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 conversation. 2)    [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] 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: 1.       Login with username and password2.       Be prompted to verify via call/text3.       Must exit the app to read and reply to the text4.       Will get a confirmation text to go back to the app5.       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 verification. Once 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]
[redacted]
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[redacted]

Thank you for the opportunity to address and respond to Ms. [redacted] concerns.
Ms. [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] 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 24/7 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.e. a 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 A. H[redacted]
Vice President, Director of Customer Experience
Union Bank & Trust

I DID NOT  received no such letter from this bank because if I had we would not be where we are now. I would have did something about it . I have  a  one credit and I do not allow negative reports on my accounts because I am a responsible person. This bank did not notify me of any changes in address. I have the first time to receive anything from this bank . I learned of  owing this bank money After going into the bank to open an account. Do you think I would have come in if I owe you money? Stop lying and owe up to your mistake YOU DID NOT NOTIFY ME OF NOTHING  concerning this account. THIS MATTER WOULD HAVE BEEN TAKEN CARE OF AND WOULD NOT HAVE GOTTEN THIS FAR IF THEY HAD NOTIFIED ME. THEY DID NOT DO IT , AND PLEASE  STOP LYING.

Thank you for the opportunity to respond to Mr. [redacted] and your patience while we researched his concern.Our loan and collections department has pulled copies of both the loan note agreement signed by Mr. [redacted] as well as a detailed payment history, which shows each late or missed payment and...

the subsequent result of accrued finance charges.  If Mr. [redacted] will grant permission for us to send this to the Revdex.com, we would be happy to furnish the information.  All of our lending and collections procedures have been followed during the course of the transaction.Additionally, all of our attempts to reach Mr. [redacted] have not been successful.  Below is a recent recorded history from our collection system:12/22/2014 – Collector emailed loan officer to inquire if working with customer.01/30/2015 – Demand notice mailed to customer.  Advised loan officer if no contact from customer, repossession will be ordered on collateral.02/13/2015 – Loan officer advised she has not heard from customer.  Collection manager approved repossession if customer fails to respond by 02/18/2015.02/20/2015 – Emailed loan officer, inquired if there was objection to proceeding with repossession.02/24/2015 – Sent follow up email to loan officer.02/25/2015 – Assigned collateral out for repossession.03/19/2015 – Followed up with repossession vendor regarding pick up status.03/27/2015 – Received notice that collateral was picked up, sent out Intent to Sell letter to customer via regular and certified mail.We urge Mr. [redacted] to contact [redacted] directly at [redacted] to discuss next steps as soon as possible.Thank you again for allowing us the chance to respond and please let me know if I can supply any additional information.Sincerely,
[redacted]

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 A. H[redacted]
Vice President, Director of Customer Experience
Union Bank & Trust

I have been Union Bank customer for years. When I opened the checking account, the representative also suggested opening a savings account, and said whenever the money is low in either account, the system will automatically transfer from the other account. I was never informed of any fees. Bottom line, they are transferring money from MY OWN ACCOUNT, covering me with my own money, not the bank's money for negative balance. Recently, my checking account became low because I posted a large payment to my credit card before holidays, never realizing there would be a problem (always thought in case of one account getting low, there will be a transfer to the other, since they're linked together). Logically, I don't log in online to my accounts every day, and in case there is anything wrong, I have mobile alerts set up on my phone. Well, I had found out that they DON'T SEND ALERTS IF THE ACCOUNT IS OVERDRAWN. ? What? Then what do you do send alerts for? The representative's answer to that, when I asked, was I DON'T KNOW. WOW! Why do I have alerts set up then if you dont alert me? Lol, what a paradox! So, to continue the story, they had been charging me $10 every time there was a charge going into negative for a few days, before I had found out, totalling $90. While the other account had a big significant amount of money in there. No notification or alert. When I called, the person on the phone was not helpful at all, she seemed new and had no idea about anything, then I asked for a manager, her name was Breanna, and she did not help me either. I had never been overdrawn. NEVER. Usually the bank will waive the fees if it's the first time. NOTHING. Thanks Union Bank for making me open another nonsense account and charging me fees if you need to transfer in between them. What a great way to make money. Currently looking for another bank. Suggestions?

