United Bank Inc

In response to the above-referenced complaint, we have reviewed the file.In October 2016, *** *** *** *** identified outstanding titles from the dealership identified in the complaintAt that time, we began making numerous attempts to obtain the missing titles from the
dealershipEach time the lender contacted the dealership concerning the titles, he was advised that the person to whom he needed to speak was at the DMVThe lender later learned the dealership had closed and the inventory had been removed.On October 31, 2016, United contacted the ** *** *** ** *** *** area, He stated that he would contact one of the owners and have them contact the Bank.On November the lender spoke with the owner of the dealershipHe stated he had only recently become aware of what had happened at the dealership and was to meet with the local DMV officeHis goal was to obtain temporary tag registration extensions for buyers whose titles had not been received.United was provided the name of the dealership's floor plan source and the dealership owner was to meet with another financial institution to arrange for a letter of credit guarantee to be sent to the floor plan source for release of the titlesShortly after, the dealership owner would no longer accept calls from the lender.Our *** *** *** contacted the floor plan source regarding the status of the missing titlesBy late November/early December, three of the titles were receivedThe Complainant's and one other remain outstanding.In January 2017, the Complainant contacted the Bank, explaining that the car is parked and that they have no vehicleThey felt United should cancel their contract and was informed that we would not do thatWe further advised that we were working to secure the title for the vehicle.A representative of the WV DMV advised us of the process to obtain the title from the floor plan source; first step is to file a complaint, which we did on January 27, Second, we needed to send them a copy of the customer's insurance informationThe Complainant was advised of this process and informed us they had canceled their insuranceThe DMV Representative contacted Complainant and offered to write a letter to their insurance company, explaining the situation.Since the issues with the dealership came to light, United has been working diligently to resolve the issues for our borrowers who were impactedWe understand this is a difficult and frustrating situation for the borrowerHowever, there are no provisions in State law, as Complainant asserts, that void their contract with United because the dealership failed to properly transfer and record the title within a specific time.We are committed to resolving the issue with the two outstanding titles and will continue to do everything we can to ensure Complainant obtains legal title to the vehicle and that the lien is properly recorded.If you have any questions or need additional information, please contact me at ***Sincerely,*** ** ***SrVice President Consumer Lending

This letter is in response to a consumer complaint, [redacted], regarding overdraft fees. According to our records the fees were charged per Bank Policy and in accordance with the account disclosures provided to the customer. As noted below, a staff member has made multiple attempts to review our...

overdraft practices with the customer to ensure they had a clear understanding. Following account opening, the customer returned to the Bank and requested that we add the courtesy overdraft protection to their account and opted in to allow overdrafts for one­time debit card and ATM transactions in order to pay a debt they owed to another bank. At this time our account representative reviewed both programs in detail with the customer and noted that each overdraft would result in a $36.00 fee and a $5.00 per day fee would be charged if the account remained overdrawn in excess of five days. The overdraft protection program and the Regulation E Opt-In disclosures received by the customer also detail that the Bank will charge a fee for each overdraft associated with both services. We do however limit the number of overdrafts to six per business day and no fees are charged if the account is not overdrawn more than $5.00. The customer visited both our [redacted] branches regarding overdraft fees she received following the addition of the overdraft protection coverage. Again our account representative reviewed the programs with the customer in detail. The overdraft protection was then removed from the account per the customer's request. While assisting the customer the account representative also agreed to remove a total of three of the five overdraft fees bringing the account to a positive balance to assist the customer. If the customer has additional questions regarding their account, they can contact their local branch or speak to one of our customer service representatives at [redacted] If you have any questions or need additional information, please feel free to contact me at [redacted]Sincerely,[redacted]VP Compliance Officer