Union First Market Bank

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.

Review: In early July I noticed by email alert I was overdrawn on my checking account. BTW the banks notices of redid account withdrawals take a week to get to me by mail, thus it is late in the process by the time I get these. As I checked online, I noticed one of my reddit credit accounts had been closed good for six hundred dollars credit. thus the overdrafts. I called and spoke to [redacted] Bank Manager at the Radford branch. Before that I asked for explanation the day before at the Cburg branch to be told there was nothing they could do. Call Radford. I also had scraped to pull together the overdraft amount and put it in their checking accont. They denied to run my credit card advance the second time, so I was denied that credit. I couldn't make it to the bank in Radford in time after work to get help. I find later they should have ran it again thus more overdrafts that night. [redacted] said she would research why the redid credit was closed. In a few days she said there was no explanation unless it was because I paid it in full. However I had done that regularly and they didn't close it. She said they couldn't reopen it. She said I would have to file for a increase on my primary redid credit account of one thousand dollars. Meanwhile she went on a weeks vacation. They did not deal with the overdrafts on my account so they kept piling up while she was away. I called the customer support number and they said there was nothing they could do since the branch was involved. She came back to work and took off some of the overdrafts from the initial conversation but not the new ones. I had no more money to cover all those. She said my increase request for my redid credit was denied because my account was overdrawn. REALLY She said she was not authorized to credit all those fees and I could call the regional branch manager, which I did. No answer so I left a message. TO DATE no call back. Total overdraft charges amount to 1900.00. I contacted [redacted] for a credit due to three redbox charges of od at 35 dollars each. A 99 cent dvd. REDBOX said to contact the bank, they should have only made one charge for that movie, not three. I wrote [redacted] a request to correct this but no response to date. I have poured money into this account to keep it in the black. I have stopped all my direct withdrawals from that account per the only advice I have received from their customer service rep. PLEASE HELP MEDesired Settlement: I would like the Netflix charges corrected and also at least the bank meet me half way on all the overdraft charges since I was waiting on their reply to fix a problem with my redid credit accounts. I plan on closing my accounts with them if they are not understanding with this request. I have banked there many years as well as my parents. This overdraft charge was equal to a months of my wages.

Business

Response:

We have researched Ms. [redacted] complaint and found that between June 28th and August 1st of 2013, her account was assessed $1820 in overdraft fees. Further research indicates that on $280 in fees have already been refunded to Ms [redacted] account ($70 on July 3rd and $210 on July 23rd). We apologize for the inconvenience and will meet Ms. [redacted] request to meet her half way on the overdraft fees. On September 12th, StellarOne will credit $630 to Ms. [redacted] checking account as the remaining portion of the $910 that equates to half of the original overdraft charges. Thank you for bringing Ms. [redacted] concerns to our attention.

Consumer

Response:

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 for the business to perform this action and, if it does, will consider this complaint resolved. However. the first overdrafts were a separate incident. [redacted] at the Radford Branch credited all the overdraft in full on my account. I am requesting the half reimbursement not on the full $1800 but the second large overdraft. Therefore, the bank owes me another $140. Regards,[redacted]

Business

Response:

The refunded amounts cover half of the refunds that occurred during the disputed time period.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would have to be ok since they dont remember that these were too separate incidents I will wait for the business to perform this action and, if it does, will consider this complaint resolved.The payment rebursed the second time is not half of tbose od charged. Thus my complaint. The bank is not communicating. I guess loosing this small amount is better than what it was. Thanks for the compromiseRegards,[redacted]

Review: I applied for a Visa Business card offered by the Stellar One Bank with the promise that they will give $100 cash back just for making first purchase. I received the card ending with [redacted] but gave me only $25 as cash back on first purchase. I called the Bank but they said it is due to credit rating. I argued that there was no such condition or term in the offering. Moreover, it is related to my business and they gave me huge credit limit based on my excellent credit rating. They still don't agree.Desired Settlement: They should abide by their offer and send me check for $75 being difference in $100 offered v $25 paid.

Business

Response:

We have reached out to our credit card provider. They do not have record of an offer of $100 being made to this client. Can the client provide further documentation in regards to the offer that they received in order to assist with our research?

