Union Bank & Trust

Thank you for the opportunity to research and respond to Mr [redacted] 's concernsAfter thorough research and conversations with Union teammates, we found that our Charter Colony Branch Manager, Rusty [redacted] , has been in frequent communications with Mr [redacted] and explained and offered the dispute process via email Additionally, the Market Manager for this region has been involved and we have explained that if the transaction is indeed found to be unauthorized, we will be happy and eager to refund the remaining fees with no question We also offered to place a stop payment on future Simple Bills transactions and to waive the stop payment fee However, we have not received (at this point) a completed dispute or stop payment from Mr [redacted] Once a merchant has been given debit card information, the dispute usually is resolved between the customer and the merchant If no success is achieved, we are happy to initiate a dispute on our end to help facilitate the conversation Simple Bills would then be required to produce proof that authorization was given for current or future payments Our branch teammates and contact center teammates can only explain what would happen if the transaction is or is not deemed as unauthorized, as our Fraud Team manages the process after the submission of the disputeMr [redacted] has a full days from the date of the transaction to file a dispute, and we will be glad to help once he has completed the documentation sent to him Please let us know if we can help in any other waySincerely, Jason AH [redacted] Vice President, Director of Customer Experience Union Bank & Trust

Good Afternoon, Thank you for the opportunity to respond and assist [redacted] I reviewed the communication history with [redacted] ***, including the most recent email exchanges I apologize for the frustrations in getting this issue resolved, however we do have some restrictions when working with international calling and access However, I suggest the following to resolve the issue:1) Secure email appears to be the best method for both [redacted] and Union There is no issue of connectivity of data and telephone services working in multitask mode, andthere is no added expense for either party for international calling Using “SECURE” in the subject line will encrypt the conversation between Union and [redacted] For non-sensitive inquiries that do not involve personal information, the “Contact Us” page on our website can initiate email conversation2) [redacted] (the most recent teammate [redacted] has spoken with on this issue) was correct in saying that the Customer Contact Center cannot systematically make international calls However, in a previous instance, we were able to partner with our IT Department to arrange for a reconfiguration of our telephonic system to allow a temporary international call 3) If [redacted] still wants to use telephone communications, he can dial us at [redacted] He also requested a direct line to an individual teammate, which I canprovide However, by nature, reaching a teammate is highly dependent on her schedule, other calls, etc Our [redacted] [redacted] can be reached directly at [redacted] Also, the most reliable method of accessing online banking from a mobile phone is through the Union mobile app, and not by attempting to access the full site through a web browser [redacted] requested the ability to verify his information via text, which is available and the preferred method through the Union mobile app If this is feature is not currently set up, one of our teammates would be happy to help walk [redacted] through the process Please note that the phone must be able to multitask data and voice Afterwards, the following steps are needed: Login with username and password Be prompted to verify via call/text Must exit the app to read and reply to the text Will get a confirmation text to go back to the app Go back to the app to be taken automatically to their home/account screenIf all else fails, we can arrange for a call to [redacted] to try and resolve this going forward We can generate a one-time passcode for him to enter for verificationOnce logged in he will select ‘More’ in the bottom right corner of the app and choose to ‘Remember this device.’ We want to avoid costing [redacted] any additional time or money in resolving access to his accounts.Thank you again, [redacted]

Thank you for the opportunity to address and respond to Ms [redacted] concernsMs [redacted] is correct that she has "opted out" of our Reg E overdraft processing, which means that transactions conducted through her Union debit card will be rejected (with no fee) if no funds are available However, the transactions in question are associated with a card issued and managed by [redacted] ( [redacted] Red Card) Since [redacted] processes these transactions with an account number through ACH, we do not have the ability to stop those transactions I am not familiar with [redacted] 's electronic agreements, but I suggest Ms [redacted] contact [redacted] for more information on their policies.If the transactions are fraudulent or unauthorized, Ms [redacted] is encouraged to file a dispute with Union and we will send the information for review If a transaction is deemed fraudulent and there are associated fees related directly to the fraud activity, Union would be eager to refund those fees Customers are encouraged to report unauthorized activity to Union immediately, and we have 24/ability to report a debit card lost or stolen through our Customer Contact Center (800-990-4828) We do have both telephone and text alerts for any activity that our fraud team finds as suspicious However, the transaction would need to be out of character for the account (i.ea charge in China, duplicate domestic charges in opposing locations, etc.)Please let us know if we can help facilitate obtaining the proper information from [redacted] While I will be out of town until 8/29/16, Ms [redacted] may contact Kimberly Garrison, Senior Market Manager, at [redacted] Sincerely, Jason AH [redacted] Vice President, Director of Customer Experience Union Bank & Trust

