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]
We are in receipt of your recent letter to the Revdex.com. It is frustrating when unexpected fees are charged to your account so we appreciate the opportunity to respond to your concerns.When you established your account with us, you were provided with a disclosure packet covering the...
terms, conditions and fee schedule governing your account. Included in that packet were documents titled, "What You Need to Know about Overdrafts and Overdraft Fees" and the "Banking Services/Fee Schedule" both of which disclosed your account would be charged $34.00 for each item we pay into the overdraft. We will not charge an overdraft fee if the items we pay are $1.00 or less or result in an overdrawn balance of $10.00 or less. We will also limit the number of per item overdraft fees we charge on this account to 12 per month. However, if you do not return your account to a positive balance then your account will be subject to a Negative Balance Fee on the sixth (6th) banking day your account remains overdrawn. We will waive the fee if the on the sixth (6th) day your account is overdrawn $10.00 or less.The aforementioned disclosure documents also outline our overdraft services. Our records show that you opened your account on July 27, 2014; and, at that time, made an overdraft privilege participation election of full overdraft privilege. This means we may use our discretion to authorize and pay overdrafts for ATM and everyday debit card transactions or recurring debit card transactions when your account does not have sufficient available funds to cover the transaction at the time it is attempted, checks, ACH transactions and automated bill payments.A review of your transaction history shows on February 21, 2017, during our nightly transaction processing routine, a transaction of $15.19 from GERBER LIFE INS/INSURANCE presented for final payment against an insufficient available balance of $2.51. Based on your overdraft election, we paid the transaction and assessed the disclosed per-item overdraft fee, leaving an available account balance of -$46.68. The enclosed document titled DDA Holds/Transactions History shows your account activity on February 21st. Please take a moment to read the information page which accompanies the transaction detail; noting section 2, which outlines pre-authorized transactions.Although no bank error was made, we have processed a credit of $34.00 to your account ending in [redacted] signifying our desire to end this dispute amicably.To avoid unwanted fees in the future, we suggest you maintain an accurate transaction record of all your account activity and continue to utilize our free online and mobile banking tools to reconcile that record. If you have not done so, we also encourage you to enable text alerts to receive notifications of when your balance has fallen below the designated amount. The account will not be assessed an overdraft or non-sufficient fee if there are sufficient funds to cover all previously outstanding debits as well as the new transaction being initiated. You may also wish to consider opening a secondary account and enrolling in AccountTRANSFER Overdraft Protection Plan to reduce the cost of future overdrafts. AccountTRANSFER Overdraft Protection allows you to use the money you put aside in a separate designated "transfer from" account as protection against overdrafts in other accounts. AccountTRANSFER Overdraft Protection transfers are made for the exact amount required to cover the overdraft plus the applicable transfer fee. If you wish to benefit from the AccountTRANSFER Overdraft Protection Plan, please call Customer Support, send us an Online Banking Secure Message, or visit our website to participate in Live Chat or to complete a Feedback Form.
Attached is a copy of our response to Ms. [redacted]. December 18, 2015[redacted]Re: Revdex.com case #[redacted] Dear Ms. [redacted]:It was a pleasure speaking with you by phone
to address the concerns outlined in your letter to the...
Revdex.com.
As stated, in recognition of your efforts to monitor your account balance, I
have processed a credit of $34.00 to your account.During our phone conversation, we discussed our overdraft services
as outlined in the Deposit Agreement provided you at account opening. I asked
you if you wished to change your overdraft election from full overdraft
privilege to our standard overdraft service or no overdraft service but you
declined.Please note, the account will not be assessed an overdraft or
non-sufficient fee if at the time you write a check or otherwise authorize a
payment from your account, there are sufficient funds on deposit to cover all previously authorized
outstanding debits as well as the new transaction being initiated.To help our customers be successful in managing their account, we
provide free account monitoring tools such as Online Banking and Mobile
Banking. You may also wish to enable text alerts to receive notifications of
when your balance has fallen below a designated amount.You may also elect to enroll in AccountTRANSFER Overdraft
Protection Plan to reduce the cost of future overdrafts. AccountTRANSFER
Overdraft Protection allows you to use the money you put aside in a separate
designated "transfer from" account as protection against overdrafts
in other accounts. AccountTRANSFER Overdraft Protection transfers are made for
the exact amount required to cover the overdraft plus the applicable
transfer fee.If you wish to benefit from the AccountTRANSFER Overdraft
Protection Plan or change your overdraft privilege election, please call
Customer Support, send us an Online Banking Secure Message, or visit our
website to participate in Live Chat or to complete a Feedback Form.[redacted]Customer RelationsCC: Revdex.com
Please see attachment for a copy of our response to Ms. [redacted].December 21, 2015[redacted]Re: RevDex.com Case #[redacted] Dear Ms. [redacted]:We are in receipt
of your correspondence to the Revdex.com. It is frustrating when...