Review: On Aug 4th I delivered a check drawn on a UK bank for UKP20,000 (USD 28,000). I was told on two occasions this would take 3 weeks. The funds have cleared the UK account yet it is now 7 weeks and I have heard nothing from Union. I call the branch regularly yet they have no answere for me. On the 12th May I wrote the Bank President, I did not even get an acknowledgement. I have asked on numerous occasions for a trace to put on this check, to no avail. The lack of these funds is putting a severe strain on my family, yet the bank seem completely indifferent to my requests for an explanation, and the money. FYI I am an x International Banker who used to manage this function. As the check has cleared the funds have to be with Union Bank, or its correspondent bank, [redacted]. Note. I do NOT have any complaint about the branch staff, they have done what they can, they are as let down as I am by a complete lack of process and interest in a customers complaint.Desired Settlement: Funds due delivered to my account, refund of any bank charges after the promised three weeks and a detailed explanation of why this delay happened and why I was effectively ignored by the Bank.

Business

Response:

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 ExperienceUnion Bank & Trust

Consumer

Response:

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.

[I am not satisfied with the complaint as my brother, who wrote the check, said it had cleared his account weeks ago. Further more I do not understand Mr. Hoffman's comment that they are waiting for "funds to arrive from RBS". In the normal process [redacted] would have deposited the check in their NOSTRO account with their UK correspondent bank, this check would have been cleared overnight. If 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,

Review: Union Bank and Trust allowed several very small charges to be made to my debit card (one was for .76) and then proceeded to charge overdraft charges (35.00) for each small item to be made via debit card, although I had opted out of this service and obviously the charges weren't exactly kosher. I would have rather them just have declined the charges altogether as a means to protect me, the consumer. Instead of declining the charged that were being made they just let the overdraft charges pile up. I opened this account to simply have access to a safe deposit box, so I don't often check it. I am also signed up for a protection where Union Bank is supposed to call me if there are any strange issues with my account and they did not. The charges were so obviously a mistake that the Union Bank customer service should have flagged them.Desired Settlement: I would like a refund of the "overdraft charges" I opted OUT of this service when it comes to debit charges on my account. I feel like if anyone tries to use my card and there's no money in the account that as a protection to me, the customer, then it should be declined. Furthermore, it doesn't take 35.00 to cover a .79 overdraft.

Business

Response:

Thank you for the opportunity to address and respond to Ms. [redacted] concerns.Ms. [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 24/7 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.e. a 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 A. H[redacted]Vice President, Director of Customer ExperienceUnion Bank & Trust

Review: My son is a college student. In the past, I have helped him with his bills when necessary. His electric bill is paid through Simple Bills. When I have done this, I have made it very clear that I did NOT want my credit card information saved as a default payment method, or for any other reason on the SImple Bills account. On 6/21, simple bills AUTO DEBITED my account to pay my son's electricity bill. I called simple bills and first they denied having my credit card on file, until I proved it to them. Then they basically told me too bad.

As a result of this unauthorized transaction, my Union First Market account was charged $105 dollars in overdraft fees. I called the branch to report fraudulent activity, and explained to them that I had tried to work this out with Simple Bills, but they would not work with me. THe branch manager refunded half of the fees but said he wouldn't refund the other half. He claims that since I gave Simple Bills my credit card information IN THE PAST, this isn't a case of fraud even though simple bills was not authorized to use my card for that transaction. When I asked him who I could speak to about this further, he referred me to the Union First Market customer service 800 line. When I spoke to them they told me that I shouldn't have been referred to them, that the Branch should have handled it and refunded my fees in total. They agreed that this was a case of fraud. THey contacted the branch who still refuses to refund the additional overdraft fee and also keeps referring me to the 800 customer service number for escalation, who in turn refers me back to the branch.

Again, Simple Bills auto-debited my card with no authorization to do so. They also will not work with me to recover the money I have been charged in overdraft as a result of their actions. Because of this, I went to Union First Market to file a fraud claim within 24 hours. The bank's customer service line agrees that his was a case of fraud but says the branch has to refund the fees which they refuse to do and they refer me to the customer service line, which can not help me.Desired Settlement: refund OF THE ADDITIONAL $52.50 IN OVERDRAFT FEES.

