Union Bank

Complaint: [redacted] I am rejecting this response because the bank's attempt to send my documents via secure email does not appear genuine The documents were not attached This corroborates what I was told on the phone by a bank customer service representative, when he expressed great doubt about the bank's ability to send my documents via email at all I would like more details from the bank regarding how often they send documents via secure email to customers, and how many of those customers actually receive the documents Sincerely, [redacted] ***

Good morning, We have concluded our research and found no servicing issuesAs such, we consider this matter as closed Thank you for the opportunity to review and respond to our client’s comments Sincerely, [redacted] [redacted] Customer & Employee Experience Group

Complaint: [redacted] I am rejecting this response because:The response does not address or correct the terrible customer service I was subjected to Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ Contact Name and Title: [redacted] , Officer Contact Phone: XXXXXXXXXX Contact Email: [redacted] @unionbank.com Your concerns are important to us, and we appreciate the opportunity to address themWe apologize that your earlier letters were not responded toIn order to help customers with their accounts, we ask for our customers to visit us in-person at a local branch or call our customer service department at (XXX) XXX-XXXXOne important reason that we ask for our clients to visit in-person or call us is to prevent identity theft by performing customer identification Because your ability to contact us is limited temporarily, as a one-time courtesy exception, we have enclosed copies of the past three months of your account's statementIn the future, any requests for assistance with your account should be writing and include notarization As an additional alternative, you may wish to consider establishing a Power of Attorney on your checking account to assist you with your banking needsShould you wish to establish a Power of Attorney on your account, you will need to have the designated appointee visit a local Union Bank office to obtain the bank's required Power of Attorney formThe completed and notarized form will need to be returned to Union Bank and approved in order to make the Power of Attorney effectiveWe recommend that you seek legal advice to determine any other available options for you Mr***, thank you for the opportunity to review and respond to your concernsShould you have any additional questions, you are welcome to write to us at the address listed below Sincerely, [redacted] Officer Office of the President/Customer Care

This issue was addressed back on 2/2/when we first received the complaintAccording to our records, Mr [redacted] made a request for health plan information through an on line request formThis request was sent to us by a partner company who received the requestOur call log shows that multiple attempts were made to reach Mr [redacted] to provide him with the information we believed he had requestedAlthough the number of calls made to Mr [redacted] were within our established compliance guidelines, we sent Mr [redacted] a letter of apology on 2/2/(see attached) for any inconvenience our calls may have cause himMr [redacted] has also been place on our internal Do Not Call list preventing any future calls being made by our company Should you have any future questions or concerns regarding this matter, please feel free to contact me.Sincerely, [redacted] Compliance OfficerTruBridge, Inc

Dear [redacted] We are in receipt of the complaint you filed with the Revdex.comI am responding to you on behalf of the Office of the President Union Bank previously reviewed and responded to this matterFor privacy reasons, we have not posted confidential information regarding your accounts to the Revdex.com's websiteA response was sent to your office today via Fed ExFor your convenience, a copy of our original response letter dated April [redacted] *** was enclosed While we understand this may not be the resolution you desired, we wish to reaffirm that our original decision is finalAs such, we will not engage in any further communication regarding this matter unless there is a business reason to do so Sincerely, [redacted] Officer Office of the President Union Bank

Dear [redacted] It is with deep regret to learn that you closed your accountsShould you have any further questions or require any assistance, please feel free to reach me directly at the Bank's Office of the President at [redacted] Sincerely, [redacted] Office of the President / Customer Care MUFG Union Bank, N.A

