Please see attachment for a copy of our response to Ms. [redacted].We are in receipt of your recent letter to the Revdex.com and appreciate the opportunity to respond to your concerns.We show you reported your debit card lost and subsequently filed an unauthorized debit activity claim on March 15, 2016 for three unauthorized withdrawals conducted at a Global Cash A (GCA) ATM. During the claim interview, you stated that you did not keep the PIN with the card and have never used the merchant's products and/or services. Although we cannot require you to file a police report, you said you were agreeable to doing so.Our investigation identified discrepancies in your claim report and in the transaction activity. For example, there were no invalid PIN attempts related to the disputed transactions, the merchant confirmed you were a Buyer's Club member and frequented their hotel and casino prior to the reported unauthorized activity. Your account history supports that response as there were seven GCA debits from February 6, 2016 to February 21, 2016 which you did not dispute.Based on those findings, your claim was denied and we provided you notice of the denial in our letter dated April 5, 2016 (copy enclosed). If you have filed a police report, please provide us with the case number and contact information for the officer assigned to your case. We will cooperate fully in any lawful investigation and will reopen your dispute claim while doing so.As of today's date, your account has a charged-off balance of $759.93. You may make a deposit to your charged-off account by visiting any of our branch locations or mailing a check or money order to First National Bank Texas, Attn: Mail Teller, [redacted]
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]
We are in receipt of your letter to the Revdex.com and appreciate the opportunity to clarify some of the facts we uncovered during our research of your concerns.Our Funds Availability Policy, which complies with Federal Reserve Regulation CC, states in part, "...If we are not going to...
make all of the funds from your deposit available on the first (1st) banking day, we will notify you at the time you make your deposit. We will also tell you when the funds will be available. If your deposit is not made directly to one of our employees, or if we decide to take this action after you have left the premises, we will mail you the notice by the next business day following the banking day we receive your deposit. If you will need the funds from a deposit immediately, ask us when the funds will be available".We show on April 9, 2017, you deposited checks numbered 97 for $240.00 and 98 for $540.00; both drawn on your account with Chase, in to your accounts ending in -[redacted] and -[redacted] respectively. The following morning at approximately 8:08 a.m., you completed a $240.00 ATM withdrawal from account -[redacted] and a $500.00 ATM withdrawal from account ending in [redacted]. During our post deposit review on that same date, a seven business day hold was placed on the amount of the check as allowed by Regulation CC when we received confidential information indicating the item may not be paid. When we placed that hold, a notice of funds delayed availability (copy enclosed) was delivered electronically to your Gmail email address on file outlining the amount held, the reason for the delay, and the date funds would be made available.We show checks numbered 97 and 98 were returned to us unpaid by JP Morgan Chase Bank on April 12, 2017 for 'Closed Account' and charged back to your account. The associated return item fee was assessed along with an overdraft fee when the charge-back debit overdrew your account.As of today's date, your accounts ending in [redacted] and [redacted] have a charged-off balance of -$346.84 and 5685.33 respectively. You may make a deposit to correct this overdraft by visiting any of our branches or by mailing a deposit to First Convenience Bank, Attention: Mail Teller, [redacted].
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.
Also thank you for handling this for me also thanks to bank for closing with zero balance.
Regards,
[redacted]
Please see attachment for a copy of our response. Dear Mr. [redacted]:We are in receipt of your letters to Ms. [redacted] dated August 2, 2015 and August 3, 2015 as well as your recent communication with the Revdex.com.Your report of unauthorized debit activity was received by the...
appropriate department August 10, 2015. Dispute [redacted] contacted you by phone to begin the claim process and asked that you provide her with supporting documentation about the alleged unauthorized activity. To date, we have not received the requested information.
Attached is a copy of our response to Ms. [redacted].It was my pleasure to speak with you by phone regarding your letter to the Revdex.com. Please accept our sincere apology for the level of service provided you during your phone call to us for assistance with your account. Be assured we...
have taken steps to correct this training oversight.In an effort to assist you, I emailed a new signature card to you to formalize the removal of your name as a joint account holder, and designation of your authority as an authorized agent on checking account ending in [redacted]. You were asked to forward the completed signature card to me at:First Convenience Bank[redacted]I received an electronic copy of the completed signature card on April 14, 2016. During our April 15th phone call, you stated you had not yet placed the original signature card in the mail but would do so. At the conclusion of the call you stated your concerns have been resolved to your satisfaction.
