United bank Limited

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedI would like to take this opportunity to thank Revdex.com staff in NY for their prompt and very professional action Thanks & Regards , [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [ HI, Please read this response in attached document [redacted] keep lying and changing their position on this account Email they ask for my account information to helpAnd say they want to do a transaction of Rs to activate Then they keep emailing me/randomly calling me to help with my access They try to send me link to get me online access which doesn’t work Then they try to ask me to change my email address Then they say my account was not opened from *** Then they say I my account is not one that can get online access In Email they say I need to visit branch I opened this accountEmail they say I need my CNIC, Driving license and account information to close account Email and Email I tried to set time times to resolve issue [redacted] never got back to me confirming a time to talk In Revdex.com Response they refer to some state bank policy of deactivating account Questions a If as per Revdex.com response ; state bank policy was the reason why did they kept calling, emailing trying to help initially? b Why Revdex.com Response didn’t mention of such policy? Why it their effort to help me? c How was my account opened first when I never visited [redacted] branch? d If account is dormantHow my last remittance were paid in that account? In short [redacted] is lying and using unfair trade practices to do their business I would like Compensation of my time Written appology Online access or close this account Thanks [redacted] ] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Feb ***, sans-serif;">Dear *** [redacted] Please refer to your email of Feb [redacted] regarding a complaint filed by [redacted] , Note customer issue was highlighted and investigated since Mon, Feb *, the day he talked to [redacted] in person our back office [redacted] As per customer he was never communicated which is statement as Our Customer Service in Pakistan tried to get in touch with [redacted] , many times but couldn't reach him (Please refer To (Exhibit-I), email attachments for internal communication by our Call Center to resolve [redacted] Net Banking which is a proof that [redacted] tried it lever best to get in touch and resolve his issue but was unable to reach him every time However one of our Customer Service Agent [redacted] (Team Leader) did got hold of him on Tuesday, February **, 11:PM and was successfully to talk to the customer and helped him out in activating his Internet Banking but due to customer email problem he was unable to receive automated email for Net Banking activation on his registered email address that is [redacted] for which customer got upset and blamed [redacted] that it is an issue at their end Please refer to (Exhibit-II), One of our Back Office Representative [redacted] got in touch with customer after many attempts on [redacted] Feb 10: and apologized to customer and tried to resolve customer grievances and informed him that [redacted] is on Sick Leaves therefore our customer Service was always in touch with him but customer showed resistance and was highly unprofessional when our agent tried to help him out Also refer to (Exhibit-II) screen shots ,Since Net Banking is an automated service used by thousands of overseas customers the activation of service require customer to follow an automated email link that is sent when customer provides correct account information which is a security check as no one have access to customer email accept for customer him self Our of our bank office representative in [redacted] NY [redacted] based on the confidential personal information received by our Office helped customer out to activate his Net Banking which was successful as it is evident from screen shots attached that email was sent to customer email address but due to customer email problem or Due to some junk mail setting he enabled for his email account that is bouncing automated email sent by [redacted] secured server for which logs are also generated ,Unfortunately customer was unable to receive automated email for Net Banking activation on his registered email address that is [redacted] for which [redacted] cannot correct as it is directly related to customer email account and the relevant organization that is maintaining his email account but he kept blaming and cursing [redacted] system for this problem Our bank office representative in [redacted] NY [redacted] tried to help out customer but customer was very unprofessional and would not listen to the agent who was trying to help him as our agent requested customer to email Customer Service to change his email address to another one to resolve this issue but customer was non cooperative and did not want to go through the process and kept on requesting password on the phone that is a violation of Bank Policy since no employee can see customers passwords or sensitive information It may also be noted that since it is a matter of activation Online Banking access thefefore our system uses dual authentication system to verify customer details online and send him an automated email but for any external reason they are unable o receive the email we help customers out in changing email address upon customer email request but customer do not want to go through the process and insisted saying when you have a solution on call then call me otherwise do not waste my time Should you have any questions please feel free to contact us Yours Sincerely [redacted] [redacted]