Thank you for the opportunity to respond and assist Mr [redacted] I apologize that our card procedures contributed to such inconvenience Because we have no ability to verify the issuing bank's systems, bank to bank courtesy is to destroy any captured, lost or discovered plastic for other financial institutions The reasoning behind this is that the card may have been stolen (or reported stolen) or frozen by the issuing bank and we are doing our part in ensure the card does not get into the wrong hands If the card is not stolen, oftentimes the issuing bank will freeze a card to reach a customer they are having trouble contacting for an urgent issue.Union would be eager to refund any charges incurred on our ATM Please confirm the total amount of charges and we will send reimbursement to the address listed in this file (unless requested otherwise)Sincerely, Jason AH [redacted] Vice President, Director of Customer Experience Union Bank & Trust

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Revdex.com:
I have reviewed the offer and/or 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 am not satisfied with the complaint as my brother, who wrote the check, said it had cleared his account weeks agoFurther more I do not understand MrHoffman's comment that they are waiting for "funds to arrive from RBS"In the process *** *** would have deposited the check in their NOSTRO account with their UK correspondent bank, this check would have been cleared overnightIf the item was dishonored it would have been known within a couple of days
I will contact my brother agin for the exact date the item cleared his account
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
On 8/20/at 10:am, I *** *** ** ***; was in the Ladysmith branch of Union First Market Bank, sitting in the office of customer care representative - ***; and requested a copy of all the payments that I have made on the Loan*** printed out the copies and we reviewed the loan together at that timeI expressed my concerns about the loan, her response to me was that 'you signed it'I told her that there were major discrepancies, because I was making double, tripple, and a very large payment of $9,on 10/8/They had a balloon payment on the loan of $20,000.00, and my paid off, by me, *** *** as a collateralI asked *** to please arrange a meeting with me, a CPA and ***, and stressed how critical it was; before that last ballon payment they had scheduled; to which she agreed: and until now, no meeting(I stated to her that my last payment was scheduled for 11/15/It was a ballon payment of $10,245.60)*All that I got was a letter; kind of unusual on in November, right before the due date stating as follows: Statement date: 10/31/14; Account Number: 2351325450; Interest due $67.56; Principal due $10,525.53; other $204.00; no past due; total due $10,No scheduled meeting with CPA and *** or any call from *** (since I requested it; nothing in August, nothing in September, nothing in October; for crying out loud I only live of a mile away from the bank.)
** I received a second letter around the 25th of November; where they added a late fee of $Still no arrangements for a meetingThe total due now is $11,***I received manipulated threatening letter of repossation of my vehicle, wage garnishment and court on the early month of 2015; still no arrangements for me to speak to any CPA or ***My car was removed from my property around 7:am on 3/27/I filed the complaint with Revdex.com that same morning: *** thanks again for your superior customer care and you quick response; very commendable.
I received a mail from the post office, which the mail clerk had me signed, titled: " Notice of Bank's plan to sell property"; date: 3/27/from *** ** ***; which letter I never received until days (after supposedly it was sent)They were going to sell the car in an auction days from the day of the letter- leaving days only)I was allowing Revdex.com to handle the case"Within months from the start of my first payment, the bank had already received $14,from me, of a $31,loan; to enable me to accelerate paying off the loanAt a $monthtly payment on a interest rate, by the time they got that large payment from me; if I was not aggressive on making my payments, and just making the regular $monthly payments, they should have only gotten $4,interest included"Most of the $14,paud by me in only months of the loan, should have been applied towards the principalShouldn't it?"
By the time I requested for the payments to be lowered on my loan on 10/17/2009, or one year and months of my first payment; the bank had already received $17,again from the $31,(late fee's from what? is my question)With my regular $a month they should have only gotten around $8,interest included)Can you see how bad that loan wasGo figure - they shouldn't have had any balloon payment on the loan any more or my car as a collateral.
***, when I asked them to lower my payments on 10/17/2009, this is what they did (I was way up to date on the loan): a 9.332% Annual Percentage rate; a finance charge (why?) of $6,779.82; amount finaced $17,; total payment $24,(so they say on paper); however, if you add it, if they can get away with me paying a ballon payment the total with the new contract is more than $31,They treated the loan as a new loan (months and a ballon payment of $10,)
***, the loan is currupted, predatory and illegalThey should be truthful and return my car and title back as soon as possibleThank you for taking this matter to them