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Contact Name and Title: [redacted] , Officer Contact Phone: XXXXXXXXXX Contact Email: [redacted] @unionbank.com Your concerns are important to us, and we appreciate the opportunity to address themIn your case, we are reviewing a dispute you filed for the goods and/or services you authorized using your MasterCard Debit CardBecause you stated you authorized the transaction with the merchant, this dispute is not considered subject to Federal Regulation EIn an effort to assist you with resolving this matter, however, we are attempting a recovery chargebackOur Claims Operations department will be responding to your dispute directlyAs more details become available, please expect communication themThe Office of the President also mailed you a written response on August 18, Ms**, you are a valued customerThank you for the opportunity to respond to this matterShould you have any additional questions, please contact me at (XXX) XXX-XXXXThank you for banking with Union Bank Sincerely, [redacted] Officer Office of the President/Customer Care Union Bank Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) A purchase means an exchange of money or goods or services! Money was taken and no goods or services were received! Final Consumer Response / [redacted] (3000, 13, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) You've been communicating with via Revdex.com's website prior and now all of a sudden I get this this ***? Final Business Response / [redacted] (4000, 15, 2015/08/25) */ Dear Ms**: Union Bank treats all customer concerns seriouslyWe appreciate the opportunity to review and respond to youIn our letter dated August 18, 2015, we outlined the steps we are taking to resolve your specific concernIn addition to our letter, I left you a message today, August 25, If you have any questions about the letter we sent you or if you have not received it, please contact me at (XXX) XXX-XXXXI would be happy to address any questions to you personally Thank you again for the opportunity to respond to your concerns Sincerely, [redacted] Officer Office of the President/Customer Care

According to our records it shows that we sent a mail solicitation piece to a [redacted] *** that was scheduled to be delivered on October 1st, of this yearThere is also a record of Mr [redacted] *alling our office on October 1st to request that we stop mailing to his father because his father had passedBased on that call, on October 1st the representative placed [redacted] name and address on our do not call and do not mail listNo further contact attempts, by mail or otherwise, have been made to [redacted] by our company As for how we obtained the name and address of [redacted] *** we work with very credible lead generating organizations which provide us with our mailing dataThese organizations have a proven history of providing demographic data that is close to 100% accurateUnfortunately, when dealing with very large numbers of mailings, even a small fraction of a percent of error will result in unintended mailing pieces being sentPlease understand we have absolutely no intention of sending mail to anyone other than an eligible, interested recipientWe do apologize for this mail piece being sent and we assure you that the address o [redacted] *** has been placed on our internal Do Not Mail list and we have notified our lead vendor of the same

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

At Union Bank, we strive to provide exceptional service to our customersWe regret to learn of your dissatisfaction and appreciate that you brought this matter to our attentionIn response, we wish to explain the following: As you know, Union Bank branded credit cards were previously owned and serviced by First BankcardWe purchased a significant portion of our portfolio from First Bankcard and began to service your account, effective August 28, We are firmly committed to the tenants of responsible lendingAs part of this commitment, we undertook a significant campaign to notify our customers of the transition and the changes in the terms and conditions in their accountsApproximately to days before the transition, impacted customers received several letters with important information to review about the accountsChief among these letters was a copy of your account’s Summary of Credit Terms Due to the fact that your account transitioned to us from another lender, we issued you a new account numberThis information was explained within the notices we mailed you Effective August 25, 2016, customers were no longer able to access their accounts via First Bankcard’s website or mobile banking appWe offer a robust, convenient website for our credit card customers, however, which can be accessed at [redacted] Your American Express credit card with First Bankcard was assessed an annual feeWhen your account was transitioned to Union Bank, we discontinued offering American Express and MasterCard credit card accountsInstead, we selected Visa due to the suite of products and benefits provided by Visa which we felt our customers would most valueGiven your account featured an annual fee, the Summary of Credit Terms you received reflected your account would continue to be charged annually Your experience using your account and when you interact with our employees is important to usWe regret to learn that your experience with our customer service department was less than satisfactoryWe have referred your comments to senior management for review and to use as a training tool for our staff, if necessary While the annual fee was applicable, the annual fee was refunded to your credit card as a courtesy on May 5, Please accept this letter as confirmation that the account is closed with no balance owedIf you are interested in reviewing other credit card options that may be available to you without an annual fee, please visit your local branch for assistance Mr [redacted] , you are a valued customerWe appreciate the opportunity to review and respond to your concernsShould you have any questions about this letter, please call me at ( [redacted] Thank you for banking with Union Bank Sincerely, [redacted] Officer Office of the PresidentUnion Bank

