Smith Painting

On August 13th,
we received a call from *** *** in reference to his account ending
in *** *** was calling in reference to a $fee that was
charged to his account on August 12th
The customer felt he was charged this fee in error, so the agent who took
the
phone call asked for assistance from Kenneth K***Upon reviewing the account
I declined the courtesy reversal for the customer based on the reasons listed
below.Customer authorized *** for a $purchase on 8/The transaction was approved and put on hold till the merchant submits receipts for settlementA mobile deposit was made for $which still has a day float put on the depositOn 08/the customer withdrew $from the ATM @ 5:28pm; overdrawing the account and overdraft limit covered the withdrawal.That evening *** submitted their payment for settlement on the bankWhen we attempted to send the money to *** it had already been debited by the customers earlier withdrawal, causing the overdraft limit to cover the itemThe customer has opted in for the banks REG E overdraft protectionAs of the date of this phone call the customer has
overdrawn their account times and has been given a courtesy refund on May 14th,
The account was established on April 3rd, The agent went back on the phone and informed the
customer that they would be responsible for the fee that was assessed to their
accountThe customer never asked to speak with anybody else while he was on
the line.Sincerely,Martha L***

January 27, 2016Dear Revdex.com:This is to acknowledge our receipt of the complaint from *** *** through your web portal on January 21, We have researched her complaint and the matter appears to be fixed.*** *** came into our Roxborough branch to close her accountThe
branch closed the account, but unfortunately a service fee posted in error a few days later, That fee caused a balance which inadvertently reopened the account and caused a statement to be issuedThe branch caught the error, refunded the fee, and closed the account againWe have confirmed that the issue has been fixed and the account remains closedapologize for the error and the inconvenience that it caused *** ***.At Beneficial Bank we are Committed to providing our customers with the highest level of serviceThank you for taking the time to bring this matter to our attentionWe are constantly reviewing our procedures and the impact that they have on our customersWe take feedback like *** ***'s very seriously.If you have any questions or concerns, please do hesitate to contact meI can be reached at ###-###-#### or via email at ***@thebeneficial.com.Kindest regards,Martha L***
Beneficial Bank

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I want proof of account is closed in writing. The accounts I closed were never closed as requested in person Many timesIn person I was told they could not give me any proof of closure.On phone with main branch and corporate.I was told I could not close any accounts over phone.I must go into branchThis went on since last year.I still receive emails and statements of accounts.I had two checking accounts in which I paid out alot of of overdraft fees.It cost me alot of money, with one checking account I had to put in over $300.00To clear account because $in fees was chargedTwo fees were taken offI pd one.Account bills my bills were pd online and those payments disappeared costing me.Hundreds of dollars lost. DiscraceI make $an hourI'm brokeHow about bank.
Regards,
*** ***

Our Collections Manager reached out via telephone on Thursday, February 1st to discuss *** ***'s account and to clear up any confusion regarding her payments. He sent her a follow up email the same day and the Bank believes that the issue has been resolved. He also provided the customer
with his contact information so that she can contact him directly if she has any issues going forward

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: That is not truebut you can close this complaint because I closed my account and a lawyer is handling.
Regards,
*** ***

The Bank made a good faith effort to resolve *** ***'s dispute when he initially filed the claim. Due to the information the merchant provided having our customer’s information; we needed to obtain additional information. We mailed a letter with the merchants supporting documents
asking the customer to review and if they wish to further dispute the transaction to contact us. The letter outlines a timeline we need a customer response by. The timeline was 1/22.
Upon not receiving a response we started the process of reversing our provisional credit. We mailed the customer a letter on 1/advising we would be reversing the credits in five business days
If the customer has any questions or needs any additional information about the claim, he can contact our Card Services Department at (***)*** and someone will be happy to assist him

September 16, 2016Dear Revdex.com:This is to acknowledge our receipt of the complaint from [redacted] through your web portal on September 13th, 2016. We have researched his complaint and the issue appears to be resolved. The replacement card has been activated and was used this...

afternoon.[redacted] requested a new chip-enabled debit card on August 10th. Our Card Services department mailed it out but the card was returned as "undeliverable" on August 16th. We do not know why the Postal Service was unable to deliver the card during their initial attempt. Our Card Services department verified that the address on file was correct and they resent the card on August 22nd.[redacted] called our Customer Contact Center on August 24th to find out where the replacement card was. Our Call Center Manager explained that it had been mailed and was en route. [redacted] was very frustrated that we were unable to tell him exactly where the card was at that time. Because we mail the cards regular mail, the Postal Service is unable to provide specific tracking information for the mailing While it is in transit.Our Call Center Manager offered to order him a new card, but [redacted] declined, stating that he would go into one of our branches for an instant issue card. Based on our records, it does not appear that [redacted] chose to do that and instead he waited for the card to arrive through the mail.At Beneficial Bank we are Committed to providing our customers with the highest level of Service. Thank you for taking the time to bring this matter to our attention. We are constantly reviewing our procedures and the impact that they have on our customers. We take feedback like [redacted]'s very seriously.If you have any questions or concerns, please do hesitate to contact me. I can be reached at (215)8643579 or via email at [email protected] regards,Martha L. AVP, Customer Advocate