an
unexpected fee is 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.Your transaction history for December 7, 2015 reflects that an electronic
debit transaction of $72.12 for [redacted] was presented for payment
against an insufficient balance of $1.05. As a result, it was returned unpaid
and a disclosed per-item NSF fee was assessed. The merchant ([redacted])
presented the transaction of $72.12 for payment a second time on December 11,
2015. On that date, your account balance was overdrawn $32.95. Accordingly, the
transaction was returned a second time marked "insufficient funds"
and a per-item NSF fee was assessed; leaving a balance of -$66.95. Please find
enclosed copies of the NSF notices delivered electronically to your Gmail email
address on file.To avoid unwanted
fees in the future, we suggest you maintain an accurate transaction record of
your account to avoid unwanted fees. 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.You may also wish to
enroll in AccountTRANSFER Overdraft Protection Plan to reduce the cost of
future overdrafts. AccountTRANSFER Overdraft Protection allows you to use the
money you put aside in a separate designated "transfer from" account
as protection against overdrafts in other accounts. AccountTRANSFER Overdraft
Protection transfers are made for the exact amount required to cover the overdraft
plus the applicable transfer fee. If you wish to benefit from the
AccountTRANSFER Overdraft Protection Plan, please call [redacted] ...⇄ [redacted] [redacted]
[redacted] [redacted] [redacted]Sincerely,[redacted]
[redacted]
We are in receipt of your letter to the Revdex.com. It is frustrating when unexpected fees are charged to your account so we appreciate the opportunity to address your concerns.When you opened your account on May 28, 2016, we provided you with a disclosure packet covering the terms,...
conditions and fee schedule governing your account. Included in that packet was the document titled, "Banking Services/Fee Schedule" which outlines all account-related fees including the $10.00 incoming wire fee and Negative Balance Fee. Furthermore, the Negative Balance Fee was referenced in additional disclosure documents titled, "Welcome to the Family", "What You Need to Know about Overdrafts and Overdraft Fees" and "A Clear and Concise Guide to the Power Checking Account" as a concerted effort to make the information visible to you.As stated in your call to Customer Support on June 24, 2016, we charge a $34 Negative Balance Fee if your account is overdrawn for six (6) consecutive banking days, even if your account becomes overdrawn due to our fees or service charges. We will waive the fee if on the sixth (6th) day your account is overdrawn $5.00 or less. A courtesy refund of $10.00 was processed to your account on that same day even though fees were assessed in accordance with our account disclosure.We do not show you attempted to access the Internet Banking application since your initial enrollment of May 28, 2016. If you do not remember your username and/or password, please visit our website of www.lstcb.com and complete our online verification process to reset your password and/or request to have your username sent to you by email. You may also obtain account balance information by calling our 24 Hour Personal Account line or speaking with one of our customer care representatives.
Complaint: [redacted]
I am rejecting this response because: The response did not address a single one of my concerns. It was honestly laughable. With refection of my initial complaint I've been charged 1,000's of dollars in fees. (see supporting documentation. I personally was under the impression when you "op out" of over draft protection, with new law you could not do this. All FCB has done, is changed the name of the fee and charged me thousands. Also, her response and after our conversation, she has done nothing to even come close to show and moral or integrity that should be given as a customer or for the Banking industry. I'm currently speaking with two federal banking agencies and would appreciate the Revdex.com to escalate this to next level and work together in order to hel pme (the customer) and help bring light to this problem as I know I'm not the only customer they have tried to do something like to this to.
Regards,
[redacted]
Please see attachment for a copy of our response to Ms. [redacted] recent letter to your office.February 26, 2016[redacted]Re: RevDex.com #[redacted] Dear [redacted]We are in receipt of your recent letter to the Revdex.com.
It is frustrating when unexpected fees are charged to your account so we
appreciate the opportunity to respond to your concerns.When you
established your account with us, you were provided with a disclosure packet
covering the terms, conditions, and fee schedule governing your account.
Included in this disclosure were documents titled "What You Need to Know
about Overdrafts and Overdraft Fees" and the "Banking Services/Fee
Schedule" both of which disclosed your account will be subject to a
Negative Balance fee on the sixth (6th) banking day your account
remains overdrawn. We will waive the fee if on the sixth (6th) day
your account is overdrawn less than $3.00. Enclosed, please find an additional
copy of these disclosure documents for your review.As you are aware,
we offer several free account monitoring tools such as online banking and
mobile banking to give you the freedom to monitor your account activity and
account balance using a computer or mobile device. With these free services,
you may also elect to receive email or text message low balance alerts as an
additional method of account monitoring.You may also wish
to enroll in AccountTRANSFER Overdraft Protection. This product 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. Sincerely, [redacted]
Please see attachment for a copy of our response. Please note, this response was mailed to your office on September 2, 2015. We are in receipt of your recent letter to the Revdex.com. We appreciate the opportunity to provide you with information as to why your June 29, 2015...