Consumer

Response:

I have reviewed the response 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.See AttachedRegards,[redacted]

Business

Response:

The direct mail letter that was used by [redacted] was mailed out on February 27th and was good through Aprill 11th. The account was opened March 19th, 2013. On June 19th, the cardholder called into [redacted] and redeemed the 10,000 points (aka the $100 cash back) as $100 statement credit. The customer received said credit on the July statement in the amount of $100.23. This customer is also receiving 0% APR through July of 2014. To add additional clarification, the $100 cash back is supplied as points to which the customer can choose to use as statement credit or a ACH credit to a deposit account. These points are accumulated with the first purchase. This customer chose to redeem the points as statement credit in June.

Consumer

Response:

I have reviewed the response 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.I reject the counter offer. They are referring to $100 bonus given to my husband Mr. [redacted] having their credit card ending with [redacted]. I had applied under the same offer and was given credit card ending with [redacted]. Attached copy of their Reward Page shows that they gave me 2500 points only instead of 10000 points offered in that offer. There was/is no offer for 2500 points from Stellar Bank. They reduced my reward points without any reason at their own discretion which is wrong.Regards,[redacted]

Business

Response:

We have escalated the customer complaint to our credit card issuing company.

Business

Response:

Upon researching, [redacted] (the credit card provider) has discovered that the letter cited by the business is not the same one mentioned in the complaint to the Revdex.com. They are researching to see if this business would have qualified for the direct mailer. They expect to resolve this in 3-5 days.

Business

Response:

I wanted to follow up with you regarding this client's complaint to the Revdex.com. The Office of the President has mailed a letter on 10-16-13 to the client with a detailed response regarding her complaint. Below is a summary of that letter that I am able to provide you: The promotional application offer attached with the inquiry expired 4/11/2013. As the customer's application was not submitted by the promotional expiration date, they did not qualify for the offer of 10,000 bonus points. The account was opened with an offer of 2,500 bonus points which have been applied to the account. As the application did not meet the promotional expiration date we are unable to apply the additional points to the account.

Consumer

Response:

I have reviewed the response 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.I am unable to write any thing on your body area. It does not accept any word. Anyway, I don't accept their offer. It should have been 10000 or nothing as per their offer. Had I known, I would have refused their offer and protect my Credit Score which goes down with every card issued. My complaint should be visible to all on their site.[redacted]

Business

Response:

Sent: Friday, November 08, 2013 2:31 PM To: [redacted]Subject: FW: [redacted] Complaint Yes, this was in regards to the account number ending in [redacted]. The account was applied for on 6-15-13 and approved on 6-17-13. The direct mail offers were branded with the StellarOne logo and signature; these offers are put together, reviewed, distributed, underwritten, and approved by [redacted] determines the correct course of action and StellarOne has no influence on the underwriting process. When StellarOne received this complaint, I spoke with and forwarded information to [redacted], specifically the client services department. She quickly advised me to send the complaint to them and take no further action as we are not authorized to answer on [redacted]’s behalf. [redacted]addressed the complaint with a letter stating the following: “The promotional application offer attached with the inquiry expired 4/11/2013. As the customer's application was not submitted by the promotional expiration date, they did not qualify for the offer of 10,000 bonus points. The account was opened with an offer of 2,500 bonus points which have been applied to the account. As the application did not meet the promotional expiration date we are unable to applythe additional points to the account.” I understand that this answer is not satisfactory to [redacted],however this complaint should not be pursued with StellarOne, but rather [redacted],as we have no authority to make these changes, nor did we issue the terms of the direct mail offer. I would advise that any further investigation of this matter go directly to [redacted] at the following address: Bureau of Consumer Financial Protection 1700 G Street Washington, DC 20006 Please reference the image below as evidence of the shipped complaint as well as the emails above for further information.

Review: Stellarone keeps sending forms for a credit card these are addressed to my father who passed away in 2010. I have called the number on the form and was told it would take a couple of weeks to remove that was a month ago. Now I am receiving them again in my fathers name. We have a account with this bank in my mothers name. Every thing was changed when he passed away the bank knows that he passed away because we had to turn in the death certificate in order to remove his name from the account.Desired Settlement: Just quit sending forms for a credit card to someone who has been dead for three years. They need to check there information before they send this crap out.

Business

Response:

StellarOne contacted [redacted] Financial Services (third party provider of credit card services) to prevent any further offers on behalf of StellarOne to the [redacted] family. [redacted] of [redacted] Finanical Services has removed the [redacted] family from the distribution list. They will no longer receive information on StellarOne Credit cards.

Consumer

Response:

[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.]

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,