The Bancorp Bank

Good afrternoon, [redacted].  Attached please find the customer response letter for Mr. [redacted].  If you have any questions please feel...

free to contact me.  Thank you.

Good afternoon, [redacted]  Attached please find the customer response letter for Ms. [redacted]  If you have any questions please feel free to contact me.  Thank...

you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
 
Regards,
 
 
 
 
 
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This letter is in response to the concern you raised with the Revdex.com regarding your My Smart Saver Health Savings Account.  You expressed concern that you only recently received your Form 5498-SA from the Bank. We have reviewed the complaint and our findings are summarized...

below.
 
Each year, the Bank is required to produce two tax-related forms for HSA customers: Form 5498-SA that you just recently received and Form 1099-SA.  We complied fully with the specific timeframes required by the IRS.  Form 5498 reports all contributions into your HSA for the prior tax year.  Per current regulations this form must be mailed annually to each HSA customer by May 31st for the prior tax year.  HSA custodians are required to wait and send this form in May. Keep in mind that individuals may continue to contribute prior-year contributions into a health savings account right up until the April tax filing deadline.  Therefore, financial institutions cannot possibly send the form any earlier without the risk of missing potential contributions. All account holders receive this form in May and it is simply used for record-keeping and reporting to the IRS.   It is not a required form for filing your taxes.
 
Form 1099-SA is mailed annually to all HSA customers by January 31st.  This form reports all distributions from the HSA for the prior tax year.  This form would not be mailed if there were no distributions from the account in the prior year.  Please note that per IRS guidelines and banking regulations we provide copies of these forms to the IRS. 
 
Strictly speaking, you are not required to attach physical copies of either of these forms when you file your taxes.  Contribution and distribution totals that you need when filing your tax returns are housed on your online banking account. You can also easily obtain the information by calling our 24/7 customer service toll-free number.  In addition, our website contains updated tax-related information which includes details about when customers can expect to receive these tax reports. 
Please view [redacted] and select “HSA Resources.”  From there, you will find valuable information you can use for future reference. 
 
I hope this letter explains the timing of the reports and how we furnish you with copies according to the current reporting guidelines so you may have them for your records.  If you did not receive your form 1099-SA please contact Customer Service at [redacted]n order to request an additional copy. 
 
We apologize for the inconvenience you experienced.  We trust the information provided above addresses this matter.  Please contact us with any additional questions.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all Mr. [redacted] refers to me calling in a second time on another day. This situation occurred all on the same day in the same call!! I spent almost 2 hours arguing with people about this before deciding it would NEVER get resolved if I did NOT contact Revdex.com. I assume once Mr. [redacted] received my Revdex.com complaint he knew something was amuck, because not only was my card reactivated that day, I was also sent a personal email by Mr. [redacted] that he was handling the situation. I did receive the replacement card in a timely fashion, which I am thankful for. However, Mr. [redacted] never stated to me how he was going to handle the rudeness and out right blatant mistake made by the customer service representative I had encountered on that phone call. She did NOT do her job, because she did NOT listen to the customer! Again as stated in my initial complaint with you she took matters into her own hands prior to hearing my concern, if they didn't house their customer service overseas where English is NOT understood very well, then this may have been avoided. With that said I know using overseas help is cheaper than our own American blood because those people enjoy working for pennies, us Americans know we are worth more than that. 
I would like to know how Bancorp Bank intends to RETRAIN Current employees and TRAIN Future employees on better listening skills, so this exact situation DOES NOT happen to someone else.   
Regards,

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,

Good afternoon, [redacted]  Attached please find the customer response letter for Ms. [redacted].  If you have any questions, please feel...

free to contact me.  Thank you.  [redacted]

Good afternoon, [redacted].  Attached please find the customer response letter for Mr. [redacted].  If you have any questions please feel free to contact me.  Thank you.  [redacted]

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  It is very disappointing that they are incapable of keeping track of correspondence coming in.  The timeframe that they completed the transaction within was, in fact, very satisfactory. However it was disturbing to make one phone call after another with no confirmation that they had gotten the forms and were processing. So glad to be done doing business with them.
Regards,

Good afternoon, [redacted]  Attached please find the customer response letter for Mr. [redacted]  If you have any questions please feel...

free to contact me.  Thank you.