electronic funds transfer claim for two alleged unauthorized debits of $382.70 by Priceline and $543.54 by Spirit Airlines was denied.When we receive a report of unauthorized debit activity, Federal Reserve Regulation E allows ten (10) business days from receipt of the report for a financial institution to investigate and resolve the claim. At the end of the ten (10) day period, the financial institution must either have resolved the claim or provided a provisional credit while they continue their investigation.Those guidelines were followed when we provided your account ending in [redacted] with provisional credit totaling $1,028.24 on July 13, 2015 while we continued our investigation. As permitted by MasterCard guidelines, we "stood in your shoes" to initiate a chargeback to Priceline and Spirit Airlines of the disputed transactions with no guaranty of the outcome. Subsequently, Priceline and Spirit Airlines rejected this chargeback by providing sufficient information which supported that the disputed transactions were indeed authorized. Based on those findings, your claim was denied and we reversed the provisional credits on August 13, 2015.We provided you notice of our actions in our letter dated 08/13/2015 (copy enclosed). Also enclosed are the documentation from Priceline and Spirit Airlines on which our reversal decision was based. Regretfully, we have exhausted every option available to us to resolve your dispute with the merchants.
February 26, 2016[redacted]
[redacted]Re: RevDex.com #[redacted] Dear Mr. [redacted]:It was a pleasure
to speak with you by phone about the concerns you outlined in your letter to
the Revdex.com.We shared your
letter with District Manager...
[redacted] who reviewed the surveillance
footage of your visit to our branch at 6650 N. Beach Street in Fort Worth on
January 22nd and conducted an audit of the teller's transaction
activity; [redacted] found that the teller's cash count had balanced at the end of
the banking day.In an effort to
resolve this matter amicably, we have arranged for you to meet with District
Manager [redacted] at our [redacted] to discuss your
experience at our banking center and receive a credit of $40.00.If you should
require further information or assistance, you may contact me directly at [redacted] Sincerely,[redacted]
Our position on the matter remains unchanged. Further, we are providing a copy of the returned mail item for the customer's account received from the United States Postal Service which led to the account status of "AUK" or "address unknown"; and, subsequently, the monthly returned mail fee assessment as outlined in the important disclosure documents provided when the account was opened. To reach an amicable resolution, we have previously provided a courtesy refund of bank service fees totaling $76.00 to resolve the charged-off status and closed the account with a zero balance.
Please see attachment for a copy of our response to Ms. [redacted]Re: RevDex.com #[redacted] Dear Ms. [redacted]: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 to include the Banking Services/Fee Schedule
were provided to you when checking account ending in [redacted] was opened. During a
visit to a branch or a phone call to Customer Support, a bank representative
may highlight some of the main points of your account relationship, but
accountholders should rely on the disclosure packet as the final authority for
all terms, conditions, and fees associated with the account.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. Never initiate a
transaction in anticipation of a deposit until the funds have been posted to
your account and are reflected in the available balance. The account will not
be assessed an overdraft or non-sufficient fee if at the time you write a check
or otherwise authorize a payment from your account, there are sufficient funds
on deposit to cover all previously authorized outstanding debits as well as the
new transaction being initiated.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. Sincerely,[redacted]
It was a pleasure to speak with you about your letter to the Revdex.com.As discussed during our call, we contacted Grants State Bank on February 131" to verify payment of the check. Grant State Bank provided confirmation that check number [redacted] had cleared the account of their account...
holder and was considered 'final paid' under banking guidelines. Subsequently, we released the delayed availability hold and funds from the check were available in the account that same day.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].Should you have additional questions or concerns, please do not hesitate to contact me directly at [redacted] Monday — Friday from 8:00 a.m. to 5:00 p.m. CT.
Complaint: [redacted]
I am rejecting this response because: This is NOT what I have asked First National Bank to do.I have specifically request them to EXPLAIN as to why they had not release my Wired Funds to the Beneficiary; but instead deny her the Funds send, and closed her Account.Secondly, they had been requested to RETURN the Funds to the Sender, (Carin Erasmus in Namibia), which they too did not comply with. I want them to send back my FUNDS WITH IMMEDIATE EFFECT AND NO FURTHER DELAY.They should stop playing games and send my Money back!!!!