We are in receipt of your correspondence to the Revdex.com. I attempted to contact you directly by phone but as of today have not received a response to the messages I left.A pending transaction is an approved debit or credit transaction that has not yet posted to your account. Pending...
transactions may affect your available balance and when items post, they are then reflected in your statement history.Please note that the available balance may not reflect all transactions that will impact the amount of funds in your account, including, but not limited to, your outstanding checks, automatic payments such as mobile or online bill payments, or ACH and recurring card transactions you have scheduled/authorized. For example, when you write a check, the payee may not present the check to us for payment so, in that instance, the amount of the outstanding check will not be deducted from your available balance.When you contacted us by phone on November 29, 2016 for information of all pending transactions reflecting in your account, we provided you with all requested information that was available to us 'at that time'. During the call, you acknowledged that you had two outstanding checks; one in the amount of $40.00 and the other for $30.00 but still made the decision to use the funds that were available in the account.As indicated in your letter, we show check number [redacted] for $150.00 payable to Barcelona Soccer presented for payment on November 29, 2016 against an insufficient account balance. The debit was marked for return and the associated per-item non-sufficient funds (NSF) fee was assessed to your account. The following day, we received your direct deposit from City Chandler for $948.11 which when posted, would provide sufficient funds to pay the NSF $150.00 check to Barcelona Soccer from the previous day. As a courtesy to you and to prevent you from possibly incurring merchant fees from a returned item, we stopped the return of the debit and paid the item. We also adjusted your fee assessment record to reflect a reversal of the November 29th NSF fee and assessment of the per-item overdraft fee. This fee is displayed in your account history as "OD/NSF ITEMS PAID".Should you require further information or assistance, please do not hesitate to contact me at my direct dial number provided in my voice mail.
Complaint: [redacted]
I am rejecting this response because:as stated in my last rejection, I and hope the Revdex.com,, FRCH , and the Texas Banking Authority will stand by me, that I was with out question unaware of the "fee" and there's something seriously immoral about a bank would think they can charge $700 a month (SEE ATTACHMENT) in "NSF" fee's because I was aware. Like I just wanted to give you guys 34 dollars just to decline my transaction. Furthermore, we did discuss that the Banking Rep brought up your fee's and ever verbally mentioned this. Next steps please Revdex.com.
Regards,
[redacted]
We are in receipt of your recent letter to the Revdex.com. 1 attempted to contact you at [redacted] to address your concerns. Unfortunately, my requests for a return phone call have gone unanswered.After a review of our records, we found that Branch Manager, [redacted], spoke with you on...
November 18, 2016 regarding this matter. At that time, she explained that while the temporary checks were issued for the account ending in -[redacted], overdraft or NSF fee assessment would have still been applicable on the dates of presentment; as neither your Checking Account ending in -[redacted] nor your Savings Account ending in -[redacted] had a sufficient balance to support the temporary checks written in the amounts of $48.00 and $21.93 which were presented for payment on November 16`" and November 17th, respectively.[redacted] also reported that during her conversation with you, you mentioned that you had used the checks for goods/services related to your son which may have contributed to the checks being issued for the account on which your son is listed.In review of both your closed and active Savings accounts, we found no record of any checks presenting for payment reflected within the transaction history prior to November 2"d (date you visited our banking center to obtain the temporary checks). We do show that a prior temporary check was issued for the Checking Account ending in -[redacted].In an effort to resolve this issue amicably, we have provided a one-time courtesy refund of $34 representing one NSF fee to your account ending in -[redacted].Should you require further information or assistance. please do not hesitate to contact me at my direct dial number provided in my voice mail.
