Thank you for taking my phone call today and clarifying the type of service you were interested in establishing. As you requested, I have changed your overdraft privilege election from no overdraft privilege to our standard overdraft service. This means we may use our discretion to authorize...
and pay overdrafts for checks and other transactions made using your checking account number such as ACH transactions and automatic bill payments. You did not give us your approval to authorize and pay ATM and everyday debit card transactions or recurring debit card transactions when your account does not have sufficient available funds to cover the transaction you are attempting to make. Please allow up to three business days for this change to take effect. A document titled "What You Need to Know about Overdrafts and Overdraft Fees" detailing your overdraft privilege election was delivered electronically to your Gmail email address on file. An additional copy of that disclosure is enclosed ith this correspondence for your reference. In an effort to resolve this matter amicably, a courtesy refund of $34.00 was credited to your account. If you wish to enroll for our AccountTransfer Overdraft Protection Plan, I invite you to contact me directly at [redacted] to complete the enrollment process.
We are in receipt of your letter to the Revdex.com. We understand it can be frustrating when unexpected fees are charged to your account so we appreciate the opportunity to address your concerns.If you choose to use your debit card as a convenient way to purchase goods and services,...
please keep in mind these transactions impact your account available balance differently than checks and traditional ATM card transactions. In most instances, when 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. Funds on hold are not available for withdrawals, payment of checks or other debits. 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, so you should continue to carry the purchase amount as an outstanding item in your transaction register.In order to avoid unwanted fees, never assume that items will pay in a specific order and always use your transaction register to keep track of your account balance. Just because an item receives a hold and is authorized for payment does not guarantee that the item won't generate an overdraft fee when it clears your Account. If other items are posted to your Account in the meantime and create a negative available balance, items with a hold may generate overdraft fees.We found this to be the case on July 2 1 st when you made use of our overdraft service by completing two ATM withdrawals totaling $244.50 against an available balance of $21.1 1. We used our discretion to authorize and pay the withdrawals into overdraft assessing the associated overdraft fee for each withdrawal. The following day, two debit card purchases (Taco Bell and Burger King) totaling $8.63 presented for final payment against an overdrawn account balance. When a transaction is preauthorized, we are legally obligated to pay (post) these debits upon presentment. These transactions were posted into overdraft and the associated overdraft fee was assessed for each item. When no deposits were made to restore the account to good standing, the negative balance fee was assessed on July 26, 2017.The enclosed documents titled DDA Holds/Transaction History detail transaction activity are for the days of July 21 st to July 22nd, and July 26th. Please take a moment to read the informational sheet which is also enclosed.As of today's date, your account ending in [redacted] has an overdrawn balance of $398.39. Please take this opportunity to make a deposit to cover the negative balance in your account.
We are in receipt of your letter to the 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 respond to your concerns. When you established your account with us, ‘Ne provided...
you with a disclosure packet covering the terms, conditions, and fee schedule governing your account relationship with us. Included therein, the Deposit Agreement outlines our right to set off, and states in part: We may set off funds in your Account to pay any debt you may owe us. If the Account is designated as a Multiple-Party Account on the Signature Card, each Owner agrees that we may set off the entire amount of the Account against the debt of any Owner, notwithstanding the interest of other Owners in the Account. Each owner agrees to indemnify andand hold us harmless from all claims, demands, lawsuits, losses, costs, expenses and attorneys' fees we suffer or incur in enforcing your agreement to be jointly and severally liable for overdrafts, and to permit set off of the account against any one of your debts to us ....We are authorized to charge any matured debt or liability against the Account and all Affiliated Accounts, without notice to you, and we shall not be liable for dishonoring items if such a charge or charges result in insufficient funds in the Account... You hereby acknowledge and agree that your Account shall secure all debts and liabilities of all Affiliated Accounts and that we may set off against any such Affiliated Accounts to the extent permitted by applicable law and to the extent necessary to satisfi, all of your debts and liabilities to us, however and whenever incurred or evidenced. As referenced in your letter, we exercised our right to set off on July 10th and 12th when we transferred $23.99 and $15.39 respectively from your joint owner checking account ending in [redacted] to cover a debt owed to us by an authorized account owner. As of today's date, our records show your account ending in [redacted] is in good standing. Additionally, we show we stopped the return of the $53.77 electronic debit to PRIMERICA LIFE/INS and paid the item on August 2, 2016 when we received a cash deposit of $165.00 by joint owner [redacted]. Should you require further information or assistance from us in the future, we invite you to submit a Customer Feedback form through our website, participate in Live Chat or send a secure message through Internet Banking.
Attached is a copy of our response to Mr. [redacted].[redacted]
[redacted]Re: RevDex.com case #[redacted] Dear Mr. [redacted]:It was a pleasure
speaking with you by phone to address the concerns outlined in your letter to
the Revdex.com. I was sorry to...
hear that our service did not meet
your expectations when you contacted us by phone for an explanation of the
overdraft fee assessed to your account. Your feedback has been shared with
senior management for consideration of any necessary corrective training.We understand
that your Debit Card is a convenient way to pay for goods and services, but
these transactions impact your Account available balance differently than
checks and traditional ATM card transactions. Each time you use your Debit
MasterCard®, a "hold" is placed on available funds in your Account
because the Bank has a legal obligation to pay that debit upon presentment for
payment. 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. Funds on hold are not available for
withdrawals, payment of checks or other debits. 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, so
you should continue to carry the purchase amount as an outstanding item in your
transaction register.Please note, just
because a transaction is given a pre-authorization approval and is authorized
for payment does not guarantee that the item won't generate an overdraft fee
when it clears your account. If other items clear your account in the meantime
and create a negative available balance, previously pre-authorized items may
generate overdraft fees.As stated, if you
wish to continue your election of full overdraft privilege, you authorize us to
use our discretion to pay overdrafts on any
transaction type even when you do
not have enough money in the account. Whether we pay or return an NSF item, we
can charge your Account a fee per item as set forth in our Banking Services/Fee
Schedule.In recognition of
your efforts to make a deposit to restore your account to good standing, I have
processed a courtesy refund of $34.00 to your account.At the close of our
conversation, you stated your concerns were resolved to your satisfaction and
expressed appreciation for our phone call. Should you require further information
or assistance from us in the future, we invite you to submit a Customer
Feedback form, participate in Live Chat, or send a secure message through
Internet Banking.[redacted] **
[redacted]Customer Relations
Please see attachment for a copy of our response.We are in receipt of your recent letter to the 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 respond to your concerns.As...