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I'm responding to the response I got from the bank. I don't care if they tell me a hundred times; I know I deposited the correct amount. the Revdex.com representative read the letter she said I was going to get my money back. I went to the bank today and they said no. the date is march 8 2017. this is the response I have.Dispute Resolution SpecialistMESSAGE FROM BUSINESS: We are in receipt of your letter to the Revdex.com and appreciate the opportunity to respond to your concerns. I apologize that we did not better communicate the correction that had been made to your account.Our records show on February 22, 2017, you visited our banking center located at [redacted] to complete a cash deposit transaction. Our teller processed the deposit amount for $380.00 as you intended however, your receipt reflects the amount we actually received from you which was $280.00.As stated in the Deposit Agreement provided to you at account opening, "we accept deposits and issue receipts (for all over-the-counter transactions) for these deposits. Such deposits and receipts are subject to subsequent verification and corrections if necessary". During this subsequent verification it was noted the deposit transaction did not balance so it was sent to the appropriate area for research and adjustment.On February 23"i, we completed our research and processed a debit adjustment of $100.00 to your account. A notice informing you of the adjustment was delivered electronically to your Gmail email address on February 241". Another copy of this notice is enclosed for your reference.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. I never received a notice in my email about the debit adjustment. and another thing I never got to see the camera footage of what happened. and the teller said he saw it. How is that possible when the investigation department is in another city?? I'm not going to be content with any decisions unless I get my money back or I see the camera footage proving me and my witnesses wrong. I wouldn't be going through all this trouble. I know I am right and I just want my money back. and I want justice for all the other people that got their money taken by this bank. and [redacted] is definitely a people person, when I took the cops with me she hid in the bank and told her assistant to handle the situation so he had to start from scratch and he was a lot more polite than she was. And another thing I'm on disability and its affecting my health, I suffer from depression this is actually keeping me up at night.... I'm getting stressed out and my anxiety is through the roof. I have suffered two strokes in the past my understanding is not that great and it takes me a lot of effort just to think and put my thoughts into words. this alone has taken me 3 hours to complete. I hope we can come to a resolution.
Please see attachment for a copy of our response to Ms. [redacted].Thank you for taking time out of your busy work day to speak with me about the concerns outlined in your letter to the Revdex.com. I apologize that our service did not meet the high standards we strive to achieve when you...
visited our banking center for assistance with closing your daughter's, [redacted] Lehman, account.Although I am unable to comment or provide you with any account records without a lawful order appointing you as Executrix or Personal Representative of [redacted] estate, as a goodwill gesture, we have reversed our debit of $238.45 and enclosed cashier's check [redacted] for that amount.At the conclusion of the call you stated your concerns have been resolved to your satisfaction. Should you require further information or assistance, please do not hesitate to contact me directly at ###-###-####.
Druing the call I requested a copy of the Uniform Commercial Code 3-312. I was told by [redacted] it would be included which it is not. I don't believe this is an actual law just something they based their procedure on
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: to see the how nasty this bank is the post my entire account online. I am just frustrated and will end my relationship with them. They don't want to accept their fault but want to access fees to my account after you post the $12 fees it was not quite 6 days you then access $34 fees and you are refusing. I will forward my complain somewhere else. You need to be jail for your style of practice.
Regards,
[redacted]
We are in receipt of your letter to the Revdex.com and appreciate the opportunity to respond to your concerns. I apologize that we did not better communicate the correction that had been made to your account.Our records show on February 22, 2017, you visited our banking center located at...
[redacted] to complete a cash deposit transaction. Our teller processed the deposit amount for $380.00 as you intended however, your receipt reflects the amount we actually received from you which was $280.00.As stated in the Deposit Agreement provided to you at account opening, "we accept deposits and issue receipts (for all over-the-counter transactions) for these deposits. Such deposits and receipts are subject to subsequent verification and corrections if necessary". During this subsequent verification it was noted the deposit transaction did not balance so it was sent to the appropriate area for research and adjustment.On February 23"i, we completed our research and processed a debit adjustment of $100.00 to your account. A notice informing you of the adjustment was delivered electronically to your Gmail email address on February 241". Another copy of this notice is enclosed for your reference.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.
Please see attachment for a copy of our response to Mr. [redacted].December 21, 2015[redacted]Re: RevDex.com Case #[redacted] Dear Mr. [redacted]:We are in receipt
of your correspondence to the Revdex.com and appreciate the
opportunity...
to respond to your concerns.Our records show
you filed an ATM dispense claim on November 24, 2015. During our investigation,
we retrieved a copy of the ATM audit and balance sheet to validate your claim
that cash was not received. The ATM audit did not support the claim of a dispense
error and subsequently led to the denial of your claim. A notice of the claim
disposition was mailed to you on December 3, 2015.Upon receipt of
your letter to the Revdex.com, a supervisor conducted a review of
the original findings and reinstated your claim. During her investigation, she
viewed surveillance photos and reviewed the ATM balance sheet from November 23'
to November 29111 and found on November 27th or the date
the ATM was serviced, a cash overage was identified relating to your November
241" withdrawal. Based on this finding, we reversed our
original claim decision and processed a credit of $100.00 to your account
ending in 3668. A copy of our letter informing you of these results is
enclosed.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.[redacted]CC: Revdex.com
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]
We are in receipt of your recent letter to the Revdex.com. It is frustrating when unexpected fees are charged to your account so we appreciate the opportunity to respond to your concerns.When you established your account with us, you were provided with a disclosure packet covering the...