Business

Response:

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 ExperienceUnion Bank & Trust

Not a good bank. Their info is not updated in a timely manner leaving the customer to pay the consequences.

Review: [redacted] working as an agent to Union Bank & Trust, recommended a builder for the construction of our home. Stating that he is never late on delivery and none of her customers that work with him have issues with the product. Beth was incredibly pushy. After hiring [redacted], from [redacted] Builders of the Carolinas I found out that he put a roof on her income property for free as a kick back for recommending him. The estimated time of completion for our home was 6 months. Our home is still not complete after 17 months of construction. I've heard other customers are also late in the completion of their homes, and the only premise for recommending this builder was to receive an illegal kickback. I do not feel that it's fair to pay interest on a construction loan where the lender benefits at my cost. Additionally, in my contract I specified that I would like all funds released to go through me, however the agent of Union Bank & Trust released tens of thousands of dollars to the builder directly without getting my approval. How can a bank literally give away your money without any approval? And then you have to pay interest on the money that they allowed the builder to draw without your approval. I have zero trust at this point. I think there are many other illegal activities happening at the [redacted] branch for this bank, and I will not hesitate to expose them if we do not come to a resolution. I called the head of the construction department at Union Bank & Trust, and only received an apology and he stated there was nothing to be done.Desired Settlement: I feel that I would have picked a better builder had I not been pushed and bullied by the lending agent to pick the builder that I did. The lender pushed for that builder so they could receive a kickback, a free roof on their income property. I think it is fair to not have to pay any interest on the loan over our 1 year contract. I have lost tens of thousands of dollars by selecting this builder, and paid unnecessary interest on money released to the builder without my approval. I would like the loan to be interest free moving forward.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] concerns and your patience while we researched the situation.Union Bank & Trust and Union Mortgage Group, Inc., while related, are two separate companies with each company’s management managing its own concerns. However, Ms. [redacted] situation is unique in that the loan originated with UMG and then was serviced by Union Bank & Trust. Since Ms. [redacted] concern appears to stem from the UMG origination, we have been in contact with UMG to research and address the situation. Ms. [redacted] 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 leadership.Sincerely,

[redacted]Union Bank & Trust

Review: I contacted Union First today to request email copies of my checking account statements (I used paperless statements) from 2014 for the purpose of checking my income tax information. I closed my Union First accounts last fall. I was told that there would be $25.00 research fee for the statements. $25.00 is an unfair charge for copies of e statements that I asked to have emailed to me.Desired Settlement: I would like to have copies of my checking account statementsfrom Jan. 2014 to Nov. 2014 emailed to me.

Business

Response:

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]

Review: I am lifelong customer of Union Bank and Trust. I am currently serving in the Peace Corps making less than $200 a month. I am being charged for ATM withdrawals here. I am requesting that Union refund my foreign ATM and ITA fees until I return home and have access to Union ATM's. The ATM fees are currently over 10% of my income, creating a financial hardship.

Also, I was charged about $9 in ITA fees on a purchase here. The person I spoke with told me there were no fees to use my debit card here. That should be automatically refunded.Desired Settlement: I expect Union Bank and Trust to fully refund all ATM and ITA fees to date starting November 1, 2015 until today. I also want all future ATM and ITA fees waived until I return home on April 11th. I want my account manager to call me at the number I gave the customer service lady. I am free 7am to 1pm ET.

Business

Response:

Good Morning, and thank you for the opportunity to respond to Mr. [redacted] concerns.We have been working with Mr. [redacted] since early in 2015 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. [redacted] could access his account.The fees Mr. [redacted] 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. [redacted] 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. [redacted] as a customer, but we are unable to refund the fees that are charged to cover these operating costs.We have attempted to contact Mr. [redacted] 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. [redacted] has further questions.Sincerely, [redacted]

