Union Bank

Complaint: ***I am rejecting this response because: They are liarsAccount is closedRoast in hell. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@unionbank.com
Dear *** ***:
Union Bank(r) always appreciates the opportunity to review and address client concernsThis
message is in response to a complaint received through the Revdex.com (Revdex.com)I am responding on behalf of Union Bank's Office of the PresidentWe appreciate your patience while waiting for a response
We strive to provide you excellent service, and apologize in falling short in exceeding your expectationsWe have conducted an extensive review, and wish to share our findings as outlined below:
During the time Union Bank offered Auto Loans, we partnered with the California DMV to use the Electronic Lien and Title (ELT) ProgramThis optional program is an electronic service which would automatically send titles to vehicle owners once the loan was paid in full
Since, Union Bank discontinued offering Auto Loans and cancelled use of the ELT Program
Clients who more recently paid off loans were provided a notarized Lien Release which was found acceptable by California DMV's
When you paid off your Union Bank loan, we sent you a Lien Release with instructions to present these items to your local DMV
You later contacted our loan servicing area, indicating you had not received the appropriate itemsYou were asked to provide a $Union Bank processing fee for the duplicate item
We received the $processing fee, and issued you a cashier's check as a refund for the processing feeThe return was sent to your address on file
For your convenience, I have sent a copy of the lien release and DMV form to your address on file
In addition, I have located details on how you may obtain a duplicate title through California DMV by mail
o Per the California DMV website, you can mail the appropriate documents along with applicable fees to:
Department of Motor Vehicles
Registration Operations
P.OBox XXXXXX
Sacramento, CA XXXXX-XXXX
We are here to help
Your concerns are important to Union Bank and trust the above information resolves your concernsWe value your feedback and strive to deliver exceptional service to every clientPart of Union Bank's service commitment to our clients includes reviewing concerns and identifying opportunities to improve our service standardsThank you for sharing your circumstance and allowing us the opportunity to review this matter for youShould you have additional questions related to the above matter, I welcome you to call me at XXX-XXX-XXXX
Sincerely,
***
Officer
Office of the President/Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is untrueI never said I did not receive the lien releaseMy issue was that the my local DMV in Nevada does not accept itThey require a title and instructed me to contact the bank I financed the vehicle throughWhen I spoke to *** *** she offered (after several requests to speak to a supervisor) to help me get the proper paper work filled out for a replacement titleThe $money order I sent was the DMV fee for a replacement titleI still have the original letter *** *** mailed me with the list of items she needed to mail inThe DMV fees were included in that listWhen I signed and returned the documents she spoke to me as if she was clueless as to what this was aboutShe then mailed me all my information back but kept the money order intended for DMV fees ( which she requested me to send )She sent me a new lien release which I didn't need because I had sent her the original one I got in the mail when paying the vehicle offIt is UNion Banks responsibility to provide me with a titleYou cannot sell a car and not give a title
Final Business Response /* (4000, 9, 2015/08/21) */
Union Bank's Office of the President has made multiple attempts by phone to reach Mr*** to provide him further assistanceWe welcome Mr*** to contact Union Bank's Office of the President direct at XXX-XXX-XXXX so we can provide direction on how to obtain his title

Complaint: ***
I am rejecting this response because:
* I called the priority banking line - answered fast yes - transferred me to the CC depertment where I waited and later rtecieved someone who could not help
* logged into the account on the URL p all I see is my credit card not my employee cadsIf its there I cant find it
* My card is still on my personal account
* Install of calling up with high level support/service that could clear this up got email with complicated secure messaging that povided no value.
* Again lots of word, time - no fixExtremely disappointed
Sincerely,*** ***