terms, conditions and fee schedule governing your account. Included in that packet were documents titled, "What You Need to Know about Overdrafts and Overdraft Fees" and the "Banking Services/Fee Schedule" both of which disclosed your account would be charged $34.00 for each item we pay into the overdraft. We will not charge an overdraft fee if the items we pay are $1.00 or less or result in an overdrawn balance of $10.00 or less. We will also limit the number of per item overdraft fees we charge on this account to 12 per month. However, if you do not return your account to a positive balance then your account will be subject to a Negative Balance Fee on the sixth (6th) banking day your account remains overdrawn. We will waive the fee if the on the sixth (6th) day your account is overdrawn $10.00 or less.The aforementioned disclosure documents also outline our overdraft services. Our records show that you opened your account on July 27, 2014; and, at that time, made an overdraft privilege participation election of full overdraft privilege. This means we may use our discretion to authorize and pay overdrafts for ATM and everyday debit card transactions or recurring debit card transactions when your account does not have sufficient available funds to cover the transaction at the time it is attempted, checks, ACH transactions and automated bill payments.A review of your transaction history shows on February 21, 2017, during our nightly transaction processing routine, a transaction of $15.19 from GERBER LIFE INS/INSURANCE presented for final payment against an insufficient available balance of $2.51. Based on your overdraft election, we paid the transaction and assessed the disclosed per-item overdraft fee, leaving an available account balance of -$46.68. The enclosed document titled DDA Holds/Transactions History shows your account activity on February 21st. Please take a moment to read the information page which accompanies the transaction detail; noting section 2, which outlines pre-authorized transactions.Although no bank error was made, we have processed a credit of $34.00 to your account ending in [redacted] signifying our desire to end this dispute amicably.To avoid unwanted fees in the future, we suggest you maintain an accurate transaction record of all your account activity and continue to utilize our free online and mobile banking tools to reconcile that record. If you have not done so, we also encourage you to enable text alerts to receive notifications of when your balance has fallen below the designated amount. The account will not be assessed an overdraft or non-sufficient fee if there are sufficient funds to cover all previously outstanding debits as well as the new transaction being initiated. You may also wish to consider opening a secondary account and enrolling in AccountTRANSFER Overdraft Protection Plan to reduce the cost of future overdrafts. AccountTRANSFER Overdraft Protection allows you to use the money you put aside in a separate designated "transfer from" account as protection against overdrafts in other accounts. AccountTRANSFER Overdraft Protection transfers are made for the exact amount required to cover the overdraft plus the applicable transfer fee. If you wish to benefit from the AccountTRANSFER Overdraft Protection Plan, please call Customer Support, send us an Online Banking Secure Message, or visit our website to participate in Live Chat or to complete a Feedback Form.
Attached is a copy of our response to Ms. [redacted]. December 18, 2015[redacted]Re: Revdex.com case #[redacted] Dear Ms. [redacted]:It was a pleasure speaking with you by phone
to address the concerns outlined in your letter to the...
Revdex.com.
As stated, in recognition of your efforts to monitor your account balance, I
have processed a credit of $34.00 to your account.During our phone conversation, we discussed our overdraft services
as outlined in the Deposit Agreement provided you at account opening. I asked
you if you wished to change your overdraft election from full overdraft
privilege to our standard overdraft service or no overdraft service but you
declined.Please note, the account will not be assessed an overdraft or
non-sufficient fee if at the time you write a check or otherwise authorize a
payment from your account, there are sufficient funds on deposit to cover all previously authorized
outstanding debits as well as the new transaction being initiated.To help our customers be successful in managing their account, we
provide free account monitoring tools such as Online Banking and Mobile
Banking. You may also wish to enable text alerts to receive notifications of
when your balance has fallen below a designated amount.You may also elect to enroll in AccountTRANSFER Overdraft
Protection Plan to reduce the cost of future overdrafts. AccountTRANSFER
Overdraft Protection allows you to use the money you put aside in a separate
designated "transfer from" account as protection against overdrafts
in other accounts. AccountTRANSFER Overdraft Protection transfers are made for
the exact amount required to cover the overdraft plus the applicable
transfer fee.If you wish to benefit from the AccountTRANSFER Overdraft
Protection Plan or change your overdraft privilege election, please call
Customer Support, send us an Online Banking Secure Message, or visit our
website to participate in Live Chat or to complete a Feedback Form.[redacted]Customer RelationsCC: Revdex.com
Please see attachment for a copy of our response to Ms. [redacted].December 21, 2015[redacted]Re: RevDex.com Case #[redacted] Dear Ms. [redacted]:We are in receipt
of your correspondence to the Revdex.com. It is frustrating when...