Review: On April 16th I had two charges to go through at my local bank. One was for $451 that was an automatic draft, due to having a blown out tire earlier the same day I had to purchase a tire in order to make it to work and that was on Thursday and I get paid on Friday. I knew that after the tire purchase there would not be enough in there to cover the $451 and would therefore be paid through my overdraft policy. However, there was also a $25 payment that went through at the same time. I thought that this would be paid as at the time there was more than enough to cover it. Instead of putting through the $25 payment and then the $451 payment, they took all the funds out of my account as well as my overdraft to cover the $451 and then sent through the $25 payment which of course there were no funds to pay. So instead of being a simple $35 insufficient funds fee...there were two of those and one $9 transfer fee. I was never informed that this bank operated under such a stupid policy and would have preferred them to just not pay the $451 at all and just let the company put it through the next day after my check had gone through.Desired Settlement: I would like to have both the $35 insufficient funds fees refunded along with the $9 transfer fee refunded. That's a total of $79 in fees. I was informed by the bank manager in Christiansburg that I can opt out of overdraft protection in the future and so I am in the process of taking care of that. Thank you

Business

Response:

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]

Consumer

Response:

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,

Review: I am currently serving abroad in the [redacted] in [redacted] with limited internet access. I can only reliably access the internet through my phone, but the mobile website and mobile app both get stuck on the "Call Coming" page when I try to verify my phone number. It has never worked. I have been able to call a supervisor directly in the past, but she has left the company.Desired Settlement: I expect a phone call that will be able to resolve this. Additionally, I want a text verification option added so I can login that way. I also want a direct phone number for an actual person so I don't have to waste my expensive international talk time. My phone number is [redacted]

Business

Response:

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 conversation. 2) [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] 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: 1. Login with username and password2. Be prompted to verify via call/text3. Must exit the app to read and reply to the text4. Will get a confirmation text to go back to the app5. 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 verification. Once 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]

Review: On January 13th, 2014, I purchased 4 tickets @ $150 each, with my [redacted] debit card, for a [redacted] called [redacted] that was scheduled to take place in New York city on July 12-13, 2014. On Monday July 7th, 2014 I received an email from the organizers of the event informing the public that the event had been rescheduled to a later date, but no date was given. After receiving this initial email I immediately emailed them back asking about the issue of a refund for the tickets and never received a response. Two more emails followed on 7/9/14 and 7/12/14, but the issue of refunds for purchased tickets was never addressed. Their website has since been taken down and there is absolutely no way to contact the organizers. It is now believed that the entire event was a scam.

After receiving the first email, I visited many message boards and gamer forums to investigate this issue. Without any way to contact the organizers of this event, the general consensus among those of us that were duped by these individuals was that in order to get a refund we would need to contact our bank, credit card company, [redacted] or whatever means used to pay for the tickets. I called the customer service hotline for Union First Market Bank and explained the situation. I was told by the representative that it was something I could dispute based on the grounds that I paid for goods or services that I never received. I was also told the time frame in which I had to file such a dispute was 6 months. She said I would need to physically go in to a branch to sign documentation to dispute the charge. I went in to a Union First Market Bank branch in Warrenton, Va, on Wednesday, July 9, 2014 for this purpose. The young woman who helped me did not know how to find the correct forms or how to fill them out. She called someone else for guidance. After finding the appropriate forms she had me sign them and said she would fill out all the information needed and submit them. I never received any correspondence from the bank about this issue. I called customer service again on Saturday, July 26, to find out the status of my dispute. The woman I spoke with said there was nothing on my account about a dispute. She assured me she would email the department of the bank that handled disputes and I should hear something from them on Monday, July 28. I never received any correspondence from the bank and called customer service again the following Friday, August 1. The woman I spoke to said she would email the manager of the branch in Warrenton that I went in to to file the claim in the first place and she assured me I would hear from her the following day, Saturday, August 2. However I never received a call. I called customer service again on Monday August 4 and again was told that I would be contacted the following day by the branch manager of the Warrenton branch. I received a call from a branch manager named [redacted] on Tuesday August 5 asking me to come in to the branch again to sign the correct paperwork to file the dispute. I again visited a branch in Warrenton and signed another dispute form on Wednesday, August 6. I received a call from [redacted] on Tuesday, August 12, informing me that the dispute was denied and the bank would not refund the money. The grounds for the refusal is that I had 60 days to dispute the transaction and that time frame had passed. She mentioned that the man who was in charge of investigating my specific dispute went online and saw posts on the twitter feed associated with this event boasting about all the money that was swindled from thousands of people across the country, but there was still nothing that could be done.