indicated in your letter, when you established your account on January 6, 2015 you told us 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 as disclosed to you in the documents titled, "Welcome to the Family" and "Banking Services/Fee Schedule".Please note, because we are legally obligated to pay certain items, your Account may become overdrawn even if you do not authorize us to pay items into the overdraft. Whether we pay or return an NSF item, we can charge your Account a fee per item as set forth in our Banking Services/Fee Schedule. The fee may be imposed on checks and other transactions such as preauthorized debits, telephone-initiated transfers or other electronic transfers. We have no obligation to notify you before we pay or return any item. The items may not be presented to us for payment in the order that they occurred, and this may impact the total amount of fees you incur. The amount of any overdraft and NSF fees are due and payable as of the date incurred.On April 14, 2015, your available balance was $23.55 when an electronic debit from PROG COUNTY MUT for $124.66 presented for payment. We returned the item as NSF and assessed the disclosed $34.00 fee. Similar occurrences took place each time a transaction made using your checking account number presented for payment against an insufficient account balance. As stated in your call to Customer Support on April 22, 2015, upon receipt of a letter from Progressive County Mutual Insurance Company stating they submitted the debit for payment in error, we will refund any fees we assessed related solely to that error. You may forward supporting documentation from the merchant by fax to ###-###-####.Thank you for making us aware of unauthorized debit attempts on your account by U-Haul. Consumer protection laws allow you to file an unauthorized claim on payment order debits you believe to be unauthorized. You may do so by contacting our Dispute Resolution Center at ###-###-####, select 1(English) or 2 (Spanish), then option 2 followed by option 4. If the investigation supports the claim of unauthorized activity, your account will be credited for the amount of the transaction along with the fees directly resulting from the disputed transaction(s).In the meantime, your account ending in [redacted] charged off with an overdrawn balance of $420.21. You may make a deposit to correct the overdraft by visiting any of our branches or by mailing a deposit to First Convenience Bank, Attention: Mail Teller, [redacted]
We are in receipt of your 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 it states:"Our policy is to make funds from your deposits available to you on the first (1st) banking day after the day we receive your deposit... Depending on the type of check that you deposit, funds may not be available until the second (2") business day after the business day of your deposit. However, the first $200 of your deposit will be available on the first (1St) business day. 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".In addition, funds you deposit by check may be delayed for a longer period than two (2) business days, and the first $200 may not be available under the following circumstances:· We believe a check you deposited will not be paid· You deposit checks totaling more than $5,000 on any one (1) business day· You redeposit a check that has been returned unpaid· You have overdrawn your Account repeatedly in the last six (6) months· There is an emergency, such as failure of communications or computer equipmentWe will notify you if we delay your ability to withdraw funds for any of these reasons, and we will tell you when the funds will be available. They will generally be available no later than the seventh (7th) business day after the business day of your deposit.We show that you deposited check number [redacted] in the amount of $2,713.42 on February 14, 2017. At the time of your deposit, you were informed by Branch Manager [redacted] that a seven business day hold would be placed on the $2,713.42 check due to repeated overdrafts. When you indicated that you would rather have all of your money available immediately, [redacted] suggested that she return the check so that you could attempt to cash it at the bank on which it was drawn. You declined the offer, the deposit was made and you were providedwith a receipt and the notice of delayed availability (copy enclosed).We released the hold early on February 21st after receiving confirmation the deposited check had been paid upon presentment to the bank on which it was drawn.In the future, if you wish to negotiate a check drawn on another financial institution, you may present the check directly to the bank on which it was drawn. You may also ask the bank on which the check was drawn to fax a letter stating the check has been paid. This letter may be faxed to [redacted].
It was a pleasure to speak with you by phone about the concerns outlined in your letter to the Revdex.com.As we discussed by phone, we charge an overdraft fee of $34 per item we pay even though you do not have enough money in your account. We will not charge an overdraft fee if the items...
we pay are $1 or less or result in an overdrawn balance of $10 or less. If we pay more than three (3) overdraft items for you in one ( I ) day, we will limit the number of per item Overdraft fees we charge to three (3) per banking day. We will also limit the number of per item Overdraft fees to twelve (12) per month.To reduce the cost of future overdrafts, I encourage you to enroll in our AccountTRANSFER Overdraft Protection Plan. 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. We will make one (1) transfer per day and one (1) AccountTRANSFER Overdraft Protection fee of $10 will be assessed. If the exact amount is not available in the designated "transfer from" account to cover the overdraft plus the transfer fee, then no transfer will take place and our normal $34 per item NSF/OD fee and Negative Balance Fees apply.We then discussed the duplicate payment by Honda for $310.46 which posted to your account on April 28, 2017. As stated during our call, we received your request to dispute the electronic (ACH) debit by Honda on April 29, 2017. Your claim was finalized on May 1, 2017 with credits totaling $412.46 which included the amount of the disputed transaction and associated overdraft fees. A copy of our determination letter is enclosed for your reference.At the conclusion of the call you indicated that your concerns have been addressed satisfactorily. Should you require further information or assistance from us in the future, we invite you to submit a secure message through Internet Banking, participate in Live Chat located on our website; there, you will also find a complete listing of our nineteen (19) branch locations in Arizona. You may also contact me directly at [redacted].
Please see attachment for a copy of our response. Re: Revdex.com #[redacted] Dear Mr. [redacted]:We are in receipt of your most recent letter to the Revdex.com and wish to inform you that our position has not changed from our response to the Office of the Comptroller of the Currency Case [redacted] dated July 20, 2015.During our July 20`11 phone call, you acknowledged that you were informed of the overdraft privilege choices available to you at time of account opening, selected no overdraft privilege, and was given the new account disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us.Included in that packet was a document tiled, "A Clear and Concise Guide to the Power Checking Account" which disclosed you will be charged an NSF fee for each check and ACH transaction 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 less than $1.00.An additional copy of the "Clear and Concise Guide to the Power Checking Account" is enclosed for your reference. Please direct your attention to the section titled "What You Need To Know About Overdrafts and Overdraft Fees". I have highlighted the area that discloses the Non-Sufficient Funds (NSF) Fee and Negative Balance Fee in the section to the Overdraft Option you selected at account opening.