Please see attachment for a copy of our response to Ms. [redacted]'s follow-up letter to your office.We are in receipt of your follow-up letter to the Revdex.com and wish to inform you that our position remains unchanged.Our records document that written disclosures including a Clear and Concise Guide to a Power Checking Account were provided to you when checking account ending in [redacted] was opened. As stated in our previous letter dated April 6, 2016, a second disclosure document about the account requirements was included with your January 2016 account statement to remind you that going forward; one of the qualifiers must be met to waive the monthly maintenance fee. In order for our customers to be truly successful in managing their account and avoiding the disclosed account related fees, we advised you to maintain an accurate transaction record of your account. 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
Complaint: [redacted]
I am rejecting this response because:
I want to see your proof that you were told this check would not cash. Anyone can use that as an excuse! My boss was in the bank and the bank manager tried to get answers from your company and was given the run around as was I. I have worked there over 7 years and have NEVER had an issue with a check. The bank manager called everyone she could in the company and found NO information that was given to my bank that this check might not clear. I was also informed by employees of the local branch that loss prevention had been doing this to seveal accounts for no reason and causing problems with other people's accounts. This is no way to run a business. Your loss prevention department can not just do what they want with no consequences. This has to be looked into. I am not one to sit back and be taken advantage of by a company who hides behind a saying that they have a right if they have valid information. Well when I see the valid information I will believe it. Even if the Revdex.com can see this valid information and confirms it to be true I will be happy considering the bank has denied ever giving this kind of information to you. They tried hard to get this problem fixed and ran into the same issues I did. No one could give the same reason for the check being held and I was hung up on 3 different times. This is not how you deal with someone calling to find out what is going on with her account. Again I want to see that you have VALID proof that you were told this check would not clear and did not just do this because you think you can. You can not play with people's money like this and not have to answer for it.
Regards,
[redacted]
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]
I am in receipt of your letter to the Revdex.com on behalf of your daughter, [redacted]. I would have preferred to speak with you and [redacted] directly but was unsuccessful in reaching you by phone. While researching your concerns, we listened to recordings of calls you made...
to us on September 17, 2016 concerning the non-sufficient fund handling fee assessed to your account ending in 9233 and [redacted]'s account ending in 9530. During your call with personal phone banker [redacted], you were told to work with the merchant (New York Life Insurance) to provide us with a letter stating they submitted an incorrect payment amount in error. Later that day, we received two letters from New York Life Insurance for you and your daughter [redacted] stating they erroneously attempted to debit your accounts for the incorrect amount. Upon receipt of the letters, we reviewed your account ending in 9233 and processed a refund of $34.00 representing the NSF fee that you would have avoided if the merchant submitted the correct debit amount for payment. However, after reviewing the letter sent for [redacted], we found the letter was not sufficient to warrant a refund on [redacted]'s account; the NSF fee would have been assessed even if the merchant submitted the correct debit amount for payment. On September 26, 2016 at approximately 7:14 p.m., we received a second letter from New York Life Insurance stating they submitted a second payment request in error to [redacted]'s account. This error resulted in a $34.00 NSF fee. We have credited [redacted]'s account ending in 9530 for that amount which restored the account to good standing. Should you have additional questions. please do not hesitate to call me at my direct dial number provided in my voice mail.
Attached is a copy of our response to 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 opened your account on September 23, 2015,...
you were provided with a disclosure packet covering the terms, conditions and fee schedule governing your account. Included in that packet were documents titled Welcome to the Family and Banking Services-Fee Schedule both of which disclosed your account would be charged $34.00 for each item we return unpaid because you do not have enough money in your account.Each time a debit is declined for payment a NSF notice is emailed to you outlining the date of the payment, transaction type, and the payment amount. You may also obtain more detail on these transactions by visiting your local banking center or calling our 24 Hour Personal Account line and speaking to one of our customer care representatives.When listening to calls you made to Customer Support on April 6, 2016, we found Personal Phone Banker [redacted] reviewed with you your account history, explained that merchant holds reduce the amount available to pay checks and other debits that are presented to the bank for payment, and informed you that if you did not restore your account to good standing on that same date, your account would be charged another overdraft fee when the POS debit of $9.87 by Raising Cane's presents for final payment. You agreed to make a deposit on that day however; we do not show a deposit was made to avoid the disclosed per-item overdraft fee. A $34.00 Negative Balance fee was assessed on April 10, 2016 when the account remained overdrawn for six (6) consecutive banking days.Please find enclosed copies of the NSF/OD notices delivered electronically to your Gmail email address on file along with documents titled DDA Holds/Transaction History which provides a detail transaction activity for the days of April 4th to April 10th. Take a moment to read the informational sheet which is also enclosed.In an effort to provide an amicable resolution, I have processed refunds totaling $102.00 to your account. Please take this opportunity to make a deposit to cover the remaining negative balance in your account.Internet Banking is a convenient tool to monitor your Account as it provides you with both the current and available balance as well any pending transactions on the current calendar day you are viewing but the best way to avoid overdraft fees is to maintain an accurate transaction register.You may also wish to enroll in our 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 visit your local branch to establish a "transfer from" account.
