Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I spoke at length with my builder and after all is said and done I am still short $ The bank is denying this and they are covering for their mistake The only satisfactory resolution of this is for me to receive the money they shorted me
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***
Response:
Below is a copy of the letter we mailed to *** *** on February 11, at the address provided on the complaint formFebruary 10, Reference: Response to Revdex.com Complaint/#***/*** *** Dear Ms***, We received a copy of the complaint that you
filed with the Revdex.com on 2/9/The customer service provided by Kentucky Neighborhood Bank is of the utmost importance to us, therefore we would like to respond to your complaintOur records indicate that your first call to the bank was in October of The charge that overdrew your account was on August 22, and was a $debit card transaction from *** ***There is no way for the bank to know if this transaction was unauthorized unless you inform us of thisWhen you contacted us in October, you informed us that you had already spoken to *** *** and they were going to refund the charge to the account so you didn’t need to dispute the charge with usThe reason for your call was to request the fees accessed to the account as a result of the overdraft be refundedAt that time, our employee informed you that all refunds have to be approved by management and she would need to get with her supervisor and you would receive a call back to discuss the matter furtherThe employee explained the situation to the supervisor and multiple attempts were made to contact you so we could resolve this matterWe were unable to get in contact with you after several calls so we assumed you were no longer interested in needing to speak with someone at the bankThe next time we heard from you was on December 4, and this was to inform us that you never received a call back from OctoberWe informed you that it had been noted that multiple attempts were made to contact you and you never returned our callsIt was at this time we agreed to refund a portion of the fees as a courtesy to help get the situation resolvedYou gave no indication that you were not going to pay the balanceThe third time you contacted us was on February 6, and you claimed that everything should have been taken care of and you had no idea that the issue was still unresolvedWe informed you that all of the previous conversations with you were noted on the system to include the details of each conversationIt was at this point that we told you we were still willing to refund a portion of the fees but you would be required to pay the remaining balance all at one time and then the account could be closedThe bank still believes that we did everything that we could to assist you in getting this situation resolved and that we responded appropriately each time you made contact with usWe believe that you received plenty of notice to get this matter resolvedYou received bank statements in September, October, & November that would have shown the debit you are claiming was unauthorized and your overdrawn balanceYou also received an Insufficient Funds Notice on 8/25/Our records also indicate that you received a notice on 10/22/stating that your account was overdrawn and asked that you contact usAnother notice was sent 11/5/2014, advising you that your account had been closedThe bank followed procedures and we feel that you were given ample time and warnings to resolve this matterHowever, because you feel there was confusion with the incident we will agree to your request that all fees be refunded and the account be closed so the situation can be resolved
Sincerely, Kentucky Neighborhood Bank
Sent on: 2/11/2:12:PM
Sent by:
Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Kentucky Neighborhood BankCompany Contact:[redacted]Company Phone:###-###-####Company Email:r[redacted].comPerson Who Sent the Complaint:[redacted] A [redacted]Staff Member:Response:Because the loan transaction in question was with...
Mr. [redacted] wife alone, and due to privacy laws, we have mailed her details of the loan documents and a letter on 11/22 explaining the disbursement of funds at closing. We also have left a message with Mrs. [redacted] to arrange a meeting to discuss Mr. [redacted] concerns in her presence. Apparently, there was a misunderstanding between Mr. W and his builder on how the $5,000 overage on lighting costs from this construction would be handled. KNB continues to attempt to resolve this and provide further details to the customer on how the loan funds were used. An internal review determined no errors were made related to this transaction.Sent on: 12/21/2016 1:52:42 PMSent by: 75.146.10.153
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I spoke at length with my builder and after all is said and done I am still short $ The bank is denying this and they are covering for their mistake The only satisfactory resolution of this is for me to receive the money they shorted me
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***
Response:
Below is a copy of the letter we mailed to *** *** on February 11, at the address provided on the complaint formFebruary 10, Reference: Response to Revdex.com Complaint/#***/*** *** Dear Ms***, We received a copy of the complaint that you
filed with the Revdex.com on 2/9/The customer service provided by Kentucky Neighborhood Bank is of the utmost importance to us, therefore we would like to respond to your complaintOur records indicate that your first call to the bank was in October of The charge that overdrew your account was on August 22, and was a $debit card transaction from *** ***There is no way for the bank to know if this transaction was unauthorized unless you inform us of thisWhen you contacted us in October, you informed us that you had already spoken to *** *** and they were going to refund the charge to the account so you didn’t need to dispute the charge with usThe reason for your call was to request the fees accessed to the account as a result of the overdraft be refundedAt that time, our employee informed you that all refunds have to be approved by management and she would need to get with her supervisor and you would receive a call back to discuss the matter furtherThe employee explained the situation to the supervisor and multiple attempts were made to contact you so we could resolve this matterWe were unable to get in contact with you after several calls so we assumed you were no longer interested in needing to speak with someone at the bankThe next time we heard from you was on December 4, and this was to inform us that you never received a call back from OctoberWe informed you that it had been noted that multiple attempts were made to contact you and you never returned our callsIt was at this time we agreed to refund a portion of the fees as a courtesy to help get the situation resolvedYou gave no indication that you were not going to pay the balanceThe third time you contacted us was on February 6, and you claimed that everything should have been taken care of and you had no idea that the issue was still unresolvedWe informed you that all of the previous conversations with you were noted on the system to include the details of each conversationIt was at this point that we told you we were still willing to refund a portion of the fees but you would be required to pay the remaining balance all at one time and then the account could be closedThe bank still believes that we did everything that we could to assist you in getting this situation resolved and that we responded appropriately each time you made contact with usWe believe that you received plenty of notice to get this matter resolvedYou received bank statements in September, October, & November that would have shown the debit you are claiming was unauthorized and your overdrawn balanceYou also received an Insufficient Funds Notice on 8/25/Our records also indicate that you received a notice on 10/22/stating that your account was overdrawn and asked that you contact usAnother notice was sent 11/5/2014, advising you that your account had been closedThe bank followed procedures and we feel that you were given ample time and warnings to resolve this matterHowever, because you feel there was confusion with the incident we will agree to your request that all fees be refunded and the account be closed so the situation can be resolved
Sincerely, Kentucky Neighborhood Bank
Sent on: 2/11/2:12:PM
Sent by:
Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Kentucky Neighborhood BankCompany Contact:[redacted]Company Phone:###-###-####Company Email:r[redacted].comPerson Who Sent the Complaint:[redacted] A [redacted]Staff Member:Response:Because the loan transaction in question was with...
Mr. [redacted] wife alone, and due to privacy laws, we have mailed her details of the loan documents and a letter on 11/22 explaining the disbursement of funds at closing. We also have left a message with Mrs. [redacted] to arrange a meeting to discuss Mr. [redacted] concerns in her presence. Apparently, there was a misunderstanding between Mr. W and his builder on how the $5,000 overage on lighting costs from this construction would be handled. KNB continues to attempt to resolve this and provide further details to the customer on how the loan funds were used. An internal review determined no errors were made related to this transaction.Sent on: 12/21/2016 1:52:42 PMSent by: 75.146.10.153
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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