We are in receipt of your most recent letter to the Revdex.com and appreciate the opportunity to respond to your concerns.We conducted and full and thorough investigation into your concerns which included an audit of the teller's transaction report and found that the teller who assisted you was short in her cash count. Our investigation determined that the cash shortage was associated with your transaction.Although no bank error was made, we have processed a credit of $100 to your account ending in [redacted]
It was a pleasure to speak with you by phone about your letter to the Revdex.com.During our call, we discussed the point-of-sale (POS) transactions that caused your account to become overdrawn. You confirmed that each debit transaction was authorized by you, and acknowledged that the...
transactions were initiated in anticipation of a deposit which was received later than expected.I thank you for using online banking and mobile banking to review your transaction history. I encourage you to enable text alerts to receive notifications of when your balance has fallen below the designated amount. If you need assistance with enabling text alerts, please do not hesitate to contact me directly at [redacted].In recognition of your efforts to make a deposit to restore your account to good standing, we have processed credits totaling $136.00 to your account. In closing, I wish you well as you pursue your educational goals. Although it can be daunting when you look at the required course work, it is also very fulfilling and empowering as you pass each milestone.
Please see attachment for a copy of our response to Mr. [redacted].Dear Mr. [redacted]:We are in receipt of letter to the Revdex.com and appreciate the opportunity to respond to your concerns.A search of our records show on December 31, 2015, merchant "SAMSCLUB-WALMART/GE CARD" presented...
anelectronic (ACH) debit transaction in the amount of $733.00 (in lieu of check number [redacted] written on December 29th) for payment against your account ending in -[redacted]. This merchant also presented the original check [redacted] for payment on January 4, 2016. You notified us of this activity on February 22, 2016 and an investigation pursued. On that same date, we reversed the electronic debit of $733.00, and credited your account ending in [redacted] for that amount.We also show on March 30, 2016, you filed a second claim of unauthorized debit activity in relation to check number [redacted]. Subsequently, your account ending in [redacted] was closed to avoid exposure to any further unauthorized activity. The claim was denied because the item was reported to the bank more than sixty calendar days after your January 2016 account statement was mailed to you. Although we denied your claim, our investigators continued to work in a conciliatory capacity with you and Wal-Mart to seek a resolution to this issue by providing documentation that our records reflected the double payment of the transaction from the account to SAMSCLUB-WALMART/GE CARD.On April 25, 2016, you visited our Gray Street branch for a resolution to your concerns, and met with [redacted] During your visit, you informed [redacted] that you had filed a dispute with Wal-Mart on April 22, 2016, case number [redacted] in an effort to locate your missing SAMSCLUB-WALMART/GE credit card payment which cleared account ending in [redacted] on January 4, 2016. To date, Wal-Mart has not provided you with a status update of your dispute.In an effort to assist you with resolving your disagreement with the merchant, [redacted] issued a provisional credit of $733.00 to your account ending in [redacted] while we completed a "source receipt" review for this payment with the receiving bank. As of today's date, we are still pending this information from JP Morgan Chase. At the conclusion of your discussion with [redacted], you confirmed your understanding that we would reverse our provisional credit of $733.00 from your account once we received confirmation from JP Morgan Chase that they received your payment. You informed [redacted] that she had sufficiently addressed your concerns.
We are in receipt of your correspondence to the Revdex.com. After listening to the recording of your January 28, 2016 phone call to customer support, I found the unauthorized fees and charges to which you refer in your letter are the overdraft collection attempts we made to satisfy the...
overdrawn balance in account ending in 0098. Please permit me to provide you additional information concerning the actions we took involving your account. In the Deposit Agreement provided you at account opening, we disclosed, "We may set off funds in your Account to pay any debt you may owe us. If the Account is designated as a Multiple-Party Account on the Signature Card, each Owner agrees that we may set off the entire amount of the Account against the debt of any Owner, notwithstanding the interest of other Owners in the Account... We are authorized to charge any matured debt or liability against the Account and all Affiliated Accounts, without notice to you, and we shall not be liable for dishonoring items if such a charge or charges result in insufficient funds in the Account... You hereby acknowledge and agree that your Account shall secure all debts and liabilities of all Affiliated Accounts and that we may set off against any such Affiliated Accounts to the extent permitted by applicable law and to the extent necessary to satisfy all ofyour debts and liabilities to us, however and whenever incurred or evidenced". Our records show your account ending in 0098 became overdrawn when electronic payments from Active Hours, Inc., Gexa Energy, Advance America, ATT and checks you wrote presented for payment against an insufficient account balance. We returned each item unpaid and assessed the disclosed non-sufficient funds handling fee. On January 17th and 28th, 2016, we exercised our right of set off by transferring funds from your account ending in 3991 to satisfy the debt in account ending in 0098. After we exercised our right of set off, ATT presented a payment of $399.80 on February 4, 2016 against an insufficient account balance. We returned the item unpaid and assessed a NSF fee. We have enclosed a copy of your DDA Holds/Transactions History which outlines all transaction activity for the dates on which the non-sufficient funds (NSF) fee was assessed in the prior forty-five (45) day period. Also enclosed are copies of the NSF notices you received for the fee assessments. In an effort to resolve this matter amicably, we have processed refunds totaling $136.00 to your account ending in 0098. Should you require further information or assistance from us in the future, we invite you to submit a Customer Feedback form through our website, participate in Live Chat or send a secure message through Internet Banking.
It was a pleasure to speak with you by phone about the concerns outlined in your letter to the Revdex.com.During our call, you provided me with a copy of your Military 1.D. card to qualify you for a Convenience Checking account. I informed you that this Military I.D. card expired June 5,...