Dear [redacted] : The Office of the President for MUFG Union Bank, N.A., ("Union Bank") is in receipt of your RevDex.com ("BBB") complaint. We appreciate the opportunity to address and review your concerns. In review of your communication to the BBB, research revealed that your... concerns have been addressed by the Bank, prior by multiple levels of management, including the Office of the President, and Melodee Baskerville, Vice President and Manager, via telephone conversation and written correspondence on many different occasions. Please refer to the verbal conversations you had with [redacted] , and the Bank's Employee Relations department with regard to your claims. Union Bank’s goal is to provide exceptional service to each of our clients. Though we have made every attempt to accommodate your banking needs, we recognize we have not been successful and have decided to end your banking relationship with us. [redacted] , while it is with regret to have lost you as a customer, the Bank considers the decision to close your accounts final as it was determined that your actions were exceeding the Bank's risk tolerance as communicated to you. We appreciate and thank you for your long tenured relationship with us. Sincerely, [redacted] Office of the President MUFG Union Bank, N.A.

Dear Mr [redacted] : Union Bank is in receipt of a complaint forwarded by the Revdex.com dated February 6, We are responding to you on behalf of the Office of the President In your complaint, you indicated you opened a Banking by Design checking account to take advantage of a $promotional bonus being offeredUpon completing the required transactions you explained that multiple calls were made to inquire about redeeming the bonus, but you have not received a satisfactory resolutionYou ask for the $bonus to be deposited into your account Thank you for taking the time to relay your concernsWe are sorry to learn of the experience you described in your complaint and would like to address your request Customer Service We regret to learn your experience with Retail Customer Service was not satisfactoryYou are a valued customer, and we appreciate that you brought these instances to our attentionWe have referred your concerns to Senior Management as your feedback is helpful to improve our goal of delivering service excellence Promotional Incentive Our research revealed that your account did qualify for the promotional incentive because you completed debit card transactions within days of account openingYour account has been creditedPlease accept our sincere apologies for the inconvenience this has caused you Mr [redacted] , thank you for the opportunity to review and respond to your concerns We trust the information explained in our response will be useful to you Should you have any questions, please feel free to contact meThank you for choosing Union Bank Sincerely, [redacted] Union Bank

Initial Business Response /* (1000, 10, 2015/06/24) */
June 24,
*** ***
RE: Revdex.com Complaint
Dear Ms***:
We are in receipt of your Revdex.com ("Revdex.com")complaint dated June 24, 2015, pertaining to monthly service charges you are
currently receiving on your Union Bank (the "Bank")savings accountI am responding on behalf of the Office of the PresidentWe appreciate your patience while you waited for our response
After reviewing your Revdex.com complaint it is my understanding that you feel the Bank was not truthful with you with regarding how the Bank applies monthly service charges for your account
The Bank considers your concern very important in our efforts to enhance our commitment to service excellenceI appreciate the opportunity to review your circumstance and in response wish to relay the following:
- Pertaining to current monthly service charge waivers for your accounts, you are correct as you stated in your Revdex.com complaintA monthly service charge will be waived should you maintain a $monthly dollar average or have a single minimum direct deposit to your account of $or more
- Research revealed that you maintain multiple direct deposits which total more than the required single minimum of $25, however, each individual direct deposit does not meet the requirement to obtain the monthly waiver
While I cannot provide you with a permanent waiver at this time without meeting the single $direct deposit requirement, what I am willing and have already done for you, is to waive the $monthly service fee that you were charged and provide you with a three month account waiver with the hope that you will have the opportunity to change at least one of your current direct deposits to meet the minimum $threshold
Ms***, we regret to hear that you feel that this was not explained to you clearlyShould you have any question with regarding this circumstance, please feel free to email me at ***@unionbank.com
Sincerely,
***
Office of the President / Customer Care
Union Bank
Initial Consumer Rebuttal /* (2000, 12, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the offer although I still feel that it was deceptive to be told that as long as I made a minimum direct deposit of $EACH MONTH I would not be chargedIt's a play on wordsI still believe that a direct deposit of $each month is more than adequateIt's an oxymoron to be charged for saving especially when more than the minimum is being direct deposited