Initial Business Response /* (1000, 11, 2015/09/02) */
Dear Mr***:
Thank you very much for taking your time to provide your feedbackI appreciate you letting the Bank know that you received your online banking bill pay refund for the accidental overpayment
Per my recent emails and
written correspondence to you on August 18, 2015, we have provided your feedback to our senior management teams to address your concernsPlease be advised that I will not be able to communicate specifics through this response through the Revdex.com, as this is a public site, however, should you have any additional concerns, I would be more than happy to address them
Please provide any further correspondence to ***@unionbank.com or you can write directly to the Bank's Office of the President at:
MUFG Union Bank
PO BOX
New York, NY XXXXX
Attn: The Office of the President
Mr***, we regret to hear of your continued dissatisfaction, however, we appreciate the opportunity to address and clarify any concerns you may have
Should you have any questions you can also reach me directly at (XXX) XXX-XXXX
Sincerely,
*** ***
Office of the President / Customer Care
MUFG Union Bank
Initial Consumer Rebuttal /* (3000, 13, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no response acknowledging their mishandling of their own banking processes or lack of knowledge on what the right hand was doing from the left hand
Clearly I've gotten my funds returned to me, yet Ms*** *** , nor the "office of the President" had anything to do with the return of my fundsIn fact, the opposite; the process simply ran it's course and took the 3-weeks to process on it's ownCalling customer service, per Ms*** yielded no remedy what so everThis bank simply has no clue on proper customer service, acknowledging wrongdoing, or how to make amends
Acct will be closed shortly
M
Final Business Response /* (4000, 15, 2015/09/08) */
Dear Mr***:
We regret to hear that you feel that MUFG Union Bank failed to respond to your concernsWe also regret to hear that you feel that the Bank's customer service was not up to your expectation
We've also recognized, as initially communicated to you, that this is not the type of service that MUFG Union Bank is traditionally known for providingYour concerns are our concerns as well, and have been addressed accordingly
The greatest opportunity we have is to really listen to our clients and consider their feedbackWe appreciate all of the communication you have provided us, and even with our efforts to help you understand and to offer remedy, it appears that you were not satisfiedAlthough we were not able to provide you with your compensation request, we wish to extend you a heartfelt apology for any frustration or inconvenience you experienced due to the circumstances you endured
As aforementioned, we appreciate your time to share your sentiments but also the time you took to communicate with our representativesThis is certainly not the experience we wish any client to have
Mr***, we regret to hear of your continued dissatisfaction, however, we appreciate the opportunity to address and clarify any concerns you may have
While I understand that this is not the desired resolution you were expecting, we appreciate the opportunity to review and provide you with our final response
Sincerely,
*** ***
Office of the President / Customer Care
MUFG Union Bank

Complaint: ***
I am rejecting this response because:We have been complaining since July 22nd, I was told once that I simply complain too much and too oftenIt is true that the funds were apparently distributed to all siblings on July 21st, but we haven't received proof that it happened, unfortunately we have complained to too many Union Bank employees and they listen to our complaints but nothing happens, 44,are "stuck" somewhere and they haven been able to locate themCan you imagine what could happen if I delay a payment to Union Bank for two months? I have been contacted by Union Bank thanks to the complaint to Revdex.com, and they have tell me that they personally are going to solve the problem, but nothing is different than before.
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear *** ***:
Union Bank is in receipt of a complaint forwarded by the Revdex.com dated April 22, 2018. 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 offeredYou explained that you haven’t received the bonusYou would like the $bonus 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 requestOur research revealed that you did not qualify for the promotional incentive because you did not complete debit card transactions or receive a qualifying direct deposit of $or more within days of account opening
While there was no error in our original decision, we are willing to provide you an accommodation totaling $Your account has been credited. Please consider this a one time and final accommodation for the matter.
*** ***, 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,
*** *** *** *** *** *** *** ***
Office of the President
Union Bank

Complaint: ***
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,
*** ***

Initial Business Response /* (1000, 5, 2015/08/05) */
Dear Mr***:
Thank you very much for reaching out to the Revdex.com ("Revdex.com") with regard to your circumstanceFirst and foremost, we regret to hear of your recent experience with the process delay of a wire for the close of
your homeWe apologize for any frustration and inconvenience you experienced
After reviewing your complaint provided to us by the Revdex.com, it concerns me that you communicated your urgency to over ten Union Bank representatives and spent a great deal of time on the phone to resolve your issue
Please be advised that I will be investigating your circumstance and will provide you with a written response within business days from August 5, 2015, to address the wire process delay and the concessions you are requesting from the Bank
Mr***, should you have any questions or have any additional information, please contact me at (XXX)XXX-XXXX or email me at ***@unionbank.com
Sincerely,
*** ***
Office of the President / Customer Care
Union Bank
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Acceptance pending Union Banks acknowledgement and resolution of the issue noted
Final Business Response /* (4000, 9, 2015/08/18) */
Daer Mr***:
Thank you very much for your patience while you waited for our replyPlease be advised that your concerns were address in a letter that was mailed to you directly today
Should you have any questions or would like for me to provide you with a scanned copy of the original response, please contact me via email and I will provide it to you
Sincerely,
*** ***
Office of the President / Customer Care
Union Bank
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution
No phone call to me to investigate
They simply backed out of their previously proposed resolution and made half-hearted apologies and canned apothetic statements
Quite simply, Union Bank is a bankYour money goes in easily, but they make it extremely difficult to get it back out due to poor online tools (easily 3-yrs behind their competition), restrictions to use, which only serves to protect the bank (ielimiting online wire transfers to $50K per dayMight seem like a lot, but when buying a house in California, $50K is nothing.), and poor customer service where you can talk to people and get different answersUnion Bank quite simply makes excuses and accepts zero responsibility
With no resolution by Union Bank, I'm simply closing my accountsEasy