2010 but upon receipt of a valid (unexpired) Military I.D. card or Veteran 1.D. card, we will change your account type from a Power Checking account to a Convenience Checking account. You stated this was the only Military I.D. card you had in your possession but would set-up recurring direct deposits to your Power Checking account to avoid the monthly maintenance fee going forward.As a reminder, the requirements to waive the monthly maintenance fee are:· Maintain a balance of $100 or more each day, or· Have a monthly recurring direct deposit of $100 or more reflect on your monthly statement (Internaltransfers from other FNBT/ FCB accounts and Internet Banking transfers do not qualify as direct deposits for waiving the monthly fee), or· Complete at least eight (8) debit card purchases that reflect on your monthly statement. (ATM transactions do not count towards the eight (8) debit card purchases).Following our phone call, I emailed you a copy of the disclosure document titled, "A Clear and Concise Guide to the Power Checking Account" and provided a summary of our conversation. As a goodwill gesture, refunds totaling $58.00 were processed to your account ending in [redacted].At the conclusion of the call you stated you were satisfied with the resolution. Should you require further information or assistance from us in the future, we invite you to submit a Customer Feedback form, participate
November
23, 2015To
Whom It May Concern:Our
response to Ms. [redacted]’s concerns along with the pertinent supporting
documents has been attached.Sincerely, [redacted] Real Time Service Center First Convenience BankNovember 18, 2015[redacted] [redacted]
[redacted]Re:...
Revdex.com Case #[redacted] Dear Ms. [redacted]:We are in receipt of your correspondence to the 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 respond to your concernsWhen you established your account, we provided you with a disclosure
packet covering the terms, conditions and fee schedule governing your account
relationship with us. Included therein, the Deposit Agreement outlines our
right of set off and states, "We may set offfunds in your Account to
pay any debt you may owe us. If the Account is designated as a Multiple-Party
Account on the Signature Card, each Owner agrees that we may set off the entire
amount of the Account against the debt of any Owner, notwithstanding the
interest of other Owners in the Account... We are authorized to charge any
matured debt or liability against the Account and all Affiliated Accounts,
without notice to you, and we shall not
be liable for dishonoring items if such a charge or charges result in
insufficient funds in the Account... You hereby acknowledge and agree that
your Account shall secure all debts and liabilities of all Affiliated Accounts
and that we may set off against any such Affiliated Accounts to the extent
permitted by applicable Imv and to the extent necessary to satisfi7 all ofyour
debts and liabilities to us, however and whenever incurred or evidenced".We show on April
17, 2015, you received a Fresh Start Loan of $985.80. You agreed to repay the
loan in 6 monthly installments of $164.30 beginning May 31, 2015 and ending
October 31, 2015. A review of your Fresh Start Loan payment history shows your
last loan payment was received on September 9, 2015. When we did not receive
further payment from you on the due dates of your loan, we exercised our right
of set-off on October 12th, October 171h, and November
12, 2015 when we transferred funds from your accounts ending in [redacted] and [redacted]
to set off an obligation you entered when you established the Fresh Start loan.I have enclosed
copies of your October 2015 and November 2015 monthly account statements when
we exercised our right of set off.As of the date of
this letter, your Fresh Start loan has a past due balance of $171.06. Please
take this opportunity to make a payment to your loan by visiting any of our
branch locations, contacting us by phone at [redacted] or by mail to: First
Convenience Bank, Attn: [redacted]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.Vice President Customer RelationsCC: Revdex.com Enclosures (11)
Please see attachment for a copy of our response. Dear Ms. [redacted]:We are in receipt of your correspondence to the Revdex.com (Revdex.com). I am sorry that you did not receive the standard of customer service to which we aspire when you visited our banking center for assistance with your...
account.On July 1, 2015, we received notification of a Revdex.com Consumer Review you submitted on our website. I contacted you directly by phone that same day to address the concerns you outlined in your review. During our conversation, you shared with me your recent experience at our banking center located at [redacted], Texas; we discussed the branch hours as published on our website and I told you your concerns would be shared with senior management for appropriate follow-up.During our call, you also informed me you had difficulty obtaining the Fresh Start Loan documents from your local banking center. I contacted our Retail Lending department to have the loan documents forwarded to the designated branch for completion. A review of our records shows you signed the loan documents on July 1, 2015 and the loan proceeds were made available in your checking account that same day.I attempted to reach you by phone on July 8, 2015 to confirm we had addressed all of your concerns. Since I did not reach you, please do not hesitate to call me at my direct dial number provided in my voice mail should you have questions.
Complaint: [redacted]
I am rejecting this response because: 1st Convenience Bank has always had my correct mailing address and my correct phone number and correct email address. They state that my account went into "address unknown" status and imply that I changed my address. I receive mail at my current address 6 days a week and have never had a problem with returned mail, until now. 1st Convenience Bank states in the letter to me, "The accountholder's responsibility is to ensure that we have your current mailing address in our records." I have told this bank over and over again that they have my correct address and nothing has changed. They continue in the letter to me to state, "We stored your statements that were generated thereafter in our system until such time as you provide us with your correct address information." I am confused. If I have always maintained my same address and I always get all my other mail there, why is it that 1st Convenience Bank is unable to send me mail? When I asked for proof of the returned mail 1st Convenience Bank was able to send me a letter to my same address that was used to open the account and asked for $30.00 to cover the cost of research. If they indeed did get mail returned to them, why did they not call my working phone number or email me to ask what was wrong? I did not move, I had the same phone number and email address as I did when I opened the account. Nothing with me had changed. This will not be resolved until I receive a cashier's check for $100.00, my account is closed and any and all damage to my credit be repaired.
Regards,
[redacted]
Please see attachment for a copy of our response. We are in receipt of your recent letter to the 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 respond to your...
concerns.Our records show you contacted us by phone on January 21, 2015 and spoke with personal phone banker [redacted]. The call recording documents your verbal request to change your overdraft privilege election from no overdraft privilege to our Full Overdraft Privilege plan. This change was effective as of January 24, 2015. A copy of the notice confirming the change is enclosed for your reference.After a thorough search of our records, we show no report of an overdraft privilege election change request from you after January 21, 2015. The continued use of your account, including the repeated use of discretionary overdraft, indicates your willingness for full overdraft privilege service.Based on your letter to the Revdex.com, I have changed your election to no overdraft privilege. Please allow up to three business days for this change to take effect. Details' regarding your overdraft privilege election is enclosed with this correspondence for your reference.