Good morning,
We have concluded our research and found no servicing issuesAs such, we consider this matter as closed
Thank you for the opportunity to review and respond to our client’s comments
Sincerely,
***
*** *** *** *** *** ** *** ***
Customer & Employee Experience Group

Initial Business Response /* (1000, 5, 2015/06/18) */
June 18,
*** ***
RE: Revdex.com
Dear Ms***:
Please be advised that we received your complaint to the Revdex.com, dated June 15, 2015, regarding your Automated Teller Machine deposit
dispute on May 21, 2015, at Union Bank's Highland Park branch office
Please be advised that we are in the process of reviewing your communication and will notify you of the outcome in writing as soon as our research is completed
We appreciate the opportunity to serve you and look forward to continuing to help you reach your financial goals
If you have additional questions, please contact us at (XXX) XXX-XXXX, Monday through Friday between 9:a.mand 6:p.mPacific Time
Sincerely,
*** K***
Office of the President/Customer Care
Union Bank

Initial Business Response /* (1000, 10, 2015/07/31) */
At Union Bank, we strive to provide our customers excellent service at all timesYour concerns are important to us, and we regret to learn of your dissatisfactionThank you for bringing this matter to our attention as we always appreciate the
opportunity to address our customers' concerns
Whenever you make a check deposit by using a mobile device, we generally will make the deposit available by the first business day after the business day we receive your depositIn some cases, however, we may delay the availability of your deposit until the fourth business day after the business day of your depositWhen there is a delay, we will send you a notification to advise you when funds will be available
Since your deposit was initiated over the weekend, the deposit posted to your account on the next business dayAfter making your deposit, you indicated you received an email from us advising that funds would not be available until July 21, According to our records, the date funds were scheduled to be available in your account was on the fourth business day following your depositIn the event the email you received indicated a date of funds availability other than the fourth business day after your deposit, please forward the communication to us at ***@unionbank.comWe would be glad to further review the email in the event the communication was not clear
For additional information about our funds availability policy, please review pages and of the enclosed All About Personal Accounts & Services Disclosure and AgreementWe certainly recognize your desire to have mobile deposits available as soon as possibleBecause a delay in check deposit availability may occur from time to time, there are options available that can possibly help your deposits be available soonerFor example, since the check you deposited was from your employer, please consider speaking to them about the possibility of establishing a direct depositYour supervisor or payroll department may be able to help you with thisAnother option to consider is to cash your paycheck at the bank the check is issued from and then deposit the funds to your Union Bank account
Ms***, your relationship is important to usWe value your business and appreciate the opportunity to respond to your concernsAs an owner of our Teen Access checking account, we look forward to servicing your financial needs for years to comeIf you have any questions about banking in general or how your account works, please call me at (XXX) XXX-XXXX
Sincerely,
*** ***
Officer
Office of the President/Customer Care

(The consumer indicated he/she ACCEPTED the response from the business.)I accept their response as they have my account under review for bank errorI will wait for their final decision