November 18, 2015To Whom It May Concern:Our response to Ms. [redacted] concerns has been attached.Sincerely,[redacted]Real Time Service CenterFirst Convenience BankNovember 16, 2015[redacted]
[redacted]Re: RevDex.com case #[redacted] Dear Ms. [redacted]:I am in...
receipt
of your recent letter to the Revdex.com. I apologize that our
service did not meet the high standards we strive to achieve when you contacted
us by phone for assistance with fees assessed after two debits from [redacted] were
submitted for payment in error.Upon research of
your concerns, I found a letter of error from [redacted] was received on November
11, 2015. After reconstructing your account activity, I found the PayPal
transactions caused your account to incur $238.00 in fees of which $204.00 had
been refunded on November 13, 2015. I have processed an additional refund of
$34.00 to your account which provides total reimbursement for all fees assessed
as a result of the merchant's error.Thank you for giving us
the opportunity to take corrective action and for continuing your account
relationship with us.Sincerely,[redacted]Real Time Service CenterCC:
Revdex.com
We are in receipt of your correspondence to the Revdex.com. We sincerely apologize that a collection fee was inadvertently assessed to your account on June 20, 2016. I was happy to find that the fee was reversed that same day with a credit of $35.00 to your account.In response to your...
concerns regarding the non-sufficient funds fee, we show you opened two checking accounts ending in [redacted] and [redacted] on July 17, 2015. At that time, we provided you with a disclosure packet which covered the terms, conditions and fee schedule governing your account relationship with us. Included in that packet were documents titled, "Welcome to the Family" and "Banking Services/Fee Schedule" both of which disclosed your account would be charged $34.00 for each non-sufficient item.Our records also 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 on any transaction type. This means when an item is presented to us for payment and you do not have enough available funds in your account to pay it, the item will be returned as non-sufficient funds (NSF) and the NSF per item fee assessed.After a review of our records, we found you completed a transfer of $60.00 through Internet Banking on July 12, 2016 from your Representative Payee account ending in [redacted] to your sole owner checking account ending in [redacted]. This transfer increased the balance in account -[redacted] to $62.82. Two debit card transactions of $1.62 and $5.57 from RedBox and Shell Service Station presented to account -[redacted] for payment on July 14, 2016 and July 16, 2016 respectively which reduced your available balance to $55.63. On July 18, 2016, we received four preauthorized debits to account -[redacted] which reduced your available balance to $23.20. This balance was not sufficient to cover the $55.95 electronic debit by Elephant Insurance which presented for payment that same day during our nightly transaction processing. We returned the item as NSF and assessed the disclosed $34.00 fee. The enclosed document titled DDA Holds/Transactions History shows your account activity on July 12 to July 18th. 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 a 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. Should you have additional questions, you 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.
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.
My complaint with First National Bank has been resolved. Thank you very much for your assistance.
Regards,
[redacted]...
November
20, 2015To
Whom It May Concern:We have not been provided with any details or explanation concerning the rejection from the consumer in order to tender a response.Sincerely, [redacted] Real Time Service Center First Convenience Bank
We are in receipt of your follow-up letter to the Revdex.com. The delayed availability hold placed on the $1,020.42 New Mexico Brain Institute, Inc. check was administered in strict compliance with Regulation CC which governs the availability of funds and collection of checks.As stated in our previous letter of December 27, 2016, Regulation CC allows financial institutions to delay funds from a check for a longer period as a means of reducing risk based on a reasonable belief that the deposit may not be collectible.