an
unexpected fee is 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.Your transaction history for December 7, 2015 reflects that an electronic
debit transaction of $72.12 for [redacted] was presented for payment
against an insufficient balance of $1.05. As a result, it was returned unpaid
and a disclosed per-item NSF fee was assessed. The merchant ([redacted])
presented the transaction of $72.12 for payment a second time on December 11,
2015. On that date, your account balance was overdrawn $32.95. Accordingly, the
transaction was returned a second time marked "insufficient funds"
and a per-item NSF fee was assessed; leaving a balance of -$66.95. Please find
enclosed copies of the NSF notices delivered electronically to your Gmail email
address on file.To avoid unwanted
fees in the future, we suggest you maintain an accurate transaction record of
your account to avoid unwanted fees. 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.You may also wish to
enroll in AccountTRANSFER Overdraft Protection Plan to reduce the cost of
future overdrafts. AccountTRANSFER Overdraft Protection allows you to use the
money you put aside in a separate designated "transfer from" account
as protection against overdrafts in other accounts. AccountTRANSFER Overdraft
Protection transfers are made for the exact amount required to cover the overdraft
plus the applicable transfer fee. If you wish to benefit from the
AccountTRANSFER Overdraft Protection Plan, please call [redacted] ...⇄ [redacted] [redacted]
[redacted] [redacted] [redacted]Sincerely,[redacted]
[redacted]
We are in receipt of your letter to the Revdex.com. It is frustrating when unexpected fees are charged to your account so we appreciate the opportunity to address your concerns.When you opened your account on May 28, 2016, we provided you with a disclosure packet covering the terms,...
conditions and fee schedule governing your account. Included in that packet was the document titled, "Banking Services/Fee Schedule" which outlines all account-related fees including the $10.00 incoming wire fee and Negative Balance Fee. Furthermore, the Negative Balance Fee was referenced in additional disclosure documents titled, "Welcome to the Family", "What You Need to Know about Overdrafts and Overdraft Fees" and "A Clear and Concise Guide to the Power Checking Account" as a concerted effort to make the information visible to you.As stated in your call to Customer Support on June 24, 2016, we charge a $34 Negative Balance Fee if your account is overdrawn for six (6) consecutive banking days, even if your account becomes overdrawn due to our fees or service charges. We will waive the fee if on the sixth (6th) day your account is overdrawn $5.00 or less. A courtesy refund of $10.00 was processed to your account on that same day even though fees were assessed in accordance with our account disclosure.We do not show you attempted to access the Internet Banking application since your initial enrollment of May 28, 2016. If you do not remember your username and/or password, please visit our website of www.lstcb.com and complete our online verification process to reset your password and/or request to have your username sent to you by email. You may also obtain account balance information by calling our 24 Hour Personal Account line or speaking with one of our customer care representatives.
Complaint: [redacted]
I am rejecting this response because: The response did not address a single one of my concerns. It was honestly laughable. With refection of my initial complaint I've been charged 1,000's of dollars in fees. (see supporting documentation. I personally was under the impression when you "op out" of over draft protection, with new law you could not do this. All FCB has done, is changed the name of the fee and charged me thousands. Also, her response and after our conversation, she has done nothing to even come close to show and moral or integrity that should be given as a customer or for the Banking industry. I'm currently speaking with two federal banking agencies and would appreciate the Revdex.com to escalate this to next level and work together in order to hel pme (the customer) and help bring light to this problem as I know I'm not the only customer they have tried to do something like to this to.
Regards,
[redacted]
Please see attachment for a copy of our response to Ms. [redacted] recent letter to your office.February 26, 2016[redacted]Re: RevDex.com #[redacted] Dear [redacted]We are in receipt of your recent letter to the Revdex.com.
It is frustrating when unexpected fees are charged to your account so we
appreciate the opportunity to respond to your concerns.When you
established your account with us, you were provided with a disclosure packet
covering the terms, conditions, and fee schedule governing your account.
Included in this disclosure were documents titled "What You Need to Know
about Overdrafts and Overdraft Fees" and the "Banking Services/Fee
Schedule" both of which disclosed your account will be subject to a
Negative Balance fee on the sixth (6th) banking day your account
remains overdrawn. We will waive the fee if on the sixth (6th) day
your account is overdrawn less than $3.00. Enclosed, please find an additional
copy of these disclosure documents for your review.As you are aware,
we offer several free account monitoring tools such as online banking and
mobile banking to give you the freedom to monitor your account activity and
account balance using a computer or mobile device. With these free services,
you may also elect to receive email or text message low balance alerts as an
additional method of account monitoring.You may also wish
to enroll in AccountTRANSFER Overdraft Protection. This product 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. Sincerely, [redacted]
Please see attachment for a copy of our response. Please note, this response was mailed to your office on September 2, 2015. We are in receipt of your recent letter to the Revdex.com. We appreciate the opportunity to provide you with information as to why your June 29, 2015...