Initial Business Response /* (1000, 5, 2015/07/09) */
Dear Mrs***:
Union Bank is in receipt of your complaint with the Revdex.com, which we received on July 3, I am responding to you on behalf of the Office of the President and I appreciate your patience while waiting for
a reply
In summary, your complaint is regarding the bank's decision to decline a claim you filedDue to your dissatisfaction, you requested our Claims Operations department to reexamine its findingsSubsequently, Claims Operations reaffirmed its decision, which prompted you to file your complaint with the Revdex.com for assistanceYou also indicate you directed a letter regarding this matter to Mr*** ***, West Coast President and Head of Retail Banking & Wealth Markets, which you did not receive a response to
As one of our core values, we are committed to providing you excellent serviceWe regret to learn of your dissatisfaction with our decision on your claimYour concerns are important to us, and we appreciate the opportunity to review them
Union Bank takes all disputes seriouslyWhen your claim was filed, we promptly investigated and responded to your dispute on March and March 13, Copies of these two letters along with a response from the Office of the President dated July 9, 2015, were mailed to your attention todayPlease refer to these communications for specific details on why your claim was declined
The Office of the President has reviewed your claim with senior management of our Claims Operations departmentBased on the details we explained in our previous correspondence regarding your dispute, we concur that the decision to deny your claim was appropriateWhile we recognize your dissatisfaction with our decision, regrettably the bank is not able to honor your claim
Regarding your letter to Mr***, the Office of the President responds to customer inquiries on the behalf of the bank's executivesRegrettably, it appears your communication was either not received or not forwarded to us for handlingIf you are able to provide us details regarding your letter to Mr***, such as, a copy of the letter, the address it was sent to, the date it was sent, tracking number (if applicable), etc., we can examine the situation internally to determine the cause for not receiving the letter at our officeIn the interim, we sincerely apologize that your concerns were not responded to in a more timely fashion
Mrs***, your relationship is important to Union BankWhile your dissatisfaction with the claim's denial is noted, we appreciate the opportunity to review our findingsShould you have any other questions, you may contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Officer
Office of the President/Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I finally spoke to *** *** at the Office of the President of Union Bank about the situation, about how no one at their organization was taking our information into consideration when settling and, ultimately, dismissing our claimHe was very cordial, apologized that my letter to the President hadn't been delivered to his office and, since I had the receipt, would look into itHe also agreed to accept all our information and read it thoroughly, giving us additional consideration to our claimI emailed him a copy of our original letter to the President, as well as our backup information, all of which I've already uploaded here, on 7/16/and have received no replySince I have to respond to the Revdex.com by 7/28/15, and Mr*** has had our pages of proof for more than two weeks, I have to assume that I am going to get no further response from Union Bank other than the email sent on 7/21/finally closing the account in question, two months after I first requested that it be done on 5/26/and after numerous follrequests where we were told it was being closed and it wasn'tAfter years of loyalty to Union Bank, the treatment we received over this matter is unfathomableWe have pages of proof that fraud was perpetrated against us as well as dates, times, and names confirming the mismanagement of our claim on Union Bank's partBut, clearly, we are just another rubber stamp to themUnion Bank's loss in deposits and credit card interest from losing us as customers is so much greater than the money we lost in the fraud claimIn the end, it has stopped being about the money and become about the way we've been mistreated
Final Business Response /* (4000, 10, 2015/08/11) */
Dear Mrs***:
Thank you for your patience while waiting for a response to the additional details you provided us on July 16, This note is in response to the additional comments you provided the Revdex.com on July 27, 2015, which we did not formally receive until July 30,
We treat all customer concerns very seriously and strive to provide a resolution as quickly as possibleSpecific to the details you provided the Office of the President, after receiving the documentation we worked closely with our Claims Operations departmentOn July 28, 2015, a decision was made to credit your accountThe following business day, the Office of the President notified you of the resolutionOn July 30, 2015, we became aware of your additional comments to the Revdex.comSubsequently, you posted an additional note to indicate your concerns were addressedWhile we are glad to see we resolved your concerns satisfactorily, Union Bank wishes to apologize for the delay in updating you
Mrs***, you are a valued customerWe appreciate the opportunity to assist youShould you have any additional questions, please contact me by telephone at (XXX) XXX-XXXX or by email at ***@unionbank.com
Sincerely,
*** ***
Officer
Office of the President/Customer Care
Final Consumer Response /* (2000, 12, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciated *** ***'s help tremendously, and he should be commended for his handling of the situation and his verbal and written communication with usWe do consider this case now resolved, and I thank him very much

Dear Mr***:
This letter is in response to the Revdex.com complaint you filed which we received on April 13, I am responding to you on behalf of the Office of the President
In your complaint, you indicate that your account was closed by Union Bank in December You state
that you were informed your account balance would be mailed to you within business day; however after several months, you have not received the remaining balance of $As a resolution, you asked for the funds to be returned to you
Your concerns are important to us and we appreciate the opportunity to review your circumstanceAfter review, we understand this matter is being handled by our Corporate Investigations
Should you have any questions, you are welcome to contact Senior Investigator, *** *** at ***When you call, please reference case ***. Thank you for the opportunity to respond to this matter
Sincerely,
*** ***
Assistant Vice President
Office of the President
Union Bank