Good Morning, and thank you for the opportunity to respond to Mr*** concernsWe have been working with Mr*** since early in when he was experiencing challenges with using Union's mobile app in a remote location overseas He filed a Revdex.com complaint at that time and we
were able to create a workaround to securely activate and operate mobile banking The full operation of mobile banking with limited and international access is a challenge for both parties, as international verification and telecommunications is highly susceptible to fraud and hacking attempts However, at that time, we made accommodations and altered our procedures to ensure that Mr*** could access his account.The fees Mr*** is referencing are not debit card fees They are published, industry standard fees for international transactions that are listed in our disclosures, and in many cases, fees that are charged by the owner of the foreign ATMs These fees merely cover the costs that are charged to Union by Visa and the costs associated with international currency conversion While we have and will continue to work with Mr*** to make his unique situation viable for banking with Union, we are limited in our options and cannot control international cellular access, internet availability, and international exchange rates We do not want to lose Mr*** as a customer, but we are unable to refund the fees that are charged to cover these operating costsWe have attempted to contact Mr*** via international calling, but have repeatedly failed to reach him and there is no voicemail on the account Our best methods have been via secure messaging and email, which is still the best method for both parties if Mr*** has further questionsSincerely,
*** ** ***
*** *** *** ** *** ***
*** *** * ***

Revdex.com:
I have reviewed the offer 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
They are not offering any type of a resolutionThey are only again refusing to help me recover the money Regardless of the policies of the bank, exceptions can be made Given the very unique circumstances of this situation and the fact that there are numerous articles about this event online (such as the one referenced in the response from the bank) one can conclude this was a scam I am further frustrated by their refusal since this account is used solely for receiving child support payments The only money ever deposited is directly from *** *** *** These tickets were purchased as a birthday gift for my daughter So not only was my daughter heartbroken about not going, but I just lost $in child support I find this whole situation despicable
Regards,
*** ***

Thank you for the opportunity to respond to Ms*** concerns and your patience while we researched the situationUnion Bank & Trust and Union Mortgage Group,
Inc., while related, are two separate companies with each company’s management managing its own concerns. However, Ms*** situation is unique in that the loan originated with UMG and then was serviced by Union Bank & Trust.
Since Ms*** concern appears to stem from the UMG origination, we have been in contact with UMG to research and address the situation. Ms*** will be contacted within the week from UMG management.
If you have any other questions, I am happy to serve as the point of contact until the situation is fully in the hands of UMG leadershipSincerely,
*** ** ***
*** *** *** ** *** ***
Union Bank & Trust

Good Afternoon,
Thank you for the opportunity to respond to *** *** concerns
After our research, it appears that *** *** authorized her *** debit card in January for what has been determined as a failed convention (see the below link for news related to the event:
***)
Union's policy in order to dispute a charge, as stated in our disclosures, requires either days notice from the receipt of a bank statement or days notice from the transaction to be able to attempt to retrieve funds This is a requirement set by *** in their zero liability program Unfortunately, the time frame exceeded the window in which Union is allowed to dispute transactions We apologize if any Union teammate gave misinformation regarding the dispute time frame (i.e"months") and/or had difficulty in processing the initial dispute request Had our misinformation caused *** *** to miss her window of opportunity, we would take responsibility for the deadline error However, at that point, the transactions had already passed the point in which the bank had any ability to retrieve funds from *** or the vendor.
We highly recommend *** *** file a police report regarding this transaction, as if there is progress in recovering the funds from the organizer from any law enforcement body, she will be on record in her dispute If we can help walk her through the process, please let us know
We regret that we do not have any additional channels to pursue the missing funds
Please contact me with any questions
Sincerely,
*** ** ***
Vice President, Director of Customer Experience
Union First Market Bank