electronic funds transfer claim for two alleged unauthorized debits of $382.70 by Priceline and $543.54 by Spirit Airlines was denied.When we receive a report of unauthorized debit activity, Federal Reserve Regulation E allows ten (10) business days from receipt of the report for a financial institution to investigate and resolve the claim. At the end of the ten (10) day period, the financial institution must either have resolved the claim or provided a provisional credit while they continue their investigation.Those guidelines were followed when we provided your account ending in [redacted] with provisional credit totaling $1,028.24 on July 13, 2015 while we continued our investigation. As permitted by MasterCard guidelines, we "stood in your shoes" to initiate a chargeback to Priceline and Spirit Airlines of the disputed transactions with no guaranty of the outcome. Subsequently, Priceline and Spirit Airlines rejected this chargeback by providing sufficient information which supported that the disputed transactions were indeed authorized. Based on those findings, your claim was denied and we reversed the provisional credits on August 13, 2015.We provided you notice of our actions in our letter dated 08/13/2015 (copy enclosed). Also enclosed are the documentation from Priceline and Spirit Airlines on which our reversal decision was based. Regretfully, we have exhausted every option available to us to resolve your dispute with the merchants.
February 26, 2016[redacted]
[redacted]Re: RevDex.com #[redacted] Dear Mr. [redacted]:It was a pleasure
to speak with you by phone about the concerns you outlined in your letter to
the Revdex.com.We shared your
letter with District Manager...
[redacted] who reviewed the surveillance
footage of your visit to our branch at 6650 N. Beach Street in Fort Worth on
January 22nd and conducted an audit of the teller's transaction
activity; [redacted] found that the teller's cash count had balanced at the end of
the banking day.In an effort to
resolve this matter amicably, we have arranged for you to meet with District
Manager [redacted] at our [redacted] to discuss your
experience at our banking center and receive a credit of $40.00.If you should
require further information or assistance, you may contact me directly at [redacted] Sincerely,[redacted]
Our position on the matter remains unchanged. Further, we are providing a copy of the returned mail item for the customer's account received from the United States Postal Service which led to the account status of "AUK" or "address unknown"; and, subsequently, the monthly returned mail fee assessment as outlined in the important disclosure documents provided when the account was opened. To reach an amicable resolution, we have previously provided a courtesy refund of bank service fees totaling $76.00 to resolve the charged-off status and closed the account with a zero balance.
Please see attachment for a copy of our response to Ms. [redacted]Re: RevDex.com #[redacted] Dear Ms. [redacted]: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 to include the Banking Services/Fee Schedule
were provided to you when checking account ending in [redacted] was opened. During a
visit to a branch or a phone call to Customer Support, a bank representative
may highlight some of the main points of your account relationship, but
accountholders should rely on the disclosure packet as the final authority for
all terms, conditions, and fees associated with the account.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. Never initiate a
transaction in anticipation of a deposit until the funds have been posted to
your account and are reflected in the available balance. The account will not
be assessed an overdraft or non-sufficient fee if at the time you write a check
or otherwise authorize a payment from your account, there are sufficient funds
on deposit to cover all previously authorized outstanding debits as well as the
new transaction being initiated.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. Sincerely,[redacted]
It was a pleasure to speak with you about your letter to the Revdex.com.As discussed during our call, we contacted Grants State Bank on February 131" to verify payment of the check. Grant State Bank provided confirmation that check number [redacted] had cleared the account of their account...
holder and was considered 'final paid' under banking guidelines. Subsequently, we released the delayed availability hold and funds from the check were available in the account that same day.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].Should you have additional questions or concerns, please do not hesitate to contact me directly at [redacted] Monday — Friday from 8:00 a.m. to 5:00 p.m. CT.
Complaint: [redacted]
I am rejecting this response because: This is NOT what I have asked First National Bank to do.I have specifically request them to EXPLAIN as to why they had not release my Wired Funds to the Beneficiary; but instead deny her the Funds send, and closed her Account.Secondly, they had been requested to RETURN the Funds to the Sender, (Carin Erasmus in Namibia), which they too did not comply with. I want them to send back my FUNDS WITH IMMEDIATE EFFECT AND NO FURTHER DELAY.They should stop playing games and send my Money back!!!!
