Umpqua Bank

Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent 9/15/17.

Umpqua Bank takes customer concerns very seriously and appreciates the opportunity to address them. A response letter was sent 10/6/16.

Review: I had overdrawn my checking account, but still had direct deposit going into my checking account. I went into my local bank to make payment arrangements for my checks to continue to do direct deposit so I can repay what's over drawn. sterling made me write a promissory note to prevent sterling to close my account, I wrote this in December 2012. In January I received a letter stating sterling sent my checks back and refused payment. I went back into my local bank & sterling told me to round up any information I received in the mail, so I did, took it back into the bank. Sterling told me they would get to the bottom of it. Did not hear nothing from them. I called or went into my local bank, they said they are still investigating. not long after that, I receive letter from a collection agency demanding payment. this is a bank that says they will work with you, and having you write up a promissory to prevent further action, that refused my payment anyway and sent it to collections anyway! I feel I did my part in working out my faults, but sterling is refusing to fix their faults. sterling is the 1st bank I've ever known to refuse money. besides, I had my over drawn amount almost paid off. Now it's almost doubled with their tacked on fee's. I called sterling again today, and they still are refusing to fix their part. sterling told me as long as I faithfully make my payments stated on my promissory note, then I have nothing to worry about. They went back on there word and screwed me over, is ruining my credit over something they said would not happen or refuse. I was making payment with my direct deposit checks automatically. my account balance I believe was close to being around $1000.00 approx. now it's almost $2000.00. I have spoken to Brenda our local bank manager, & spoken to [redacted] our assistant manager at our local sterling branch in Elma Washington. I spoke with a [redacted] on a ###-###-#### # for the deposit collection team. Nowhere shape or form was she nice enough to listen to my concerns.Desired Settlement: I'm asking that my repayment amount stays where it was before sending my checks back. I'm asking them to remove all the tact fee's they added. I'm asking them to remove it off my credit file as that was the whole purpose of them asking me to write out a promissory note to prevent that from happening. I'm asking them to fix what they said they were willing to help me with and keep there word too. I am refusing to pay your tact on fee's. please fix. thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9540899, and find that this resolution is satisfactory to me.

Regards,

Business

Response:

May 21, 2013

Revdex.com Attention: Mr. [redacted] Resolution Moderator

RE: [redacted] W. [redacted]

Acct Number [redacted]-1

Dear Mr. [redacted],

Sterling Bank (“Sterling”) has reviewed the circumstances surrounding the consumer complaint filed with your agency by [redacted]. [redacted]. Please see the response below regarding Ms. [redacted]’s concerns.

When a deposit account with Sterling becomes overdrawn for 60 consecutive days the account is charged off. Furthermore, the Social Security Department dictates that when accounts with direct deposit funds consisting of Social Security monies are being charged off or closed, that said deposits are to be refused unless the customer makes a request in writing, asking the financial institution to accept the deposit. This is typically utilized for one deposit and then the account is re-closed.

On December 11, 2012 Mr. [redacted]’s account had been overdrawn for 60 consecutive days in the amount of $1,667.25. Sterling charged off the account and sent it to the third party agency, Outsource Receivable’s, for collection.

On December 31, 2012, Mr. [redacted] went to his local Sterling branch and requested that his account be re-opened so that his Social Security could be direct deposited. The Automatic Clearing House (ACH) department at Sterling directed the branch to obtain a written request to re-open the account from Mr. [redacted]. Instead the letter that Mr. [redacted] provided the branch requested that the Social Security deposits be applied to repay the overdraft until the debt was paid in full.

The account was re-opened on December 31, 2012, Social Security funds were deposited and apayment of $111.45 was applied to the charge off balance of $1,667.25 leaving a balance of $1,555.80. The account was then re-closed.

Sterling did make a mistake by accepting the letter from Mr. [redacted] and tacitly entering into a repayment arrangement. In order to correct the error, Sterling will do the following:

1. Remove the account from Outsource Receivable’s.

2. Delete the account from Mr. [redacted]’s credit.

3. Delete the account from ChexSystems.

4. Waive any accrued fees and interest dating back to December 31, 2012 leaving a balance of $1,555.80.

5. Agree to re-open the account and work with Mr. [redacted] to resume the prior re-payment arrangement which

consists of payments of $ 111.45 per month commencing July 1,2013 and continuing for 14 months. (Should Mr. [redacted] default on the arrangement, the account will be re-closed and assigned to ChexSystems and Outsource Receivable’s)

We will contact Mr. [redacted] on Tuesday, May 28, 2013 to review the terms of the aforementioned proposal.

Sterling strives to provide excellent customer service and apologizes for any inconvenience this may have caused him.