Thank you for taking my phone call today and clarifying the type of service you were interested in establishing. As you requested, I have changed your overdraft privilege election from no overdraft privilege to our standard overdraft service. This means we may use our discretion to authorize...
and pay overdrafts for checks and other transactions made using your checking account number such as ACH transactions and automatic bill payments. You did not give us your approval to authorize and pay ATM and everyday debit card transactions or recurring debit card transactions when your account does not have sufficient available funds to cover the transaction you are attempting to make. Please allow up to three business days for this change to take effect. A document titled "What You Need to Know about Overdrafts and Overdraft Fees" detailing your overdraft privilege election was delivered electronically to your Gmail email address on file. An additional copy of that disclosure is enclosed ith this correspondence for your reference. In an effort to resolve this matter amicably, a courtesy refund of $34.00 was credited to your account. If you wish to enroll for our AccountTransfer Overdraft Protection Plan, I invite you to contact me directly at [redacted] to complete the enrollment process.
We are in receipt of your letter to the Revdex.com. We understand it can be frustrating when unexpected fees are charged to your account so we appreciate the opportunity to address your concerns.If you choose to use your debit card as a convenient way to purchase goods and services,...
please keep in mind these transactions impact your account available balance differently than checks and traditional ATM card transactions. In most instances, when 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. Funds on hold are not available for withdrawals, payment of checks or other debits. 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, so you should continue to carry the purchase amount as an outstanding item in your transaction register.In order to avoid unwanted fees, never assume that items will pay in a specific order and always use your transaction register to keep track of your account balance. Just because an item receives a hold and is authorized for payment does not guarantee that the item won't generate an overdraft fee when it clears your Account. If other items are posted to your Account in the meantime and create a negative available balance, items with a hold may generate overdraft fees.We found this to be the case on July 2 1 st when you made use of our overdraft service by completing two ATM withdrawals totaling $244.50 against an available balance of $21.1 1. We used our discretion to authorize and pay the withdrawals into overdraft assessing the associated overdraft fee for each withdrawal. The following day, two debit card purchases (Taco Bell and Burger King) totaling $8.63 presented for final payment against an overdrawn account balance. When a transaction is preauthorized, we are legally obligated to pay (post) these debits upon presentment. These transactions were posted into overdraft and the associated overdraft fee was assessed for each item. When no deposits were made to restore the account to good standing, the negative balance fee was assessed on July 26, 2017.The enclosed documents titled DDA Holds/Transaction History detail transaction activity are for the days of July 21 st to July 22nd, and July 26th. Please take a moment to read the informational sheet which is also enclosed.As of today's date, your account ending in [redacted] has an overdrawn balance of $398.39. Please take this opportunity to make a deposit to cover the negative balance in your account.
We are in receipt of your letter to the 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 respond to your concerns. When you established your account with us, ‘Ne provided...
you with a disclosure packet covering the terms, conditions, and fee schedule governing your account relationship with us. Included therein, the Deposit Agreement outlines our right to set off, and states in part: We may set off funds in your Account to pay any debt you may owe us. If the Account is designated as a Multiple-Party Account on the Signature Card, each Owner agrees that we may set off the entire amount of the Account against the debt of any Owner, notwithstanding the interest of other Owners in the Account. Each owner agrees to indemnify andand hold us harmless from all claims, demands, lawsuits, losses, costs, expenses and attorneys' fees we suffer or incur in enforcing your agreement to be jointly and severally liable for overdrafts, and to permit set off of the account against any one of your debts to us ....We are authorized to charge any matured debt or liability against the Account and all Affiliated Accounts, without notice to you, and we shall not be liable for dishonoring items if such a charge or charges result in insufficient funds in the Account... You hereby acknowledge and agree that your Account shall secure all debts and liabilities of all Affiliated Accounts and that we may set off against any such Affiliated Accounts to the extent permitted by applicable law and to the extent necessary to satisfi, all of your debts and liabilities to us, however and whenever incurred or evidenced. As referenced in your letter, we exercised our right to set off on July 10th and 12th when we transferred $23.99 and $15.39 respectively from your joint owner checking account ending in [redacted] to cover a debt owed to us by an authorized account owner. As of today's date, our records show your account ending in [redacted] is in good standing. Additionally, we show we stopped the return of the $53.77 electronic debit to PRIMERICA LIFE/INS and paid the item on August 2, 2016 when we received a cash deposit of $165.00 by joint owner [redacted]. Should you require further information or assistance from us in the future, we invite you to submit a Customer Feedback form through our website, participate in Live Chat or send a secure message through Internet Banking.
Attached is a copy of our response to Mr. [redacted].[redacted]
[redacted]Re: RevDex.com case #[redacted] Dear Mr. [redacted]:It was a pleasure
speaking with you by phone to address the concerns outlined in your letter to
the Revdex.com. I was sorry to...
hear that our service did not meet
your expectations when you contacted us by phone for an explanation of the
overdraft fee assessed to your account. Your feedback has been shared with
senior management for consideration of any necessary corrective training.We understand
that your Debit Card is a convenient way to pay for goods and services, but
these transactions impact your Account available balance differently than
checks and traditional ATM card transactions. Each time you use your Debit
MasterCard®, a "hold" is placed on available funds in your Account
because the Bank has a legal obligation to pay that debit upon presentment for
payment. 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. Funds on hold are not available for
withdrawals, payment of checks or other debits. 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, so
you should continue to carry the purchase amount as an outstanding item in your
transaction register.Please note, just
because a transaction is given a pre-authorization approval and is authorized
for payment does not guarantee that the item won't generate an overdraft fee
when it clears your account. If other items clear your account in the meantime
and create a negative available balance, previously pre-authorized items may
generate overdraft fees.As stated, if you
wish to continue your election of full overdraft privilege, you authorize us to
use our discretion to pay overdrafts on any
transaction type even when you do
not have enough money in the account. Whether we pay or return an NSF item, we
can charge your Account a fee per item as set forth in our Banking Services/Fee
Schedule.In recognition of
your efforts to make a deposit to restore your account to good standing, I have
processed a courtesy refund of $34.00 to your account.At the close of our
conversation, you stated your concerns were resolved to your satisfaction and
expressed appreciation for our phone call. Should you require further information
or assistance from us in the future, we invite you to submit a Customer
Feedback form, participate in Live Chat, or send a secure message through
Internet Banking.[redacted] **
[redacted]Customer Relations
Please see attachment for a copy of our response.We are in receipt of your recent letter to the 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 respond to your concerns.As...
