were documents titled DDA Holds/Transactions History which outlines your transaction activity from July 12th to July 18th. When you reviewed these documents you would have noted that no deposits were received for your account on July 18, 2016 when the electronic debit to Elephant Insurance presented to the account for payment. We show your direct deposit from Texas OAG was received and posted on July 19, 2016.Account number ending in [redacted] was established as a Power Checking account. This account product is listed on each monthly statement generated for your account. We have no records of a savings account for you or your daughter.
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Again the security draft...
was taken first and I had enough money in the bank to cover the security draft. Your bank changed the dates to make it look like the car payment was taken first which is total lie. This is not over until I get the $34 back the bank owes me. Changing the dates on auto drafts is a felony on the banks behalf. Changing draft dates so they can charge double overdraft fee is a felony also. This issue will be escalated because apparently the Revdex.com does not care to enforce felonies the bank are trying to lie about which is complete [redacted]. I will escalate this to the banks insurance company and the US government but again this is not over by far. Banks robbing people by changing the drafts dates so they can charge double drafts are going to stop.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The response does not address missing ssdi deposit. 2. activity on the account years later. 3. all my attempts to resolve this matter then and now. 4. my recourse if the Bank clerks and branch managers do not do their job or conduct business as they communicate.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:as you are not getting story right, to say I'm disappointed in your business is an understatement. As I stated in beginning I did check mobile everyday because the calls to your 1800 Cust. Serv. Line keep telling me they would repost and fix and first told me it was not found, next day it was told to me it was after 5:00 , next day not a clear picture of deposit. That is why I went everyday and took pictures from Walmart to prove everything your call center keep telling me. When the girls at H-E-B told me to sign up for mobile banking I told them I did not have a PC and I did not do email, they told me as long as it says excepted and approved it's fine, because I've been with the bank so long , they also told me I could not bring in check because I put on mobile site. Please pull recorded calls and prove this so we can fix this. Also when I could get no where with customer service center, and never once did they tell me about March deposit being reason for decline, pull the recorded calls to prove..... that's when I went to [redacted], she told me the reason was because the last check deposited was march and was returned. She could find no others and said it would have been fine if I came on and told me I would have to wait till a cleared check was through... I said I did have two in April that cleared and she could not find, [redacted] did next day and I brought copies of cleared checks from bank and she said then it should have went through. She sent copies and emails to ref. Mgr. and still would not call me see me or explain why since it had cleared two had,[redacted] was baffled. Please pull camera and recordings from there when I sat up front several times and girls could not tell me reason , please pull so you'll see your wrong and fix what your bank did to me. Again your 1800 line never told me, correct reason never told me to redeposit but told me they would fix everyday..... that's why I kept checking mobile for them to fix.... as you stated I never used card or checks again on the 2nd or after , [redacted] told me by law you could not charge so much in fees in one day by law yet a regular pending item that I never saw pend over two days was held to go through later to get more fees! That is very wrong and you can pull that camera recording of her telling me that too! The emails showing that never till last minute was march check mentioned and lady email that they sent showing it had been over your thirty day rule since a returned check because April I had two clear and go through so should have been no problem. I'm so dissapointed in this kind of service and you get the prof as I have asked and fix this now please! This is silly and unprofessional and unethical . I want all fees back plus the heb and another check you returned and I had to pay you and them and be embarrassed even though I had room for you guys to cover at that point and had I been given great knollegabke service and not been lied to and talked into mobile banking this never would have happened. Just as manager [redacted] said in her email. And if your people would have gave me correct info from the first day I called then again it would not happened and had your employees warned me about mobile banking having to be checked asap as I told them I don't do, again it would not have happened, what happened to customers come first. Not here, I'm sadden and sick of this, never been treated so bad before. Now please fix, check all calls check camera footage so we can fix this!
Regards,
[redacted]
April 27, 2015 [redacted]
[redacted]
[redacted]
[redacted]
[redacted] I am in receipt of your letter to the Revdex.com (Revdex.com). We understand it can be frustrating when you do not understand all of the provisions of...