Good afternoon, [redacted]  Attached please find the customer response letter for Mr. Harris.  If you have any questions please feel free to contact me.  Thank you.  [redacted]This letter is in response to the concern you raised with the Revdex.com...

regarding your Univision MasterCard Prepaid Card. We have reviewed your complaint and our findings appear below. On June 7, 2014 you called Customer Service for Univision, the program manager, to report your card lost. During that call you also opened a dispute claim for two transactions that took place on June 6, in the amounts of $1,003 and $282. On June 17, your Univision account was blocked due to suspicious transaction activity. When you called Customer Service that day you were asked to provide copies of your photo ID, Social Security card and a proof of address document from within the past 30 days. The documents were received on June 21; however, the Risk Department advised Customer Service on June 23 that although the photo ID and Social Security card were acceptable, the proof of address document was not and a different document was needed. The block remained on the account. On July 3, provisional credit was posted to the account for $1,235. This total represented the $1,003 and $282 transactions minus the $50 customer liability disclosed in the Cardholder Agreement. A letter was sent to you on July 3 to advise you of the credit, and a second letter was sent to you on July 8 confirming that the credit was permanent and the dispute claim was closed. After additional review of your account activity was completed, Univision permanently closed your account on July 14 and sent you a letter explaining the decision. On August 8, you called Customer Service and were given details regarding the closure of the account. That was the last communication you had regarding the account with either Univision or Bancorp until we received your Revdex.com complaint. The balance remaining on the account is now $1,177.15. In order to fulfill your refund request, valid copies of all the verification documents are required (photo ID, Social Security card and a proof of address document from within the last 30 days). We apologize for the inconvenience you experienced. It is always regrettable when we must close a customer’s account; however, at times it is the most prudent action to help ensure the safety and soundness of the customer network. We hope this information is helpful. Please contact us with any additional questions.

[redacted]  I know that we received a complaint from her and responded back in Feb.  I've attached the letter.  Unfortunately this consumer was the victim of a scam.  Our bank is not associated with the products that were fraudulently offered to her.  [redacted]...

will need to pursue this through law enforcement as a criminal matter.
Please let me know if you have any questions.  Thanks!
[redacted]

Good afternoon, [redacted].  Attached please find the customer response letter for Mr. [redacted].  If you have any questions please feel...

free to contact me.  Thank you.  [redacted]

Good afternoon, [redacted]  Attached please find the customer response letter for Ms. [redacted].  If you have any questions...

please feel free to contact me.  Thank you.  [redacted]

Revdex.com:
After 2 months they did finally get my money transferred.  I'm happy to no longer being one of their customers. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Good afternoon, [redacted]  Attached please find the customer response letter for Ms. [redacted].  If you have any questions please feel...

free to contact me.  Thank you.  [redacted]

[redacted]
 
RE: Revdex.com Case No: [redacted] [redacted] Health Savings Account
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[redacted]
 
This letter is in response to the concern you raised with the Revdex.com regarding your Primeflex Health Savings Account (HSA) at The Bancorp.  We have reviewed the complaint and our findings are summarized below.
 
We were unable to locate the recording of the call during which you were incorrectly advised that you could request the closure of your HSA by sending a plain text email.  Our procedures for an account closure require a signed request unless the account balance is less than $20.  The signature is required because it will be compared to the signature we have on file on your account signature card.  The matching of the signature is required for account security in order to release funds to a customer.
Regarding the timeframe for the account closure, it is a fact that this process is often completed in less than 20 business days; however, our HSA accounts generate spikes of seasonal activity related to annual tax deadlines.  Although we often complete an account closure in far fewer than 20 business days, we always want to err on the side of caution when providing a timeframe.
We apologize for the inconvenience and frustration you experienced.  We have provided an update to our agents providing them with the additional coaching needed based on the error you describe.  The account closure was processed on August 9, and a balance refund check in the amount of $1375.75 was sent to you.  The $20 fee was inadvertently assessed during the closure process.  We have refunded this fee and a check for $20 is enclosed.  We apologize for the delay and we thank you for the opportunity to fully resolve your concern. 
We trust the information provided above addresses this matter.  Please contact us with any additional questions.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I need to know what was the date the Bancorp has sent the request to the IRS to have my tax returned? Also explain to me how the IRS is notified that my tax return needs to be sent back to them? Also why do I have to be the one to contact the IRS when its the Bancorp Bank job to do so?  Also what is documented under the lead # for the IRS to know about my monies being returned to them? I need these questions answered I'm tired of getting the runaround!.]
Regards,

Good afternoon, [redacted].  Attached please find the customer response letter for Ms. [redacted].  If you have any questions please feel...

free to contact me.  Thank you.  [redacted]

[redacted]
 
This letter is in...

response to the concern raised with the Revdex.com regarding your [redacted] Financial account.  We have reviewed the complaint and our findings are summarized below.
 
In addition to your complaint, The Bancorp received other complaints regarding problems encountered when attempting to negotiate the checks we sent to [redacted] customers in lieu of unredeemed rewards. As a result, we recently arranged to print and mail replacement checks to affected customers. 
 
We have been advised by our Deposit Operations Team that you should receive your replacement check within 5-7 business days.
 
We apologize for the inconvenience and uncertainty created by the initial check.  We appreciate the opportunity to fully resolve your concern. 
 
We trust the information provided above addresses this matter.  Please contact us with any additional questions. 
 
 
[redacted]
 
[redacted]