indicated in your letter, when you established your account on January 6, 2015 you told us 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 as disclosed to you in the documents titled, "Welcome to the Family" and "Banking Services/Fee Schedule".Please note, because we are legally obligated to pay certain items, your Account may become overdrawn even if you do not authorize us to pay items into the overdraft. Whether we pay or return an NSF item, we can charge your Account a fee per item as set forth in our Banking Services/Fee Schedule. The fee may be imposed on checks and other transactions such as preauthorized debits, telephone-initiated transfers or other electronic transfers. We have no obligation to notify you before we pay or return any item. The items may not be presented to us for payment in the order that they occurred, and this may impact the total amount of fees you incur. The amount of any overdraft and NSF fees are due and payable as of the date incurred.On April 14, 2015, your available balance was $23.55 when an electronic debit from PROG COUNTY MUT for $124.66 presented for payment. We returned the item as NSF and assessed the disclosed $34.00 fee. Similar occurrences took place each time a transaction made using your checking account number presented for payment against an insufficient account balance. As stated in your call to Customer Support on April 22, 2015, upon receipt of a letter from Progressive County Mutual Insurance Company stating they submitted the debit for payment in error, we will refund any fees we assessed related solely to that error. You may forward supporting documentation from the merchant by fax to ###-###-####.Thank you for making us aware of unauthorized debit attempts on your account by U-Haul. Consumer protection laws allow you to file an unauthorized claim on payment order debits you believe to be unauthorized. You may do so by contacting our Dispute Resolution Center at ###-###-####, select 1(English) or 2 (Spanish), then option 2 followed by option 4. If the investigation supports the claim of unauthorized activity, your account will be credited for the amount of the transaction along with the fees directly resulting from the disputed transaction(s).In the meantime, your account ending in [redacted] charged off with an overdrawn balance of $420.21. You may make a deposit to correct the overdraft by visiting any of our branches or by mailing a deposit to First Convenience Bank, Attention: Mail Teller, [redacted]
We are in receipt of your 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 it states:"Our policy is to make funds from your deposits available to you on the first (1st) banking day after the day we receive your deposit... Depending on the type of check that you deposit, funds may not be available until the second (2") business day after the business day of your deposit. However, the first $200 of your deposit will be available on the first (1St) business day. 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".In addition, funds you deposit by check may be delayed for a longer period than two (2) business days, and the first $200 may not be available under the following circumstances:· We believe a check you deposited will not be paid· You deposit checks totaling more than $5,000 on any one (1) business day· You redeposit a check that has been returned unpaid· You have overdrawn your Account repeatedly in the last six (6) months· There is an emergency, such as failure of communications or computer equipmentWe will notify you if we delay your ability to withdraw funds for any of these reasons, and we will tell you when the funds will be available. They will generally be available no later than the seventh (7th) business day after the business day of your deposit.We show that you deposited check number [redacted] in the amount of $2,713.42 on February 14, 2017. At the time of your deposit, you were informed by Branch Manager [redacted] that a seven business day hold would be placed on the $2,713.42 check due to repeated overdrafts. When you indicated that you would rather have all of your money available immediately, [redacted] suggested that she return the check so that you could attempt to cash it at the bank on which it was drawn. You declined the offer, the deposit was made and you were providedwith a receipt and the notice of delayed availability (copy enclosed).We released the hold early on February 21st after receiving confirmation the deposited check had been paid upon presentment to the bank on which it was drawn.In the future, if you wish to negotiate a check drawn on another financial institution, you may present the check directly to the bank on which it was drawn. You may also ask the bank on which the check was drawn to fax a letter stating the check has been paid. This letter may be faxed to [redacted].
It was a pleasure to speak with you by phone about the concerns outlined in your letter to the Revdex.com.As we discussed by phone, we charge an overdraft fee of $34 per item we pay even though you do not have enough money in your account. We will not charge an overdraft fee if the items...
we pay are $1 or less or result in an overdrawn balance of $10 or less. If we pay more than three (3) overdraft items for you in one ( I ) day, we will limit the number of per item Overdraft fees we charge to three (3) per banking day. We will also limit the number of per item Overdraft fees to twelve (12) per month.To reduce the cost of future overdrafts, I encourage you to enroll in our AccountTRANSFER Overdraft Protection Plan. 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. We will make one (1) transfer per day and one (1) AccountTRANSFER Overdraft Protection fee of $10 will be assessed. If the exact amount is not available in the designated "transfer from" account to cover the overdraft plus the transfer fee, then no transfer will take place and our normal $34 per item NSF/OD fee and Negative Balance Fees apply.We then discussed the duplicate payment by Honda for $310.46 which posted to your account on April 28, 2017. As stated during our call, we received your request to dispute the electronic (ACH) debit by Honda on April 29, 2017. Your claim was finalized on May 1, 2017 with credits totaling $412.46 which included the amount of the disputed transaction and associated overdraft fees. A copy of our determination letter is enclosed for your reference.At the conclusion of the call you indicated that your concerns have been addressed satisfactorily. Should you require further information or assistance from us in the future, we invite you to submit a secure message through Internet Banking, participate in Live Chat located on our website; there, you will also find a complete listing of our nineteen (19) branch locations in Arizona. You may also contact me directly at [redacted].
Please see attachment for a copy of our response. Re: Revdex.com #[redacted] Dear Mr. [redacted]:We are in receipt of your most recent letter to the Revdex.com and wish to inform you that our position has not changed from our response to the Office of the Comptroller of the Currency Case [redacted] dated July 20, 2015.During our July 20`11 phone call, you acknowledged that you were informed of the overdraft privilege choices available to you at time of account opening, selected no overdraft privilege, and was given the new account disclosure packet outlining the terms, conditions, and fee schedule governing your account relationship with us.Included in that packet was a document tiled, "A Clear and Concise Guide to the Power Checking Account" which disclosed you will be charged an NSF fee for each check and ACH transaction 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 less than $1.00.An additional copy of the "Clear and Concise Guide to the Power Checking Account" is enclosed for your reference. Please direct your attention to the section titled "What You Need To Know About Overdrafts and Overdraft Fees". I have highlighted the area that discloses the Non-Sufficient Funds (NSF) Fee and Negative Balance Fee in the section to the Overdraft Option you selected at account opening.