Dear [redacted] ***, As per our telecon , I confirm that all your Transaction were released from Compliance after the requested Document (CNIC ) was received from you In our conversation we discussed the OFAC ( Office Of Foreign Asset Control Requirement ) to clear the transaction which is a mandatory piece of information, is required to perform due diligences to safe guard your interestIt is also required to verify the identity of the beneficiary as part of the compliance under the US Regulations I further apologize for any inconvenience caused to you can be rest assured that this was one time requirement , If in future there is any OFAC hit on any other beneficiary UBL might request ID to clear that transaction for the OFAC list Thanks & Regards, UBL Click N Remit United Bank Limited [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Dear Sir/Madam,
This is going on for yearsAnd lately for months without any progressSo my frustration is really high
I have exchanged phone calls and plus emailsSee attached imageIs this *** issue or just my logging to my bank account
** *** a a arrogant person even Revdex.com complaint he did not call me just as courtesyAnd had some one else called me who did same thing without any success
There are following lies in *** response
a** *** *** in person our back office ***
I never met him in person
bdue to customer email problem
My email is working fineI emailed them from that emailI did recieve a link once that did not work
c** *** *** is on Sick Leaves
I think this is made lie as he didn't get back to me as no one ever told me he is on leave when I requested itThey just said he is busy
dcustomer was very unprofessional and would not listen to the agent who was trying to help him as our agent requested customer to email Customer Service to change his email address to another one to resolve this issue but customer was non cooperative
I am EXTEMELY frustrated and sick and tired of going through all these step multiple time in vainWith all my unwillingness I still followed what ** *** told me to do on Feb **But it didn'tIt seems all people in *** have no clue about their application
*** Customer service on other end is extremely rude and unprofessionalIn the exibit please see my email where I clearly specified to set time to resolve this issue(Actually multiple times)*** never setup that timeJust random calls
eExibit 2 email was sent
It was never received at my end
*** lied to me when they told me I will have online access to my accountI demand
Compensation for my time
Online Access or closure to this account as it was opened from *** *** lies here again saying it was opened in Pakistan
Thanks,
-***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I just wanted to let you know that issue is not completely resolveAlthough, UBL Bank Manager called me next day and assured me that all transaction would be processed next dayHowever issue is still here.They did processed transactions but one transaction is still not delivered yet
I did not want to jump into conclusion to make rebuttal of UBL's reply on your website, considering that they were working on my caseHowever now I have realized that again my case is being handled with very less care
Now, UBL bank branch, in destination country, is blaming courier service for losing checkThey are not taking action to cancel the lost check, and reissue a new one to my beneficiary
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thanks for your email and we appreciate your business
Note for transaction reference no *** - The check was delivered to customer beneficiary's address on 5/*/through TCS *** and also acknowledged by beneficiary
For transaction reference no *** - Transaction was already informed that its a Federal law and the transaction require further documentation which is Govt ID of beneficiary to release the transaction but as per customer email he sent us instruction to cancel the transaction as he can not provide ID copy and requested to proceed with the other transaction whose status is below
Reference No.:*** - Transaction is in Pakistan and in transit to Beneficiary account
Reference No.:*** - Transaction is in Pakistan and in transit to Beneficiary account
Reference No.:*** - Transaction is in Pakistan and in transit to Beneficiary account
Reference No.: *** - Transaction is in Pakistan and in transit to Beneficiary account
We also send the customer Department Of treasury link for his satisfaction
Note as per US banking law every transaction leaving US need to go through a security check , the Check is on the name whose watch list keep getting updated every day which results in possible match of remitter/Beneficiary name with the OFAC watch list
You may visit *** for more information
The documents requested is a mandatory piece of information, is required to perform due diligences to safe guard your interestIt is also required to verify the identity of the beneficiary as part of the compliance under the US Regulations.
Please find below remitter confirmation emails which he sent on Monday, May **, 11:AM as a proof that he exchanged him self from which it is evident that the Bank has provided him full customer service and expedited his transactions as per his request
Customer Service
UBL Click N Remit
-***
*** *** *** ***
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Feb ***,
Dear *** ***
Please refer to your email of Feb ***
regarding a complaint filed by ** *** ***,
Please find Bank response In BLUE
1.
Email
1 they ask
for my account information to helpAnd say they want to do a transaction of Rs
to activate
Note customer is confusing Net
Banking activation with Account dormancy, Above mentioned declaration is a part
of documentation required to make one physical credit and debit transaction at
*** Branch in Pakistan for Customer account t remove dormancy.( Please refer to Exhibit I)
2.
Then they keep emailing me/randomly calling me to help with my
access
Since customer from begging
requested help to activate his Net Banking therefore our *** Net Banking Customer
Service was calling customer every day for guidanceNote customer firstly claimed
that he never revived a call from *** ** now he is admitting that *** kept
calling him.( Please refer To customer 1st Complaint where he
clearly said that no one called him for help) While we have showed enough
evidence that proved that customer was being in contact from day one of his
complaint
3.
They try to send me link to get me online access which doesn't work
Net Banking Customer service
successfully helped customer to initiate Automated Net Banking activation link when
customer provided correct account information himself by filling automated online
form but did not work as account is dormant which does not allow the link to