Thank you for the opportunity to respond to Ms*** and Ms*** and assist in getting the information requested.*** *** head of our Collections division, has been in contact with Ms*** as representative for Ms*** They spoke yesterday (Monday, March 9th) and Inga
clarified the payment history This included the amount in question, and it is comprised of a partial payment made on 4/7/in the amount of $that was paid via telephone, $162.44 was credited to the loan and the $payment by phone fee was received Then on 4/23/14, a month extension was requested by the customer and granted by Union, which comprised of a fee of $104.24, plus a late charge payment of $70.98, which totaled $175.22.Ms*** agreed to have the complete loan history mailed to her, which was completed by Inga after their phone call yesterday Ms*** is encouraged to call Inga back once received with any questions.If you need any further info, do not hesitate to let me know.Thank you,*** ** ***
*** *** *** ** *** ***
*** *** * ***

Good Morning, and thank you for the opportunity to respond to *** *** concern
Months prior to Union's completion of the *** merger, we notified customers of any changes to their accounts through two methods The first was our Customer Guide, which stated on Page
that any automatic usage of overdraft protection would include a $fee Additionally, in the "Union Terms, Conditions and Fee" booklet, Page also states the same information regarding the $fee
Fortunately, the fee is only assessed when the bank has to initiate the transfer as a courtesy If a customer initiates a transfer from any overdraft protection product, including account transfer or overdraft line of credit, there is no fee This can be accomplished in a variety of ways, including through online banking, our Customer Contact Center, or visiting or calling any branch Customers can use these resources on the same day they realize that they may need additional funds to cover an item posting that evening This was not available on all prior *** overdraft products and this added benefit has no fee or cost when initiated by the customer
I hope that helps clarify any outstanding concerns, and please do not hesitate to contact me with any additional questions
Thank you,
*** ** ***
*** *** *** ** *** ***

Thank you for the opportunity to respond to Ms***'s concernsWhen someone agrees to be a cosigner or joint account holder, whether the account is a deposit or loan account, the person accepts responsibility for the account When the address was changed on the account, as is our
policy, the address change notice was sent to both the new and old address This is a security measure to make sure all parties know of the change and alert account holders to any unauthorized changes to their accounts Additionally, we cannot remove a name from an account unless an account holder is deceased Again, this is a security measure to ensure that ownership and liability rights of the joint account only cease with account closure or death.In speaking with all the teammates Ms*** has worked with, including Lora ***, Union would be happy to open Ms***'s accounts as soon as the outstanding debt is paid by either account holder Unfortunately, we cannot open an account when the bank is owed a collection debt by an account holderPlease let me know if we can provide any other information or assistanceSincerely,
Jason A***
Vice President, Director of Customer Experience
Union Bank & Trust

Thank you for the opportunity to respond to Mr. [redacted] concerns.The overdraft line of credit product has a $9 transfer fee when triggered by a deficit, and no fee when used in advance of a need when initiated by the customer.  The $9 overdraft transfer fee charged on 4/15/15 was...

actually for an unrelated transfer that was initiated on 4/15/15 when funds were not available to cover a transaction.Additionally, we pay items according to our disclosures, which in summary, depends on the method in which the item is arriving to the bank.  For example, ACH and debit card purchases get priority, as they are pre-authorized and we have an obligation to the merchant to attempt to process.  Paper checks get last priority, as they can be returned to the depositor.  In this case on 4/16/15, Mr. [redacted] overdraft line of credit was at its maximum availability, and therefore no $9 transfer fees were charged since no funds were available for transfer.  Therefore, the insufficient funds fees were charged instead.  These items were paid by the bank, and not rejected.  Therefore, the insufficient fees are applicable.Unfortunately, due to several previous refunds of both insufficient funds fees and transfer fees, we would not be able to extend additional refunds at this time.  If Mr. [redacted] would like to look at extending the amount of his overdraft line of credit, we would be happy to have a teammate assist with the application process.Thank you for reaching out to us.  If any specific documentation and account history is required, we would be happy to provide it with Mr. [redacted] permission to do so.Sincerely,[redacted]
[redacted]
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]'s experience.  I apologize for the frustrations.First, we have refunded the full amount of the fee.  In reviewing the recorded calls, two things were evident.  There did appear to be some misinformation about how overdraft...

