Smith Piping Company Inc

Dear Revdex.com and Mr. [redacted]:
We are providing this letter in response to the consumer complaint referenced above which was received on December 8, 2015. We regret to hear of Mr. [redacted]’s frustration with the electronic statement registration process, and with the level of service he received. We hope...

that this letter will provide some clarity to the issues presented in the complaint.
The fee mentioned in the complaint is for a mailed paper statement for personal deposit accounts. The fee is waived for customers who are enrolled to receive electronic statements (“eStatements”) through the Columbia Bank (“Bank”) online banking system. The Bank researched Mr. [redacted]’s online banking account settings. While Mr. [redacted] has an online banking account, he has not accessed the system and has not enrolled in eStatements. The enrollment process for eStatements is important and must be completed by customers themselves because it ensures the delivery of disclosures that the Bank is required to provide.
The Bank has worked with Mr. [redacted] to assist him in resolving his issues and setting up eStatements. [redacted] branch staff provided Mr. [redacted] instructions for enrolling in eStatements, and the [redacted] Branch Manager followed up with a phone call and a voicemail to Mr. [redacted] on December 9, 2015. The Bank also scheduled an appointment with Mr. [redacted] for 11am on December 10, 2015 to review his issues in-person. Mr. [redacted] cancelled the appointment. Following Mr. [redacted]’s instructions, the Bank closed his deposit account on December 14, 2015.
We regret the frustration Mr. [redacted] experienced. Our customers are our top priority, and our goal is to offer excellent service consistently.

Dear Ms. [redacted]:
 
I am writing in response to the complaint that was submitted by [redacted]. Columbia Bank greatly values its relationships with our customers. As a measure of goodwill, all overdraft fees associated with this transaction were refunded to Mr. [redacted].
 
Some...

assertions made by Mr. [redacted] require clarification. First, a customer service employee at Mr. [redacted]’s branch explained the following regarding in-person interaction with Mr. [redacted]: “I explained that by opting out of Reg E, we would decline the card if money wasn’t available and there would be no fees with the card. I explained the OD program and that the fee would be charged on checks, ACH’s, and in person withdrawals if the account went into the negative.  So the fee would be charged either way and then the item either may or may not be paid depending on circumstances.  To which they both said they would prefer to just owe us rather than have it returned and resubmitted.  I know I gave them all the required paperwork.  He did very little if any talking, and though she was answering all the questions, I made sure that I looked to him and got a nod or a yes, before I marked anything since it was ultimately his account.”
 
Second, overdraft coverage program disclosures were provided to Mr. [redacted] at account opening. The disclosures clearly describe the Bank's standard consumer overdraft practices (which are to consider payment, subject to a fee, of all items except ATM withdrawals and one-timedebit card purchases). The Bank allows an optional service (an "opt-in") whereby the payment of ATM withdrawals and one-time debit card purchases, subject to a fee, is considered. Mr. [redacted] did not elect to opt-in.  Third, the Bank allows customers to decline standard overdraft coverage. Mr. [redacted] did not elect to decline standard coverage. As a result, the automatic bill payments noted in the complaint (which were neither ATM withdrawals nor one-time debit card purchases) were considered and approved for payment. Accordingly, overdraft fees were assessed.
 
I trust this response addresses the issues raised by Mr. [redacted].
 
Sincerely,
Erik M[redacted]
 
Erik M[redacted]AVP, Compliance Program Manager and Complaint Program Administrator