The annuity company has confirmed that all funds from the Old Mutual Bermuda annuity policy in question have been distributed to each of the five beneficiariesWe understand that two of the beneficiaries are indicating they have not received the funds, and the Firm is continuing to work with the
annuity company in order to resolve the matterShould you have any questions, please feel free to contact UnionBanc Investment Services’ Client Services Department at 800-*** and ask to speak with *** *** *** ***l Center Manager

Dear Ms***:
At Union Bank, we strive to provide exceptional serviceYour concerns are important to us, and we regret to learn of your dissatisfactionWe have mailed you a detailed letter outlining why your account was charged and how we were able to assistFor privacy reasons, we
have not posted this information on the Revdex.com's websitePlease call me directly with any questionsI would be glad to help you
Sincerely,
*** ***
Office of the PresidentTell us why here

Complaint: ***I am rejecting this response because: I have not received any response by mail from Union Bank as of today. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 13, 2015/07/20) */
Dear Mr***:
Thank you very much for reaching out to the Revdex.com with regard to your recent customer service experience, which we received on July 17, I am responding on behalf of the Office of the President and I
appreciate the time you took to submit your concerns
After reviewing your concerns, we regret to hear of your experience and would like to offer our apologies for any frustration and inconvenience that you endured due to this circumstance
Union Bank values your feedback and as a part of our committment to our clients we have taken this opportunity to review your concerns and address them with senior management at the Little Tokyo branch office
As a valued client, you are extremely important to Union BankWe truly appreciate your communication with us, as without it, we would not have known of your concern
Mr***, should you wish to communicate with me directly or provide any additional feedback, please contact me directly at ***@unionbank.com
Sincerely,
*** K***
Office of the President / Customer Care
Union Bank

Initial Business Response /* (1000, 7, 2016/01/12) */
Dear Ms***:
MUFG Union Bank, N.A., (the "Bank" or "Union Bank") is in receipt of your complaint to the Revdex.com (the "Revdex.com") dated December 28, 2015, with regard to recent fees that were assessed to your
account
We appreciate you reaching out to the Bank and providing your feedbackPlease be advised that we have responded in writing and that you should be receiving that response shortly via the mailWe believe that you will be pleased with the outcome as we were able to refund the amount as you requested
Ms***, should you have any questions or wish to discuss the resolution letter further, please contact me at (XXX)XXX-XXXX or email me at the ***@unionbank.com
Sincerely,
***
Office of the President / Customer Care
MUFG Union Bank, N.A
Initial Consumer Rebuttal /* (2000, 9, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for facilitating the resolution of this disputeThanks Union Bank for agreeing to this settlement

Hi **, we have responded to the customer and consider this matter as resolved
Thank you,
***
*** *** *** ***Office of the President
Customer & Employee Experience Group

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *

Initial Business Response /* (1000, 7, 2015/06/14) */
Dear Ms***:
We are in receipt of your correspondence to the Revdex.com (the "Revdex.com") with respect to your recent experience in reordering your debit cardI am responding on behalf of the Office of the President and I
appreciate your willingness to share your circumstance
After reviewing your concerns, it is my understanding that you felt that Union Bank (the "Bank") handled the situation poorly as you were provided with misinformationFurthermore, due to your circumstance, you shared that you experienced delays with the delivery of your debit cardDue to this, you desire for the Bank to acknowledge the mishaps and the misinformation provided to you
Union Bank considers your concerns very important in our efforts to enhance our commitment to service excellenceI appreciate the opportunity to address your circumstance and in response wish to relay the following:
- Please be advised that we will address your concerns directly with branch senior management
- Due to this issue being a personnel matter in nature, we will not be able to disclose the outcomeHowever, we can assure you that the appropriate training and coaching will be provided with regard to providing the correct expectation with debit card reordering and delivery
While I understand that this may not be your desired resolution, I apologize for any frustration and inconvenience you experienced due to this circumstance
Ms***, again, we appreciate the time you took to provide us with your concernsWe also thank you for the opportunity for being able to respond to you via the Revdex.comShould you have any questions, please feel free to email us at ***@unionbank.com
Sincerely,
***
Office of the President / Customer Care
Union Bank

Complaint: ***I am rejecting this response because: This information is incorrectI visited the branch during business hours when *** *** refused to research the fraud and close the effected account and it is incorrect that the La Mesa branch made the transfer as your records will show it was made through online banking
Today, I received a letter in reference to the account RE: Notice of an Unpaid Collection ItemI have been unable to reach my branch who's phone number is listed as their phone just rings and rings after pressing option 4, I have tried to contact you but your phone keeps going to voicemail and the *** number for the Office of the President disconnected me several times when I pressed to leave a message and stuck me on hold for over a half hour without going to a representative
Sincerely,*** ***