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I'm responding to the response I got from the bank. I don't care if they tell me a hundred times; I know I deposited the correct amount. the Revdex.com representative read the letter she said I was going to get my money back. I went to the bank today and they said no. the date is march 8 2017. this is the response I have.Dispute Resolution SpecialistMESSAGE FROM BUSINESS: We are in receipt of your letter to the Revdex.com and appreciate the opportunity to respond to your concerns. I apologize that we did not better communicate the correction that had been made to your account.Our records show on February 22, 2017, you visited our banking center located at [redacted] to complete a cash deposit transaction. Our teller processed the deposit amount for $380.00 as you intended however, your receipt reflects the amount we actually received from you which was $280.00.As stated in the Deposit Agreement provided to you at account opening, "we accept deposits and issue receipts (for all over-the-counter transactions) for these deposits. Such deposits and receipts are subject to subsequent verification and corrections if necessary". During this subsequent verification it was noted the deposit transaction did not balance so it was sent to the appropriate area for research and adjustment.On February 23"i, we completed our research and processed a debit adjustment of $100.00 to your account. A notice informing you of the adjustment was delivered electronically to your Gmail email address on February 241". Another copy of this notice is enclosed for your reference.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. I never received a notice in my email about the debit adjustment. and another thing I never got to see the camera footage of what happened. and the teller said he saw it. How is that possible when the investigation department is in another city?? I'm not going to be content with any decisions unless I get my money back or I see the camera footage proving me and my witnesses wrong. I wouldn't be going through all this trouble. I know I am right and I just want my money back. and I want justice for all the other people that got their money taken by this bank. and [redacted] is definitely a people person, when I took the cops with me she hid in the bank and told her assistant to handle the situation so he had to start from scratch and he was a lot more polite than she was. And another thing I'm on disability and its affecting my health, I suffer from depression this is actually keeping me up at night.... I'm getting stressed out and my anxiety is through the roof. I have suffered two strokes in the past my understanding is not that great and it takes me a lot of effort just to think and put my thoughts into words. this alone has taken me 3 hours to complete. I hope we can come to a resolution.
Please see attachment for a copy of our response to Ms. [redacted].Thank you for taking time out of your busy work day to speak with me about the concerns outlined in your letter to the Revdex.com. I apologize that our service did not meet the high standards we strive to achieve when you...
visited our banking center for assistance with closing your daughter's, [redacted] Lehman, account.Although I am unable to comment or provide you with any account records without a lawful order appointing you as Executrix or Personal Representative of [redacted] estate, as a goodwill gesture, we have reversed our debit of $238.45 and enclosed cashier's check [redacted] for that amount.At the conclusion of the call you stated your concerns have been resolved to your satisfaction. Should you require further information or assistance, please do not hesitate to contact me directly at ###-###-####.
Druing the call I requested a copy of the Uniform Commercial Code 3-312. I was told by [redacted] it would be included which it is not. I don't believe this is an actual law just something they based their procedure on
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: to see the how nasty this bank is the post my entire account online. I am just frustrated and will end my relationship with them. They don't want to accept their fault but want to access fees to my account after you post the $12 fees it was not quite 6 days you then access $34 fees and you are refusing. I will forward my complain somewhere else. You need to be jail for your style of practice.
Regards,
[redacted]
We are in receipt of your letter to the Revdex.com and appreciate the opportunity to respond to your concerns. I apologize that we did not better communicate the correction that had been made to your account.Our records show on February 22, 2017, you visited our banking center located at...
[redacted] to complete a cash deposit transaction. Our teller processed the deposit amount for $380.00 as you intended however, your receipt reflects the amount we actually received from you which was $280.00.As stated in the Deposit Agreement provided to you at account opening, "we accept deposits and issue receipts (for all over-the-counter transactions) for these deposits. Such deposits and receipts are subject to subsequent verification and corrections if necessary". During this subsequent verification it was noted the deposit transaction did not balance so it was sent to the appropriate area for research and adjustment.On February 23"i, we completed our research and processed a debit adjustment of $100.00 to your account. A notice informing you of the adjustment was delivered electronically to your Gmail email address on February 241". Another copy of this notice is enclosed for your reference.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.
Please see attachment for a copy of our response to Mr. [redacted].December 21, 2015[redacted]Re: RevDex.com Case #[redacted] Dear Mr. [redacted]:We are in receipt
of your correspondence to the Revdex.com and appreciate the
opportunity...
to respond to your concerns.Our records show
you filed an ATM dispense claim on November 24, 2015. During our investigation,
we retrieved a copy of the ATM audit and balance sheet to validate your claim
that cash was not received. The ATM audit did not support the claim of a dispense
error and subsequently led to the denial of your claim. A notice of the claim
disposition was mailed to you on December 3, 2015.Upon receipt of
your letter to the Revdex.com, a supervisor conducted a review of
the original findings and reinstated your claim. During her investigation, she
viewed surveillance photos and reviewed the ATM balance sheet from November 23'
to November 29111 and found on November 27th or the date
the ATM was serviced, a cash overage was identified relating to your November
241" withdrawal. Based on this finding, we reversed our
original claim decision and processed a credit of $100.00 to your account
ending in 3668. A copy of our letter informing you of these results is
enclosed.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.[redacted]CC: Revdex.com
Our response was submitted to your office on October 5, 2017. Please see attached another copy of our response to Ms. [redacted].