activate net banking service as per Dormant account policy
4.
Then they try to ask me to change my email address
Note customer from day one (Please refer to Our 1st Reply ) has been calming that he never got an automated email therefore
our Customer Service did innate a call to change customer email address so that
customer can get the activation link on his new email , but reality check
customer was deceiving *** Net Banking dept and kept saying he never received the
activation link due to which customer service kept acting on his complaint
5.
Then they say my account was not opened from ***
Note customer is again getting confused,
*** branch never opened bank accounts as
we are not FDIC insured and neither we
are a retail branch in USA and it is also mentioned on our website however as
per records as a courtesy and to promote *** account in Pakistan one of our ***
X Employee helped customer open a bank account in *** Pakistan from USA when he
visited *** ** branch in the past and same
was informed to customer that no operation can be done from *** ** branch ,
*** branch only provide support to overseas people who are interested open bank account in Pakistan from USA but do
not have a** link or access to those account being maintained in *** Pakistan
6.
Then they say I my account is not one that can get online access
We have thoroughly investigated our
Phone records and it was evident from the phone records that at no point ***
said that customer account is not Net Banking computable, it is clearly written
on our corporate website that whoever maintains a *** account and qualifies for
minimum requirement they can register themselves on our Net Banking service
7.
In Email
2 they say I need to visit branch I opened this account. Email 3 they say
I need my CNIC, Driving license and account information to close account
please refer to our previous email customer is confused, refer to attached Exibit where
customer has been provided a copy of the State Bank of Pakistan dormant account
policy and documentation required getting the dormancy removed from the account
or if customer wish to close the account what are the documents required as per
Bank Policy
8.
Email and Email I tried to set time times to resolve issue
*** never got back to me confirming a time to talk
Note this statement is not true please
refer to Exhibit our previous internal email shared
with Revdex.com which shows with screen shots as proof that our customer service
called him on same time but customer was not available and also left a voice mail
refer to Exhibit 1 our previous internal email customer
has a brief conversation with one of our representative Exhibit from *** ** who also helped him out in successfully creating an
activation link for net banking but did not work as customer account is dormant
at *** Branch in Pakistan
9.
In Revdex.com Response they refer to some state bank policy of
deactivating account
Please refer to Exihibit 1, ***
never communicated State Bank policy to deactivate the account, (Please Refer
to Exhibit 2) customer need to go through the email again as ot tells the
customer how to activate the account by completing requirement set by State
Bank Of Pakistan for all Banks to follow
If as per Revdex.com response
; state bank policy was the reason why did they kept calling, emailing trying
to help initially?
Note customer is confusing two separate
services as Dormancy of the account is directly related on the activation of *** Online Banking , If
account is marked dormant / Inactive due to non-usage that all other functions
of the account are automatically disabled for e.g Net Banking ,ATM Card etc
Customer claim why he was being
helped and not informed earlier of the dormancy, that is because only *** Branch
where customer maintains account has dormancy records and all other sensitive information
regarding customer account which is a part of Banking Operations .Due to this level
of sensitivity no *** employees can’s access or see customer account information
except for customer himself and that also when he personally visit the branch with
his valid ID’s
Since customer
kept complaining about his net banking service activation for which he was
provided help from Net Banking Customer Service department who also confirmed
that email for activation has been sent on customer registered email and
customer also acknowledged which he kept de**ing that he never received the
email however the link did not work as his account is dormant from Branch end
However as per State Bank Law that overseas customers who wish to activate
there accounts can visit there *** overseas corresponding branches or *** *** to get there declarations and documents attested by the officer and Branch
will mail the original documents upon proper verification to customer
respective branch In Pakistan where customer holds the account and notify him
once account is activated
c. How was my account
opened first when I never visited *** *** branch?
Note customer is again getting confused,
*** branch do not open bank as we are not FDIC insured and neither we are a
retail branch ,s however as per records one of our *** X Employee helped
customer open a bank account in *** Pakistan from USA when he visited *** ** branch in the past and same was
informed to customer that no operation can be done from *** ** branch , *** branch
only provide support to overseas people who are interested t open bank account
in Pakistan from USA
d. If account is dormantHow
my last remittance were paid in that account?
In short *** is lying and using unfair trade practices to do their
business
Please refer to the below link p***ished by State Bank for Credit
Policy in Dormant Account
***
“The State Bank of Pakistan
(SBP) on Wednesday advised banks and development finance institutions (DFIs) to
allow credit entries in those accounts, which are either dormant as per the
bank’s own policy or an attested copy of account holder’s computerized national
identity card (CNIC) is not available."
Note that *** ** is offering white
labeled products to its customers and provide full support upon proper documentation,
We also confirm that we are fully in compliance with US Banking Laws and Federal
Laws in effect, One can visit our *** *** *** Branch website at *** to read the disclaimers for
compliance to US Patriot Act
We still would like to extend our Help
to ** *** *** as he is one of your valued
customer and request him to provide the necessary documentation along with
the mandatory requirements for *** to
mail the documents to *** Pakistan Branch and get his account activated
Should you have
any questions please feel free to contact us
Yours Sincerely
*** ***
*** ***
*** *** * ***
*** *** ***
** *** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***

