Unibank

IDNo.: *** Ms *** *** Revdex.com Resolution Consultant Revdex.com PO Box DuPont, WA RE: Response to Customer's Complaint - *** *** Dear Ms ***: This is in response to your letter concerning the complaint of Mrs*** *** submitted to Revdex.com on July
13, (ID ***)Upon the investigation I was informed by our Chief Credit Officer (CCO) and our Loan Servicing Manager the following events transpiredThe customer, Mrs*** ***, continuously called the bank over a period of several weeks in regards to a reconveyance fee on her business and residential property which she feels she is being incorrectly chargedDuring the calls she implied that the bank is purposely deceiving her by charging a fraudulent feeThe bank's loan staff explained the reconveyance fees are standard and apply to all commercial customers as the fees are paid directly to the respective third part providers (i.etitle company, UCC termination, and courier)The staff informed her that the bank does not profit off of charging the customer these feesHowever, she became more irate and difficult with each callShe made repeated contacts via telephone with four of the bank's loan staff and each time she was verbally abusive, continuously used profane language, and made threats (to get them fired and defamation of the bank's reputation and employee's character within the Korean Community)SBA promissory note and Deed of Trust documents the customer executed at loan origination state that the customer is solely responsible for any expenses incurred due to loan payoff, extension, renewal, and etcThis is standard documentation in commercial loans and it demonstrates that our bank in no way attempted to defraud or deceive the customer as Mrs*** claimedUpon her complaint to Federal Deposit Insurance Corporation (FDIC), Division of Depositors and Consumer Protection last April 30, 2015, the Bank provided documentations for the complaint investigation including the copies of SBA promissory note and Deed of Trust to FDIC per its requestThe Bank sent the instruction letter to Mrs*** with the detailed reconveyance fees on May 12,but she called the bank on Monday, August 10,and claimed the letter never arrivedPer her request, the bank resent the letter on the following day Tuesday, August 11th with her promise to make the payment required by the bank as soon as she received the letterAs of today, the loan is fully paid off but liens on UCC and residential property have not been reconveyed due to the customer's refusal to pay the reconveyance feesThe bank will continue to adhere to the documents singed and executed by the customer and not release the liens until the fees associated with reconveyance is collected from the customerOur staffs communication with Mrs*** and her daughter were professional and courteousPlease let me know if you need further information or clarification