We are in receipt of your most recent letter to the Revdex.com and appreciate the opportunity to respond to your concerns.We conducted and full and thorough investigation into your concerns which included an audit of the teller's transaction report and found that the teller who assisted you was short in her cash count. Our investigation determined that the cash shortage was associated with your transaction.Although no bank error was made, we have processed a credit of $100 to your account ending in [redacted]
It was a pleasure to speak with you by phone about your letter to the Revdex.com.During our call, we discussed the point-of-sale (POS) transactions that caused your account to become overdrawn. You confirmed that each debit transaction was authorized by you, and acknowledged that the...
transactions were initiated in anticipation of a deposit which was received later than expected.I thank you for using online banking and mobile banking to review your transaction history. I encourage you to enable text alerts to receive notifications of when your balance has fallen below the designated amount. If you need assistance with enabling text alerts, please do not hesitate to contact me directly at [redacted].In recognition of your efforts to make a deposit to restore your account to good standing, we have processed credits totaling $136.00 to your account. In closing, I wish you well as you pursue your educational goals. Although it can be daunting when you look at the required course work, it is also very fulfilling and empowering as you pass each milestone.
Please see attachment for a copy of our response to Mr. [redacted].Dear Mr. [redacted]:We are in receipt of letter to the Revdex.com and appreciate the opportunity to respond to your concerns.A search of our records show on December 31, 2015, merchant "SAMSCLUB-WALMART/GE CARD" presented...
anelectronic (ACH) debit transaction in the amount of $733.00 (in lieu of check number [redacted] written on December 29th) for payment against your account ending in -[redacted]. This merchant also presented the original check [redacted] for payment on January 4, 2016. You notified us of this activity on February 22, 2016 and an investigation pursued. On that same date, we reversed the electronic debit of $733.00, and credited your account ending in [redacted] for that amount.We also show on March 30, 2016, you filed a second claim of unauthorized debit activity in relation to check number [redacted]. Subsequently, your account ending in [redacted] was closed to avoid exposure to any further unauthorized activity. The claim was denied because the item was reported to the bank more than sixty calendar days after your January 2016 account statement was mailed to you. Although we denied your claim, our investigators continued to work in a conciliatory capacity with you and Wal-Mart to seek a resolution to this issue by providing documentation that our records reflected the double payment of the transaction from the account to SAMSCLUB-WALMART/GE CARD.On April 25, 2016, you visited our Gray Street branch for a resolution to your concerns, and met with [redacted] During your visit, you informed [redacted] that you had filed a dispute with Wal-Mart on April 22, 2016, case number [redacted] in an effort to locate your missing SAMSCLUB-WALMART/GE credit card payment which cleared account ending in [redacted] on January 4, 2016. To date, Wal-Mart has not provided you with a status update of your dispute.In an effort to assist you with resolving your disagreement with the merchant, [redacted] issued a provisional credit of $733.00 to your account ending in [redacted] while we completed a "source receipt" review for this payment with the receiving bank. As of today's date, we are still pending this information from JP Morgan Chase. At the conclusion of your discussion with [redacted], you confirmed your understanding that we would reverse our provisional credit of $733.00 from your account once we received confirmation from JP Morgan Chase that they received your payment. You informed [redacted] that she had sufficiently addressed your concerns.
Regarding complaint #[redacted] Has been resolved. Thank you [redacted]
We are in receipt of your correspondence to the Revdex.com. After listening to the recording of your January 28, 2016 phone call to customer support, I found the unauthorized fees and charges to which you refer in your letter are the overdraft collection attempts we made to satisfy the...
overdrawn balance in account ending in 0098. Please permit me to provide you additional information concerning the actions we took involving your account. In the Deposit Agreement provided you at account opening, we disclosed, "We may set off funds in your Account to pay any debt you may owe us. If the Account is designated as a Multiple-Party Account on the Signature Card, each Owner agrees that we may set off the entire amount of the Account against the debt of any Owner, notwithstanding the interest of other Owners in the Account... We are authorized to charge any matured debt or liability against the Account and all Affiliated Accounts, without notice to you, and we shall not be liable for dishonoring items if such a charge or charges result in insufficient funds in the Account... You hereby acknowledge and agree that your Account shall secure all debts and liabilities of all Affiliated Accounts and that we may set off against any such Affiliated Accounts to the extent permitted by applicable law and to the extent necessary to satisfy all ofyour debts and liabilities to us, however and whenever incurred or evidenced". Our records show your account ending in 0098 became overdrawn when electronic payments from Active Hours, Inc., Gexa Energy, Advance America, ATT and checks you wrote presented for payment against an insufficient account balance. We returned each item unpaid and assessed the disclosed non-sufficient funds handling fee. On January 17th and 28th, 2016, we exercised our right of set off by transferring funds from your account ending in 3991 to satisfy the debt in account ending in 0098. After we exercised our right of set off, ATT presented a payment of $399.80 on February 4, 2016 against an insufficient account balance. We returned the item unpaid and assessed a NSF fee. We have enclosed a copy of your DDA Holds/Transactions History which outlines all transaction activity for the dates on which the non-sufficient funds (NSF) fee was assessed in the prior forty-five (45) day period. Also enclosed are copies of the NSF notices you received for the fee assessments. In an effort to resolve this matter amicably, we have processed refunds totaling $136.00 to your account ending in 0098. Should you require further information or assistance from us in the future, we invite you to submit a Customer Feedback form through our website, participate in Live Chat or send a secure message through Internet Banking.
It was a pleasure to speak with you by phone about the concerns outlined in your letter to the Revdex.com.During our call, you provided me with a copy of your Military 1.D. card to qualify you for a Convenience Checking account. I informed you that this Military I.D. card expired June 5,...