Lending Support Manager [redacted]

Spokane, WA 99210-0115 Phone: ###-###-####

Review: On 5/15/2013 I made a purchase at Fred Meyers for $ 15.00 I had $63.74 balance in my account. After the $ 15.00 purchase I show I still had $48.74 in my account. They charged me a $ 35.00 over draft fee when I still had $48.74 in my account on 5/16/2013 then on the same day they charged me another $ 35.00 over draft charge for what ever reason I don't know . Which should not have happened . When I called them they told me it was because a charge that went trough later caused me to over draft. But on the same day 5/16/2013 I also made a $ 155.00 deposit . So I don't know way I am being charged 2-o/d fees . for that day . After the deposit and then take away the charges I still would have had $ 128.74 in my account . I think they are ripping me off. They need to refund my 2- $35.00 over draft fees , that was charged to my account for no reason. Ed WilsonDesired Settlement: They need to refund my o/d fees that they charged me plus the one that it caused to o/d on the 21 st. Total of $ 105.00 . Ed Wilson

Business

Response:

Revdex.com [redacted] Resolution Moderator 152 S. Jefferson Ste. 200 Spokane, WA 99201

Review: I spoke with the representative at the Colfax branch. He states that he cannot waive the overdraft fees as it is not a bank error. However, I had requested that the debit card be closed. The notes that they have are semi-accurate as we did discuss closing the account and having another debit card sent under a new account. I called back in and said that the issue had been resolved and that no payment was going to be processed. I called in again and requested that the account be closed as I was switching banks. The representative stated that he could only close the account in person. I requested that once the pending transactions were wiped that my debit card was deactivated. The debit card was in fact not deactivated and payments were charged to my account as auto-pay. The individual stated that the notes entered did not show the request to deactivate the card. I requested that he review the calls in which he stated that he cannot. Instead of having factual data we are in a position of he said, she said. This is not appropriate behavior a company. I understand that they are to stand behind the individuals that are employed and the manager Rusty stated he was familiar to my account. However, I did not speak to him each time I called in. Data about financial situations should always be within the reach of the employer to verify any issues or statements by the customer. Without this information I do not feel that they justify any charges on my account. If they are able to provide any physical evidence besides notations or anything else that involves the possibility of human error then I will accept the fees.Desired Settlement: I want all overdraft fees refunded.

Business

Response:

Revdex.com RE: ** [redacted]

Assigned ID 9499397

Below is the response from our branch manager for Colfax after he interviewed his staff and reviewed the transactions associated with Mr. [redacted]' account during the time period he is addressing in his complaint. We feel confident the branch is not at fault and took appropriate steps in the handling of Mr. [redacted] account

[redacted], Area Manager Sterling Bank | Colfax, WA | [redacted], Colfax, WA 99111

Direct: ###-###-#### | Cell: ###-###-#### | Fax: ###-###-#### Here are the series of events from our perspective:

On 3/14 [redacted] (a CSR at the Colfax location) was contacted by [redacted] in regards to a purchase of around $400 that he was disputing with the merchant but that hadn’t posted to his account yet. [redacted] transferred the call to me so that I could try and help him. ** was worried about the fact that the merchant had his debit card number so I advised him that we could close his debit card so the charge wouldn't come through. ** told me that he didn't want to go that route just yet and would call back shortly to let us know how to proceed. ** called back and told [redacted] (a CSR at the Colfax location) that he wasn't comfortable with closing the card just yet because he might still need it for purchases, but that he would like to open a new account and order a debit card on that account so that he could move everything over once he received the new debit card. He let [redacted] know to keep his debit card and account open in case he was able to get his purchase dispute resolved. ** at that time requested that all but $100 be transferred from his current account to his new one. He wanted to be able to use his debit card for some day to day purchases while he was waiting on his new debit card to arrive on the new account. As you will be able to see on the attached history, the new account and debit card were opened on 3/14 per **'s request. There was a transfer done of $707 to the new account that same day, 3/14, leaving $100.07 in his old account and a balance of $707 in his new one.

3/18 - [redacted] received a call from ** stating that he had resolved the issue with the merchant there was a dispute with and requested that the funds be transferred back from the new account to his old one so that he could continue his banking as normal.

I've attached a history of the account which I'll summarize for you. After the funds were transferred back to the original account there have been multiple purchases with the debit card in question at gas stations as late as 3/26, a week after we last spoke with **. Obviously he knew at that point that his card was still active as he was using it. The two purchases that caused him to go overdrawn show as POS Purchase on our system but after speaking with our ATM department it sounds like the card number was given to the merchants and set up as auto pay. Both of the companies (one is an insurance company, one is a cable company) that charged the customer had also charged him the month before for their services.

In conclusion, our staff’s recount of the conversations with Mr. [redacted] are reinforced by what we can see by the account history on Mr. [redacted]’s accounts. This is why we decided there was no error on the banks part and the two overdraft funds were not going to be reimbursed.

Consumer

Response:

I am aware that the card was used on 3/26 which is why I requested that it be cancelled. Interesting that in your notations there is no collection of me requesting to close my account. I was advised that I had to come into the actual branch per bank policy. However, I requested that my debit card be cancelled and was informed that there were pending transactions on the account; i.e. the gas station 3/26. I was told that my card would be cancelled on a Friday. Though, when I ask for a review of the call they refuse as they do not record them. The research that has been done is based on the possibility of human error. Consistency of my billing from the companies has no relevance considering the card should have been cancelled. This is an absolute terrible justification as they are using an irrelevant mistake by me to cover up there own.