Please see attachment for a copy of our response to Ms. [redacted].We are in receipt of your recent letter to the Revdex.com and appreciate the opportunity to respond to your concerns.We show you reported your debit card lost and subsequently filed an unauthorized debit activity claim on March 15, 2016 for three unauthorized withdrawals conducted at a Global Cash A (GCA) ATM. During the claim interview, you stated that you did not keep the PIN with the card and have never used the merchant's products and/or services. Although we cannot require you to file a police report, you said you were agreeable to doing so.Our investigation identified discrepancies in your claim report and in the transaction activity. For example, there were no invalid PIN attempts related to the disputed transactions, the merchant confirmed you were a Buyer's Club member and frequented their hotel and casino prior to the reported unauthorized activity. Your account history supports that response as there were seven GCA debits from February 6, 2016 to February 21, 2016 which you did not dispute.Based on those findings, your claim was denied and we provided you notice of the denial in our letter dated April 5, 2016 (copy enclosed). If you have filed a police report, please provide us with the case number and contact information for the officer assigned to your case. We will cooperate fully in any lawful investigation and will reopen your dispute claim while doing so.As of today's date, your account has a charged-off balance of $759.93. You may make a deposit to your charged-off account by visiting any of our branch locations or mailing a check or money order to First National Bank Texas, Attn: Mail Teller, [redacted]
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]
We are in receipt of your letter to the Revdex.com and appreciate the opportunity to clarify some of the facts we uncovered during our research of your concerns.Our Funds Availability Policy, which complies with Federal Reserve Regulation CC, states in part, "...If we are not going to...
make all of the funds from your deposit available on the first (1st) banking day, we will notify you at the time you make your deposit. We will also tell you when the funds will be available. If your deposit is not made directly to one of our employees, or if we decide to take this action after you have left the premises, we will mail you the notice by the next business day following the banking day we receive your deposit. If you will need the funds from a deposit immediately, ask us when the funds will be available".We show on April 9, 2017, you deposited checks numbered 97 for $240.00 and 98 for $540.00; both drawn on your account with Chase, in to your accounts ending in -[redacted] and -[redacted] respectively. The following morning at approximately 8:08 a.m., you completed a $240.00 ATM withdrawal from account -[redacted] and a $500.00 ATM withdrawal from account ending in [redacted]. During our post deposit review on that same date, a seven business day hold was placed on the amount of the check as allowed by Regulation CC when we received confidential information indicating the item may not be paid. When we placed that hold, a notice of funds delayed availability (copy enclosed) was delivered electronically to your Gmail email address on file outlining the amount held, the reason for the delay, and the date funds would be made available.We show checks numbered 97 and 98 were returned to us unpaid by JP Morgan Chase Bank on April 12, 2017 for 'Closed Account' and charged back to your account. The associated return item fee was assessed along with an overdraft fee when the charge-back debit overdrew your account.As of today's date, your accounts ending in [redacted] and [redacted] have a charged-off balance of -$346.84 and 5685.33 respectively. You may make a deposit to correct this overdraft by visiting any of our branches or by mailing a deposit to First Convenience Bank, Attention: Mail Teller, [redacted].
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.
Also thank you for handling this for me also thanks to bank for closing with zero balance.
Regards,
[redacted]
Please see attachment for a copy of our response. Dear Mr. [redacted]:We are in receipt of your letters to Ms. [redacted] dated August 2, 2015 and August 3, 2015 as well as your recent communication with the Revdex.com.Your report of unauthorized debit activity was received by the...
appropriate department August 10, 2015. Dispute [redacted] contacted you by phone to begin the claim process and asked that you provide her with supporting documentation about the alleged unauthorized activity. To date, we have not received the requested information.
Attached is a copy of our response to Ms. [redacted].It was my pleasure to speak with you by phone regarding your letter to the Revdex.com. Please accept our sincere apology for the level of service provided you during your phone call to us for assistance with your account. Be assured we...
have taken steps to correct this training oversight.In an effort to assist you, I emailed a new signature card to you to formalize the removal of your name as a joint account holder, and designation of your authority as an authorized agent on checking account ending in [redacted]. You were asked to forward the completed signature card to me at:First Convenience Bank[redacted]I received an electronic copy of the completed signature card on April 14, 2016. During our April 15th phone call, you stated you had not yet placed the original signature card in the mail but would do so. At the conclusion of the call you stated your concerns have been resolved to your satisfaction.