your account relationship so we appreciate the opportunity to address your concerns. When you established your account with us we provided you with a disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us. The posting order of items is outlined in the Deposit Agreement and tells you: A. We add deposits and other credits to your Account Balance. B. Then, we subtract from your Account Balance these types of debits in lowest to highest dollar amount: withdrawals made at our teller window, checks you wrote that are cashed at our teller window, automatic transfers you set up to repay your loan, outgoing wire transfers, transfers made with our 24-Hour Personal Account Line, online and mobile banking systems, online and mobile banking bill payments and returned items (deposited or cashed). C. Then, we subtract from your Account Balance in date and time order, these types of debits provided our systems receive and can read date and time information: card transactions and ATM transactions. If our systems do not receive the date and time information, these transactions will be subtracted first in lowest to highest dollar amount. D. Then, we subtract from your Account Balance other types of electronic debits (commonly referred to as ACH debits) and other checks that you wrote. Our systems assign items in this category to two subcategories, items without a check number (sub-category 1) and items with a check number (sub-category 2). I. First, we subtract sub-category 1 items in highest to lowest dollar amount. II. Next, we subtract sub-category 2 items sequentially in check number order. E. Then, we subtract from your Account Balance most fees and service charges in order from lowest to highest dollar amount. As shown by the enclosed document titled DDA Holds/Transaction History, on April 9, 2015 we followed the aforementioned posting order during our nightly transaction processing. Please take a moment to read the information page which accompanies the transaction detail. To avoid unwanted fees in the future, we suggest you maintain an accurate transaction record of your account. The account will not be assessed an overdraft or non-sufficient funds fee if at the time you write a check or otherwise authorize a payment from your account, there are sufficient available funds on deposit to cover all previously authorized outstanding debits as well as the new transactions being initiated. We invite you to enroll in AccountTRANSFER Overdraft Protection Plan to reduce the cost of future overdrafts. AccountTRANSFER Overdraft Protection allows you to use the money you put aside in a separate designated "transfer from" account as protection against overdrafts in other accounts. AccountTRANSFER Overdraft Protection transfers are made for the exact amount required to cover the overdraft plus the applicable transfer fee. If you wish to benefit from the AccountTRANSFER Overdraft Protection Plan, please call Customer Support, send us an Online Banking Secure Message, or visit our website to participate in Live Chat or to complete a Feedback Form.Sincerely, [redacted]
[redacted]Support Operations CC: Revdex.com Enclosure (3)
December
3, 2015To
Whom It May Concern:Our
response to [redacted] rejection
has been attached.Sincerely, [redacted] Real Time Service Center First Convenience Bank November 30, 2015[redacted]
[redacted]
[redacted]Re: RevDex.com case #[redacted] Dear [redacted]We are in receipt of your follow-up letter to the RevDex.com. As stated in our email to you on November 19, 2015, we are unable to
share with you any information regarding another individual or bank account. We
will comply with any lawful order received which requires us to provide
information.To date, we have not
received any lawful instruction that compel us to respond with the information
you have requested. We consider this matter closed.Sincerely,[redacted]Customer
RelationsCC: RevDex.com
Please see attachment for a copy of our response.Thank you for taking time out of your busy work day to speak with me today about the concerns outlined in your letter to the Revdex.com.As stated in our phone conversation, each party has a responsibility to maintain the account. Our...
responsibilities are outlined in the Deposit Agreement provided at time of account opening. The accountholder's responsibility is to maintain an accurate transaction register of the account activity, to ensure that we have your current mailing address in our records, and to review and balance all statements promptly and notify us of any suspected errors, forgeries or irregularities concerning your account.A review of our records shows you did not complete the enrollment process to Online Banking and E-Statements, therefore; your account was set for paper delivery of the monthly account statements. Upon researching your concerns, I found your February 2015 bank statement was returned to us by the United States Postal Service. This caused the account status to be moved to "AUK" or "address unknown" and the assessment of the $10.00 returned mail fee as disclosed in the Banking Services/Fee Schedule. To decrease the risk of identity theft or fraud on your account, we stored your statements that were generated thereafter in our system until such time as you provide us with your correct address information. Eventually, your account became overdrawn and when no deposits were made to return the account to good standing, the overdrawn balance of $76.00 was charged off on September 8, 2015.It is our desire to end this dispute amicably so as discussed, I have credited $76.00 to your account ending in 8512. Your account is now closed.We wish you much success in your future financial endeavors.
This is in reference to my complaint filed against lst Convenience Bank. I wanted to clarify some of the information I provided in my initial complaint and provide additional information that I did not include. I lost my debit card which I promptly cancelled on March 19th as soon as I realized...
it was not in my possession. Updated InformationThe bank representative that I spoke with cancelled the card and reviewed recent activity on my account. She reviewed transactions for the past 5 days....all had cleared and I had one pending transaction of $39.99 which was an unauthorized charge made for an online POS purchase on March 19th. I was told I had to wait to file a claim since the transaction would need to clear...claims cannot be placed against pending transactions. I did not have any other transactions in Pending Status at that time....since I did not have any other transactions Pending as of March 19th, what happened to the BistroMd transaction that was supposedly pending since March 16th? Since the bank representative reviewed transactions going back to March 15th the BistroMD charge should have still been in Pending Status but it was not mentioned in our conversation. And, I still had a positive available balance at that time of $192.?? and the 39.99 had already been deducted from my balance. If the BistroMD charge of $154.90 was sent in on March 16th, the amount would have been deducted from my available balance leaving only 38.?? which means one of the transactions on March 17th of 43.00 would have been denied and the 39.99 presented on March 19th would also have been denied since my balance was too low to cover the charges. I believe the charge of 154.90 was presented on the 16th but it dropped off before or on March 19th for whatever reason. The funds were released back to my account when or how I would not know. I had three charges on March 17th that had cleared and 39.99 charge was presented and deducted from my available balance leaving 192.?? in my account as March 19th at 8:30pm. Would not have been possible if the 154.90 had been deducted from my account. Now, that I have walked myself through this entire scenario, I realize the facts that I received from the bank do not match the activity on my account. I was told that BistroMD reinstated the charge of $154.90 on March 21st which means the bank allowed a transaction that had dropped off 2 days before be presented and approved on a cancelled debit card.Additional InformationMy account does not have overdraft privileges so any charges that are presented that would result in overdraft should have been denied. This is the process the bank has always followed until now. My account has not had overdraft privileges in over 6 months. I had a fresh start loan that was paid in full in March 2016 and to have overdraft privileges reinstated requires your account to have payroll checks direct deposited which I do not have. My account is $88.00 overdrawn a result of overdraft and late charges being charged to my account because of the issue listed above.To change the policy and procedure pertaining to overdraft charges when it benefits the bank is a highly unethical business practice. Thank you for time to review my comments that pertain to updated and additional information.Kind regards,[redacted]
[redacted]
[redacted]
[redacted]Re: RevDex.com #[redacted] Dear Ms. [redacted]:We are in receipt of your recent letter to the Revdex.com.