Feb [redacted], 2014
sans-serif;">Dear
[redacted] 
Please refer to your
email of Feb [redacted] . 2014 regarding a complaint filed by [redacted], 
Note customer issue was
highlighted and investigated since Mon, Feb *, 2014 the day he talked to
[redacted] in person our back office [redacted] 
As per customer he was never communicated which is false statement
as Our Customer Service in Pakistan tried  to get in touch
with [redacted], many times but couldn't reach him (Please
refer To (Exhibit-I), email attachments for
internal communication by our Call Center to
resolve [redacted] Net Banking which is a proof that [redacted] tried it
lever best to get in touch and resolve his issue but was unable
to reach him every time 
However  one of our
Customer Service Agent [redacted] (Team Leader) did got hold of him
on Tuesday, February **, 2014 11:42 PM and was successfully to
talk to the customer and helped him out in activating his Internet
Banking but due to customer email problem he was unable
to receive automated email for Net Banking activation on his
registered email address that is [redacted] for
which customer got upset and blamed [redacted] that it is an issue at their end 
Please refer to
(Exhibit-II), One of our Back Office Representative [redacted] got in touch with
customer after many attempts on [redacted] Feb 2014
10:15  and apologized to customer and tried to resolve
customer grievances and informed him that [redacted] is on
Sick Leaves therefore our customer Service was always in touch with
him but customer showed resistance and was highly unprofessional when our
agent tried to help him out
Also refer to  (Exhibit-II) screen shots ,Since Net
Banking is an automated service used by thousands of overseas customers the
activation of service require customer to follow an automated email
link that is sent when customer provides correct account information
which is a security check as no one have access to customer email accept for
customer him self 
Our of our bank office representative in [redacted] NY [redacted] based on
the confidential personal information received by our Office
helped customer out to activate his Net Banking which
was successful as it is evident from screen shots attached that
email was sent to customer email address but due to customer email problem
or Due to some junk mail setting he enabled for his email account that is
bouncing automated email sent by [redacted] secured server for which logs are also
generated  ,Unfortunately customer was unable
to receive automated email for Net Banking activation on his
registered email address that is [redacted] for
which [redacted] cannot correct as it is directly related to customer email account and
the relevant organization that is maintaining his email account but he kept
blaming and cursing [redacted] system for this problem.
Our bank office
representative in [redacted] NY [redacted] tried to help out customer but customer was
very unprofessional and would not listen to the agent who
was trying to help him as our agent requested customer to email
Customer Service to change his email address to another one to resolve
 this issue but customer was non cooperative and did not want to
go through the process and kept on requesting password on the phone that is a
violation of Bank Policy since no employee can see customers passwords or
sensitive information 
It may also be noted that since it is a matter of activation
Online Banking access thefefore our system uses dual authentication system to
verify customer details online and send him an automated email but for any
external reason they are unable o receive the email we help customers out in
changing email address upon customer email request but customer do not want to
go through the process and insisted saying when you have a solution on call
then call me otherwise do not waste my time
Should you have any questions please feel free to contact us.
Yours Sincerely
 [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would like to take this opportunity to thank Revdex.com staff in NY for their prompt and very professional action. 
Thanks & Regards
,
[redacted]