We are in receipt of your correspondence to the Revdex.com. I attempted to contact you directly by phone but as of today have not received a response to the messages I left.A pending transaction is an approved debit or credit transaction that has not yet posted to your account. Pending...
transactions may affect your available balance and when items post, they are then reflected in your statement history.Please note that the available balance may not reflect all transactions that will impact the amount of funds in your account, including, but not limited to, your outstanding checks, automatic payments such as mobile or online bill payments, or ACH and recurring card transactions you have scheduled/authorized. For example, when you write a check, the payee may not present the check to us for payment so, in that instance, the amount of the outstanding check will not be deducted from your available balance.When you contacted us by phone on November 29, 2016 for information of all pending transactions reflecting in your account, we provided you with all requested information that was available to us 'at that time'. During the call, you acknowledged that you had two outstanding checks; one in the amount of $40.00 and the other for $30.00 but still made the decision to use the funds that were available in the account.As indicated in your letter, we show check number [redacted] for $150.00 payable to Barcelona Soccer presented for payment on November 29, 2016 against an insufficient account balance. The debit was marked for return and the associated per-item non-sufficient funds (NSF) fee was assessed to your account. The following day, we received your direct deposit from City Chandler for $948.11 which when posted, would provide sufficient funds to pay the NSF $150.00 check to Barcelona Soccer from the previous day. As a courtesy to you and to prevent you from possibly incurring merchant fees from a returned item, we stopped the return of the debit and paid the item. We also adjusted your fee assessment record to reflect a reversal of the November 29th NSF fee and assessment of the per-item overdraft fee. This fee is displayed in your account history as "OD/NSF ITEMS PAID".Should you require further information or assistance, please do not hesitate to contact me at my direct dial number provided in my voice mail.
Complaint: [redacted]
I am rejecting this response because:as stated in my last rejection, I and hope the Revdex.com,, FRCH , and the Texas Banking Authority will stand by me, that I was with out question unaware of the "fee" and there's something seriously immoral about a bank would think they can charge $700 a month (SEE ATTACHMENT) in "NSF" fee's because I was aware. Like I just wanted to give you guys 34 dollars just to decline my transaction. Furthermore, we did discuss that the Banking Rep brought up your fee's and ever verbally mentioned this. Next steps please Revdex.com.
Regards,
[redacted]
We are in receipt of your recent letter to the Revdex.com. 1 attempted to contact you at [redacted] to address your concerns. Unfortunately, my requests for a return phone call have gone unanswered.After a review of our records, we found that Branch Manager, [redacted], spoke with you on...
November 18, 2016 regarding this matter. At that time, she explained that while the temporary checks were issued for the account ending in -[redacted], overdraft or NSF fee assessment would have still been applicable on the dates of presentment; as neither your Checking Account ending in -[redacted] nor your Savings Account ending in -[redacted] had a sufficient balance to support the temporary checks written in the amounts of $48.00 and $21.93 which were presented for payment on November 16`" and November 17th, respectively.[redacted] also reported that during her conversation with you, you mentioned that you had used the checks for goods/services related to your son which may have contributed to the checks being issued for the account on which your son is listed.In review of both your closed and active Savings accounts, we found no record of any checks presenting for payment reflected within the transaction history prior to November 2"d (date you visited our banking center to obtain the temporary checks). We do show that a prior temporary check was issued for the Checking Account ending in -[redacted].In an effort to resolve this issue amicably, we have provided a one-time courtesy refund of $34 representing one NSF fee to your account ending in -[redacted].Should you require further information or assistance. please do not hesitate to contact me at my direct dial number provided in my voice mail.