2010 but upon receipt of a valid (unexpired) Military I.D. card or Veteran 1.D. card, we will change your account type from a Power Checking account to a Convenience Checking account. You stated this was the only Military I.D. card you had in your possession but would set-up recurring direct deposits to your Power Checking account to avoid the monthly maintenance fee going forward.As a reminder, the requirements to waive the monthly maintenance fee are:· Maintain a balance of $100 or more each day, or· Have a monthly recurring direct deposit of $100 or more reflect on your monthly statement (Internaltransfers from other FNBT/ FCB accounts and Internet Banking transfers do not qualify as direct deposits for waiving the monthly fee), or· Complete at least eight (8) debit card purchases that reflect on your monthly statement. (ATM transactions do not count towards the eight (8) debit card purchases).Following our phone call, I emailed you a copy of the disclosure document titled, "A Clear and Concise Guide to the Power Checking Account" and provided a summary of our conversation. As a goodwill gesture, refunds totaling $58.00 were processed to your account ending in [redacted].At the conclusion of the call you stated you were satisfied with the resolution. Should you require further information or assistance from us in the future, we invite you to submit a Customer Feedback form, participate
November
23, 2015To
Whom It May Concern:Our
response to Ms. [redacted]’s concerns along with the pertinent supporting
documents has been attached.Sincerely, [redacted] Real Time Service Center First Convenience BankNovember 18, 2015[redacted] [redacted]
[redacted]Re:...
Revdex.com Case #[redacted] Dear Ms. [redacted]:We are in receipt of your correspondence to the 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 respond to your concernsWhen you established your account, we provided you with a disclosure
packet covering the terms, conditions and fee schedule governing your account
relationship with us. Included therein, the Deposit Agreement outlines our
right of set off and states, "We may set offfunds in your Account to
pay any debt you may owe us. If the Account is designated as a Multiple-Party
Account on the Signature Card, each Owner agrees that we may set off the entire
amount of the Account against the debt of any Owner, notwithstanding the
interest of other Owners in the Account... We are authorized to charge any
matured debt or liability against the Account and all Affiliated Accounts,
without notice to you, and we shall not
be liable for dishonoring items if such a charge or charges result in
insufficient funds in the Account... You hereby acknowledge and agree that
your Account shall secure all debts and liabilities of all Affiliated Accounts
and that we may set off against any such Affiliated Accounts to the extent
permitted by applicable Imv and to the extent necessary to satisfi7 all ofyour
debts and liabilities to us, however and whenever incurred or evidenced".We show on April
17, 2015, you received a Fresh Start Loan of $985.80. You agreed to repay the
loan in 6 monthly installments of $164.30 beginning May 31, 2015 and ending
October 31, 2015. A review of your Fresh Start Loan payment history shows your
last loan payment was received on September 9, 2015. When we did not receive
further payment from you on the due dates of your loan, we exercised our right
of set-off on October 12th, October 171h, and November
12, 2015 when we transferred funds from your accounts ending in [redacted] and [redacted]
to set off an obligation you entered when you established the Fresh Start loan.I have enclosed
copies of your October 2015 and November 2015 monthly account statements when
we exercised our right of set off.As of the date of
this letter, your Fresh Start loan has a past due balance of $171.06. Please
take this opportunity to make a payment to your loan by visiting any of our
branch locations, contacting us by phone at [redacted] or by mail to: First
Convenience Bank, Attn: [redacted]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.Vice President Customer RelationsCC: Revdex.com Enclosures (11)
Please see attachment for a copy of our response. Dear Ms. [redacted]:We are in receipt of your correspondence to the Revdex.com (Revdex.com). I am sorry that you did not receive the standard of customer service to which we aspire when you visited our banking center for assistance with your...
account.On July 1, 2015, we received notification of a Revdex.com Consumer Review you submitted on our website. I contacted you directly by phone that same day to address the concerns you outlined in your review. During our conversation, you shared with me your recent experience at our banking center located at [redacted], Texas; we discussed the branch hours as published on our website and I told you your concerns would be shared with senior management for appropriate follow-up.During our call, you also informed me you had difficulty obtaining the Fresh Start Loan documents from your local banking center. I contacted our Retail Lending department to have the loan documents forwarded to the designated branch for completion. A review of our records shows you signed the loan documents on July 1, 2015 and the loan proceeds were made available in your checking account that same day.I attempted to reach you by phone on July 8, 2015 to confirm we had addressed all of your concerns. Since I did not reach you, please do not hesitate to call me at my direct dial number provided in my voice mail should you have questions.
Complaint: [redacted]
I am rejecting this response because: 1st Convenience Bank has always had my correct mailing address and my correct phone number and correct email address. They state that my account went into "address unknown" status and imply that I changed my address. I receive mail at my current address 6 days a week and have never had a problem with returned mail, until now. 1st Convenience Bank states in the letter to me, "The accountholder's responsibility is to ensure that we have your current mailing address in our records." I have told this bank over and over again that they have my correct address and nothing has changed. They continue in the letter to me to state, "We stored your statements that were generated thereafter in our system until such time as you provide us with your correct address information." I am confused. If I have always maintained my same address and I always get all my other mail there, why is it that 1st Convenience Bank is unable to send me mail? When I asked for proof of the returned mail 1st Convenience Bank was able to send me a letter to my same address that was used to open the account and asked for $30.00 to cover the cost of research. If they indeed did get mail returned to them, why did they not call my working phone number or email me to ask what was wrong? I did not move, I had the same phone number and email address as I did when I opened the account. Nothing with me had changed. This will not be resolved until I receive a cashier's check for $100.00, my account is closed and any and all damage to my credit be repaired.
Regards,
[redacted]
Please see attachment for a copy of our response.
Please see attachment for a copy of our response. We are in receipt of your recent letter to the 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 respond to your...
concerns.Our records show you contacted us by phone on January 21, 2015 and spoke with personal phone banker [redacted]. The call recording documents your verbal request to change your overdraft privilege election from no overdraft privilege to our Full Overdraft Privilege plan. This change was effective as of January 24, 2015. A copy of the notice confirming the change is enclosed for your reference.After a thorough search of our records, we show no report of an overdraft privilege election change request from you after January 21, 2015. The continued use of your account, including the repeated use of discretionary overdraft, indicates your willingness for full overdraft privilege service.Based on your letter to the Revdex.com, I have changed your election to no overdraft privilege. Please allow up to three business days for this change to take effect. Details' regarding your overdraft privilege election is enclosed with this correspondence for your reference.
Please see attachment.