It is frustrating when unexpected fees are charged to your account so we
appreciate the opportunity to respond to...
your concerns.When you established your account with us, you were provided with a
disclosure packet covering the terms, conditions, and fee schedule governing
your account. Included in this disclosure were documents titled "What You
Need to Know about Overdrafts and Overdraft Fees" and the "Banking
Services/Fee Schedule" both of which disclosed your account would be
charged $34.00 for each item we pay or return unpaid because you do not
have enough money in your account to cover the item. If you do not return your
account to a positive balance then your account will be subject to a Negative
Balance fee on the sixth (6th) banking day your account remains
overdrawn. We will waive the fee if on the sixth (6th) day your
account is overdrawn less than $3.00.Our records
show that when we discussed with you the disclosure titled "What You Need
to Know about Overdrafts and Overdraft Fees", you indicated that you did
not want us to authorize and pay overdrafts for any transaction type. Your
initials to the right of the enclosed signature card confirm your election of
no overdraft privilege, and serves as your agreement to be assessed a
non-sufficient funds (NSF) fee for each item we return unpaid.Your
transaction history for January 4, 2016 reflects that an electronic debit
transaction of $33.00 to Speedy Cash was presented for payment against an
overdrawn balance of $3.09. As a result, it was returned unpaid and a disclosed
per-item NSF fee was assessed. When no deposits were made to restore your
account to good standing, the negative balance fee was assessed on January 9,
2016.On January 15th, the merchant (Speedy Cash) presented the
transaction of $33.00 for payment a second time against an insufficient account
balance. Accordingly, the transaction was returned a second time marked
"insufficient funds" and a per-item NSF fee was assessed; leaving a
balance of -$33.18. The negative balance fee was assessed on January 20th when the account remained overdrawn for six (6) consecutive banking days.
Please find enclosed copies of the NSF notices delivered electronically to your
Gmail email address on file.As
you are aware, we offer several free account monitoring tools such as online
banking and mobile banking to give you the freedom to monitor your account
activity and account balance using a computer or mobile
device. With these free services, you may also elect to receive email or text
message low balance alerts as an additional method of account monitoring.In the future, should you
require further information or assistance from us, we invite you to submit a
Customer Feedback form through our website, participate in Live Chat or send a
secure message through Internet Banking Sincerely,[redacted]Vice PresidentCustomer Relations
Dear Ms. [redacted]:We are in receipt of your follow-up letter to the Revdex.com and appreciate the opportunity to respond to your concerns.We received your email dated March 30, 2016 which contained confirmation of your March 4th order, and your request to place your meal plan on hold for the week of March 14, 2016 to March 20, 2016; we did not receive documentation to suggest that a cancellation request was submitted for the week of March 21, 2016 to March 27, 2016. As stated in our letter dated April 15, 2016, our investigation determined that this was a merchant billing dispute and not unauthorized activity.Please note, each time you use your Debit MasterCard®, a "hold" is placed on available funds in your Account. These holds or pending transactions will remain on the account until (a) the charge is presented by the merchant and clears your Account or (b) up to a maximum of three (3) banking days, whichever is sooner. If the charge is not presented by the third (3rd) day, the "hold" is released. However, a merchant has up to ninety (90) days to present a transaction for payment.On March 16, 2016, we show that Bistro MD sent us a pre-authorization hold request for $154.90. The pre-authorization hold expired on March 19, 2016, and the merchant presented the item for final payment on March 24, 2016. The $39.95 pre-authorization hold from www.Tekaidcs.com was received on March 19, 2016 prior to the closure of debit card -4876 and presented for final payment on March 23, 2016. When a transaction is pre-authorized, we are legally obligated to pay (post) these debits upon presentment. Strictly in recognition of your tenure as a customer, a courtesy credit of $68.00 has been posted to your account. Should you require further information or assistance, you are welcome to submit a Customer Feedback