Please see attachment for a copy of our response to Ms. [redacted]'s follow-up letter to your office.We are in receipt of your follow-up letter to the Revdex.com and wish to inform you that our position remains unchanged.Our records document that written disclosures including a Clear and Concise Guide to a Power Checking Account were provided to you when checking account ending in [redacted] was opened. As stated in our previous letter dated April 6, 2016, a second disclosure document about the account requirements was included with your January 2016 account statement to remind you that going forward; one of the qualifiers must be met to waive the monthly maintenance fee. In order for our customers to be truly successful in managing their account and avoiding the disclosed account related fees, we advised you to maintain an accurate transaction record of your account. 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
Complaint: [redacted]
I am rejecting this response because:
I want to see your proof that you were told this check would not cash. Anyone can use that as an excuse! My boss was in the bank and the bank manager tried to get answers from your company and was given the run around as was I. I have worked there over 7 years and have NEVER had an issue with a check. The bank manager called everyone she could in the company and found NO information that was given to my bank that this check might not clear. I was also informed by employees of the local branch that loss prevention had been doing this to seveal accounts for no reason and causing problems with other people's accounts. This is no way to run a business. Your loss prevention department can not just do what they want with no consequences. This has to be looked into. I am not one to sit back and be taken advantage of by a company who hides behind a saying that they have a right if they have valid information. Well when I see the valid information I will believe it. Even if the Revdex.com can see this valid information and confirms it to be true I will be happy considering the bank has denied ever giving this kind of information to you. They tried hard to get this problem fixed and ran into the same issues I did. No one could give the same reason for the check being held and I was hung up on 3 different times. This is not how you deal with someone calling to find out what is going on with her account. Again I want to see that you have VALID proof that you were told this check would not clear and did not just do this because you think you can. You can not play with people's money like this and not have to answer for it.
Regards,
[redacted]
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]
I am in receipt of your letter to the Revdex.com on behalf of your daughter, [redacted]. I would have preferred to speak with you and [redacted] directly but was unsuccessful in reaching you by phone. While researching your concerns, we listened to recordings of calls you made...
to us on September 17, 2016 concerning the non-sufficient fund handling fee assessed to your account ending in 9233 and [redacted]'s account ending in 9530. During your call with personal phone banker [redacted], you were told to work with the merchant (New York Life Insurance) to provide us with a letter stating they submitted an incorrect payment amount in error. Later that day, we received two letters from New York Life Insurance for you and your daughter [redacted] stating they erroneously attempted to debit your accounts for the incorrect amount. Upon receipt of the letters, we reviewed your account ending in 9233 and processed a refund of $34.00 representing the NSF fee that you would have avoided if the merchant submitted the correct debit amount for payment. However, after reviewing the letter sent for [redacted], we found the letter was not sufficient to warrant a refund on [redacted]'s account; the NSF fee would have been assessed even if the merchant submitted the correct debit amount for payment. On September 26, 2016 at approximately 7:14 p.m., we received a second letter from New York Life Insurance stating they submitted a second payment request in error to [redacted]'s account. This error resulted in a $34.00 NSF fee. We have credited [redacted]'s account ending in 9530 for that amount which restored the account to good standing. Should you have additional questions. please do not hesitate to call me at my direct dial number provided in my voice mail.
Revdex.com:
I have attached the document requested and will try to contact [redacted] again.
Regards,
[redacted]
Attached is a copy of our response to 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 opened your account on September 23, 2015,...
you were provided with a disclosure packet covering the terms, conditions and fee schedule governing your account. Included in that packet were documents titled Welcome to the Family and Banking Services-Fee Schedule both of which disclosed your account would be charged $34.00 for each item we return unpaid because you do not have enough money in your account.Each time a debit is declined for payment a NSF notice is emailed to you outlining the date of the payment, transaction type, and the payment amount. You may also obtain more detail on these transactions by visiting your local banking center or calling our 24 Hour Personal Account line and speaking to one of our customer care representatives.When listening to calls you made to Customer Support on April 6, 2016, we found Personal Phone Banker [redacted] reviewed with you your account history, explained that merchant holds reduce the amount available to pay checks and other debits that are presented to the bank for payment, and informed you that if you did not restore your account to good standing on that same date, your account would be charged another overdraft fee when the POS debit of $9.87 by Raising Cane's presents for final payment. You agreed to make a deposit on that day however; we do not show a deposit was made to avoid the disclosed per-item overdraft fee. A $34.00 Negative Balance fee was assessed on April 10, 2016 when the account remained overdrawn for six (6) consecutive banking days.Please find enclosed copies of the NSF/OD notices delivered electronically to your Gmail email address on file along with documents titled DDA Holds/Transaction History which provides a detail transaction activity for the days of April 4th to April 10th. Take a moment to read the informational sheet which is also enclosed.In an effort to provide an amicable resolution, I have processed refunds totaling $102.00 to your account. Please take this opportunity to make a deposit to cover the remaining negative balance in your account.Internet Banking is a convenient tool to monitor your Account as it provides you with both the current and available balance as well any pending transactions on the current calendar day you are viewing but the best way to avoid overdraft fees is to maintain an accurate transaction register.You may also wish to enroll in our 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 visit your local branch to establish a "transfer from" account.