I believe I am due a refund of this money. The reason I was given for the refusal of a refund is listed in their disclosure strictly for unauthorized credit and debit charges. The disclosure describes finding the unauthorized charge on a statement or as a result of a stolen credit/debit card. Nowhere in the disclosure does it describe a situation like this-a charge that I did authorize, but never received the goods or services paid for. This situation is unique and there is nothing in the disclosure that touches on how this will be handled. Also, upon revisiting the message boards and gamer forums regarding this situation, many people have expressed that that have already received full refunds from their credit cards, banks and/or [redacted].Desired Settlement: I would like the bank to refund the $600 for the tickets I never received.

Business

Response:

Good Afternoon,

Thank you for the opportunity to respond to [redacted] concerns.

After our research, it appears that [redacted] authorized her [redacted] debit card in January for what has been determined as a failed convention (see the below link for news related to the event: [redacted])

Union's policy in order to dispute a charge, as stated in our disclosures, requires either 60 days notice from the receipt of a bank statement or 90 days notice from the transaction to be able to attempt to retrieve funds. This is a requirement set by [redacted] 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. "6 months") and/or had difficulty in processing the initial dispute request. Had our misinformation caused [redacted] 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 [redacted] or the vendor.

We highly recommend [redacted] 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

Consumer

Response:

I have reviewed the offer 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.

They are not offering any type of a resolution. They 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 [redacted]. 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 $600 in child support. I find this whole situation despicable.

Regards,

Review: Union bank took over [redacted] and changed policies without notifying customers. We are now charged a fee for accessing our ODP account that was not previously in place. This whole transition has been a nightmare!

Business

Response:

Good Morning, and thank you for the opportunity to respond to [redacted] concern.

Months prior to Union's completion of the [redacted] merger, we notified customers of any changes to their accounts through two methods. The first was our Customer Guide, which stated on Page 16 that any automatic usage of overdraft protection would include a $9 fee. Additionally, in the "Union Terms, Conditions and Fee" booklet, Page 22 also states the same information regarding the $9 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 [redacted] 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,

Review: I called Union's customer service line this morning due to a charge on my account that caused an overdraft fee. Union stated it was [redacted]'s fault and that they "forced the authorization" onto my account. Upon contacting [redacted] at their customer service line, they apologized, stated that they don't do pre-authorizations nor are they capable of forcing a charge to go through. and promptly reversed the charge to try to get the over draft fee back. After talking with Union again, they claimed it was still [redacted]'s fault and continues to refuse to refund the overdraft fee. Eventually I got both companies on a conference call. The bank refused to take responsibility for the charge going through when there were no funds in my account to cover it. I have overdraft protection on the account that does not allow transactions to be made if I do not have the funds to cover it. A supervisor then tells me that they changed how the overdraft protection works changed over a year ago. I was never notified of this change and feel that I have been lied to and cheated by the bank that is supposed to handle my money. The supervisor was rather patronizing and did not treat me as if I actually mattered as a customer. After spending about an hour on the phone with the two companies and listening to the Union Bank accusing [redacted] of not know how their own systems work, they begrudgingly gave me half the overdraft fee back. The fee itself is $35.00. It doesn't seem like much, but I'm more upset about how I was not notified of important account changes. [redacted] never had this problem before, so why was the bank letting a charge go through now if not to scalp me for what money they can?Desired Settlement: All I'd like to have happen at this point is to have the full amount of the overdraft fee refunded.

Business

Response:

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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: On November 28,2007, I requested a consolidation loan from the branch manager [redacted] one year of the 5 years or 60 months repayment, I had already given them over $14,228.74, or almost half of the amount borrowed. I was making double and tripple payments at the beginning of the loan, and a big payment of $9,228.74 to payoff the loan quickly(I sold to [redacted] which was already paid off by me, to make that large payment); however, because of the predatory(to the highest potential possible)loan granted to me: they(Union First Market Bank ), without mercy, repossessed my one and onl[redacted] car(which they used as collateral, and shouln't have) today Friday March 25, 2015 at 7:30am (putting me in a position I can't go anywhere because of the location where I live). The amount Union First Market Bank(formerly Union Bank & Trust Company) paid directly to the Credit Cards companies was $31,429. My monthly payments to pay the loan back was $400 for 59 months; with a final predatory balloon payment of $20,000 at the end of the contract. My car was already paid off by me with hard labor in February 2005; which I purchased brand new in August 2004. Within 2 years and 3 months Union First Market Bank had already received $17,687.74 from me. On August 17, 2009, I asked [redacted] N.(branch manager) if it was possible for my payments to be lowered to a more reasonable amount since I had already paid $17,687.74. She agreed to that however, she with much cover up and deception, treated the same loan as a new loan(or evil total=$31,135.42). The new payments were $240 a month for 62 new months; still holding my car as collateral; charging very high interest; and cannivingly, illegally and harmfully, added another final balloon payment of 10,165.74 by September 15, 2014, they changed to Nov.15, 2015. I have already paid over $34,900 of the $31,479 borrowed, I asked them 3 months on 8/20/14 prior to the last payment to speak to their CPA & [redacted] but refused.Desired Settlement: I need my car giving back to me as soon as possible; preferably today March 27, 2015 brought directly to my house from where they took it.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] and your patience while we researched his concern.Our loan and collections department has pulled copies of both the loan note agreement signed by Mr. [redacted] as well as a detailed payment history, which shows each late or missed payment and the subsequent result of accrued finance charges. If Mr. [redacted] will grant permission for us to send this to the Revdex.com, we would be happy to furnish the information. All of our lending and collections procedures have been followed during the course of the transaction.Additionally, all of our attempts to reach Mr. [redacted] have not been successful. Below is a recent recorded history from our collection system:12/22/2014 – Collector emailed loan officer to inquire if working with customer.01/30/2015 – Demand notice mailed to customer. Advised loan officer if no contact from customer, repossession will be ordered on collateral.02/13/2015 – Loan officer advised she has not heard from customer. Collection manager approved repossession if customer fails to respond by 02/18/2015.02/20/2015 – Emailed loan officer, inquired if there was objection to proceeding with repossession.02/24/2015 – Sent follow up email to loan officer.02/25/2015 – Assigned collateral out for repossession.03/19/2015 – Followed up with repossession vendor regarding pick up status.03/27/2015 – Received notice that collateral was picked up, sent out Intent to Sell letter to customer via regular and certified mail.We urge Mr. [redacted] to contact [redacted] directly at [redacted] to discuss next steps as soon as possible.Thank you again for allowing us the chance to respond and please let me know if I can supply any additional information.Sincerely,

Consumer

Response:

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,

On 8/20/2014 at 10:21 am, I [redacted]; was in the Ladysmith branch of Union First Market Bank, sitting in the office of customer care representative - [redacted]; and requested a copy of all the payments that I have made on the Loan. [redacted] printed out the copies and we reviewed the loan together at that time. I 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 $9,228.74 on 10/8/2008. They had a balloon payment on the loan of $20,000.00, and my paid off, by me, [redacted] as a collateral. I asked [redacted] to please arrange a meeting with me, a CPA and [redacted], 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 11/15/2014. It was a ballon payment of $10,245.60).

Review: I've went over charge after charge with this company. They said I missed a payment in Nov 2013, I sent them in the copy of the check via fax to prove I've paid the payment. They are still denying the payment & will not give me credit for it. The bank I used was Stellar One which has been taken over by my loan provide -Union... They've charged me over $300 worth of late fees & even though I pay them on each payment I make, they refuse to remove them & say they went to principal not the late charges when I ALWAYS select 'add late fee'. The reps are incredibly hard to work with and refuse to go over the charges.Desired Settlement: All I want is for this company to give me credit for the money I have paid...

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] and Ms. [redacted] and assist in getting the information requested.[redacted] head of our Collections division, has been in contact with Ms. [redacted] as representative for Ms. [redacted]. 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 4/7/14 in the amount of $172.44 that was paid via telephone, $162.44 was credited to the loan and the $10.00 payment by phone fee was received. Then on 4/23/14, a 2 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. [redacted] agreed to have the complete loan history mailed to her, which was completed by Inga after their phone call yesterday. Ms. [redacted] 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,[redacted]