and specifically "Reg E" card purchases work.  Mr. [redacted] is correct that if he has opted out of the Reg E debit card portion, then individual debit card purchases will be declined and not overdraw the account.  However, recurring debit card purchases, such as [redacted], do not apply to the Reg E opt out procedures.  By regulation, those recurring purchases will be presented and may cause overdraft fees if funds are not available.  Secondly, if [redacted] has reversed their charge, it was either in error in the first place or was considered warranted to reverse for payment.  For those reasons, we have refunded the full fee.  All the recorded calls will be reviewed again for coaching opportunities as well. Teammates have the empowerment to offer courtesy refunds if we have not refunded fees in the past, but to prevent future fees I would also suggest Mr. [redacted] ask any Union teammate about additional products and services that will prevent overdrafts, including overdraft account transfer, lines of credit, as well as email and text alerts to notify you of low balance triggers.Thank you again for contacting us and I appreciate the chance to resolve the situation.  *Additionally, I will be out of the office until August 24th, so in my absence if you need additional assistance, please contact Liz S[redacted] at [redacted] and she will be eager to help.*Sincerely,[redacted]Vice President, Director of Customer ExperienceUnion Bank & Trust

Thank you for the opportunity to respond to Ms. [redacted] concerns.  We do offer either monthly paper statements mailed to an address of choice, or seven years of stored electronic statements for current Union customers enrolled through Online Banking.  For both customers and...

former customers, extra copies of statements are listed in our fee disclosure as $5 per statement, or $25/hour for extensive research.  Unfortunately, once an account is closed, we do have to exert the resources to recreate those files, hence the fee.  The Union teammate Ms. [redacted] spoke with offered to significantly reduce our $5 per statement fee from $55 (11 statements @ $5 each) to a flat $25 to save her money and any further inconvenience.  We would be eager to help fulfill this request at the discounted rate and have notated her account notes accordingly.Thank you again for the inquiry, and please let me know if you have any other questions.[redacted]

Thank you for the opportunity to address and respond to Mr. [redacted]'s concerns.
When a bank receives a paper check issued from an international institution, the collection method is often long as the item has to physically clear through multiple avenues.  As our polices state, this could...

range from three business days to as much as twelve weeks, solely dependent on the issuing bank.  Our best time estimations are based on previous transactions, however the final amount of time is dictated by the issuing bank of the original item.In Mr. [redacted]'s case, we have confirmed with [redacted] (our intermediary servicer) that they have not received any funds from the Royal Bank of Scotland as of this morning.  Union's policy is to deposit the collected funds immediately when collected by [redacted].  If Mr. [redacted] has record of the funds clearing RBS, Union and [redacted] can share this information back with RBS to expedite their research.  At this point, we are simply waiting for the funds to arrive from RBS.
Also, Mr. [redacted]'s letter sent to our CEO, Billy B[redacted] arrived in our possession just two days ago.  I did not want Mr. [redacted] to feel as if his letter was ignored in any way.
We will continue to get daily updates from [redacted], and will communicate as soon as the funds arrive to Union.  For future transactions of similar nature, international wire transfers are a quick and secure method of moving sums of money between banks.  Please let us know if we can provide more information.
Thank you, and please do not hesitate to reach out with any other questions or concerns.
 
Sincerely,
 
Jason A. H[redacted]
Vice President, Director of Customer Experience
Union Bank & Trust

Thank you for the opportunity to research and respond to Mr. [redacted]'s concerns.
After thorough research and conversations with Union teammates, we found that our Charter Colony Branch Manager, Rusty [redacted], has been in frequent communications with Mr....

[redacted] and explained and offered the dispute process via email.  Additionally, the Market Manager for this region has been involved and we have explained that if the transaction is indeed found to be unauthorized, we will be happy and eager to refund the remaining fees with no question.  We also offered to place a stop payment on future Simple Bills transactions and to waive the stop payment fee.  However, we have not received (at this point) a completed dispute or stop payment from Mr. [redacted].
Once a merchant has been given debit card information, the dispute usually is resolved between the customer and the merchant.  If no success is achieved, we are happy to initiate a dispute on our end to help facilitate the conversation.  Simple Bills would then be required to produce proof that authorization was given for current or future payments.  Our branch teammates and contact center teammates can only explain what would happen if the transaction is or is not deemed as unauthorized, as our Fraud Team manages the process after the submission of the dispute.
Mr. [redacted] has a full 60 days from the date of the transaction to file a dispute, and we will be glad to help once he has completed the documentation sent to him.  Please let us know if we can help in any other way.
Sincerely,
 
Jason A. H[redacted]
Vice President, Director of Customer Experience
Union Bank & Trust

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]