November 18, 2015To Whom It May Concern:Our response to Ms. [redacted] concerns has been attached.Sincerely,[redacted]Real Time Service CenterFirst Convenience BankNovember 16, 2015[redacted]
[redacted]Re: RevDex.com case #[redacted] Dear Ms. [redacted]:I am in...
receipt
of your recent letter to the Revdex.com. I apologize that our
service did not meet the high standards we strive to achieve when you contacted
us by phone for assistance with fees assessed after two debits from [redacted] were
submitted for payment in error.Upon research of
your concerns, I found a letter of error from [redacted] was received on November
11, 2015. After reconstructing your account activity, I found the PayPal
transactions caused your account to incur $238.00 in fees of which $204.00 had
been refunded on November 13, 2015. I have processed an additional refund of
$34.00 to your account which provides total reimbursement for all fees assessed
as a result of the merchant's error.Thank you for giving us
the opportunity to take corrective action and for continuing your account
relationship with us.Sincerely,[redacted]Real Time Service CenterCC:
Revdex.com
We are in receipt of your correspondence to the Revdex.com. We sincerely apologize that a collection fee was inadvertently assessed to your account on June 20, 2016. I was happy to find that the fee was reversed that same day with a credit of $35.00 to your account.In response to your...
concerns regarding the non-sufficient funds fee, we show you opened two checking accounts ending in [redacted] and [redacted] on July 17, 2015. At that time, we provided you with a disclosure packet which covered the terms, conditions and fee schedule governing your account relationship with us. Included in that packet were documents titled, "Welcome to the Family" and "Banking Services/Fee Schedule" both of which disclosed your account would be charged $34.00 for each non-sufficient item.Our records also 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 on any transaction type. This means when an item is presented to us for payment and you do not have enough available funds in your account to pay it, the item will be returned as non-sufficient funds (NSF) and the NSF per item fee assessed.After a review of our records, we found you completed a transfer of $60.00 through Internet Banking on July 12, 2016 from your Representative Payee account ending in [redacted] to your sole owner checking account ending in [redacted]. This transfer increased the balance in account -[redacted] to $62.82. Two debit card transactions of $1.62 and $5.57 from RedBox and Shell Service Station presented to account -[redacted] for payment on July 14, 2016 and July 16, 2016 respectively which reduced your available balance to $55.63. On July 18, 2016, we received four preauthorized debits to account -[redacted] which reduced your available balance to $23.20. This balance was not sufficient to cover the $55.95 electronic debit by Elephant Insurance which presented for payment that same day during our nightly transaction processing. We returned the item as NSF and assessed the disclosed $34.00 fee. The enclosed document titled DDA Holds/Transactions History shows your account activity on July 12 to July 18th. 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 a 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. Should you have additional questions, you 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.
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.
My complaint with First National Bank has been resolved. Thank you very much for your assistance.
Regards,
[redacted]...
[redacted]
November
20, 2015To
Whom It May Concern:We have not been provided with any details or explanation concerning the rejection from the consumer in order to tender a response.Sincerely, [redacted] Real Time Service Center First Convenience Bank
We are in receipt of your follow-up letter to the Revdex.com. The delayed availability hold placed on the $1,020.42 New Mexico Brain Institute, Inc. check was administered in strict compliance with Regulation CC which governs the availability of funds and collection of checks.As stated in our previous letter of December 27, 2016, Regulation CC allows financial institutions to delay funds from a check for a longer period as a means of reducing risk based on a reasonable belief that the deposit may not be collectible.