Dear [redacted],
As per our telecon , I confirm that all your Transaction were released from Compliance after  the requested Document (CNIC ) was received from you 
In our conversation we discussed the OFAC ( Office Of Foreign Asset Control Requirement ) to clear...

the transaction which  is a mandatory piece of information, is required to perform due diligences to safe guard your interest. It is also required to verify the identity of the beneficiary  as part of the compliance under the US Regulations. 
 I further apologize for any inconvenience caused to  you can be rest assured that this was one time requirement , If in future there is any OFAC hit on any other beneficiary UBL might request ID to clear  that transaction for the OFAC list
Thanks & Regards,
UBL Click N Remit
United Bank Limited
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[
HI,
Please read this response in attached document.
[redacted] keep lying and changing their position on this
account
1.      
Email
1 they ask for my account information to help. And say they want to do
a transaction of Rs 1  to activate.
2.      
Then they keep emailing me/randomly calling me
to help with my access.
3.      
They try to send me link to get me online access
which doesn’t work.
4.      
Then they try to ask me to change my email
address.
5.      
Then they say my account was not opened from
[redacted].
6.      
Then they say I my account is not one that can
get online access.
7.      
In Email
2 they say I need to visit branch I opened this account. Email 3 they say I need my CNIC,
Driving license and account information to close account.
8.      
Email 4 and Email 5 I tried to set time 2 times
to resolve issue. [redacted] never got back to me confirming a time to talk.
9.      
In Revdex.com Response 2 they refer to some state bank
policy of deactivating account.
10.  
Questions
a.      
If as per Revdex.com response 2 ; state bank policy was
the reason why did they kept calling, emailing trying to help initially?
b.     
Why Revdex.com Response 1 didn’t mention of such policy?
Why it their effort to help me?
c.      
How was my account opened first when I never
visited [redacted] branch?
d.     
If account is dormant. How my last 2 remittance
were paid in that account?
                In
short [redacted] is lying and using unfair trade practices to do their business.
I would like
1.       1. Compensation of my time
22   2. Written appology
2.      3.  Online access or close this account.
Thanks
[redacted]
[redacted]
]
 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I am using this bank to transfer small amount of funds (ranging $200 to $400) to some overseas outsource contractual employees in Pakistan. I have accounts with this bank for more than 5 years.

I created some transactions online on April *, 2014. On April *, 2014 I got email from the bank, asking me to provide my driving license number so that my profile can be approved with US Treasury. I was surprised because that was the information I had already supplied 5 years ago. Anyhow I called customer service to confirm if email was from them. Once customer service rep confirmed, I sent copy of my DL by responding to the same email. Afterward, I started receiving several emails asking for copy of my driving license. I replied to almost all of those emails to inform that same had been sent on April *, 2014. On April **, 2014, I called bank to talk to customer service. The representative ( was a male who said his name is [redacted], I am not sure if it is real or not) told me that I need to send copy of my DL again as earlier copy of my driving license was used to update my profile. Now they need another copy of my DL so that they can release my transactions. On such bogus explanation I refused to send again my copy of DL, and argued that if my profile is updated with my driving license then I do not need to sent it again. Upon this he asked me to wait, and then called hang up and causing me to concerned more. I tried several time to call back, but I never got any live person.

From that point on, my emails were never responded by bank; any phone call ended up to an answering machines ; any message left by me, off courses never answered back. When I tried to call from a different number to trick caller id, I always got the same guy. I never was able to pass him or talk to any supervisor.

At this point I am very concerned about safety of my vital information with bank; disappointed with customer service and their unresponsiveness and not to mention delayed in sending payment to destination.

Reference No.:

Reference No.:

UB140407557783

Reference No.:

Reference No.[redacted] Reference No.[redacted]Desired Settlement: I would like to talk to a real Branch Manager of the bank, who can explain this strange behavior, rectify delayed service, and offer apology from his side..

Business

Response:

Dear [redacted],

As per our telecon , I confirm that all your Transaction were released from Compliance after the requested Document (CNIC ) was received from you

In our conversation we discussed the OFAC ( Office Of Foreign Asset Control Requirement ) to clear the transaction which is a mandatory piece of information, is required to perform due diligences to safe guard your interest. It is also required to verify the identity of the beneficiary as part of the compliance under the US Regulations.

I further apologize for any inconvenience caused to you can be rest assured that this was one time requirement , If in future there is any OFAC hit on any other beneficiary UBL might request ID to clear that transaction for the OFAC list

Thanks & Regards,

UBL Click N Remit

United Bank Limited

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I just wanted to let you know that issue is not completely resolve. Although, UBL Bank Manager called me next day and assured me that all transaction would be processed next day. However issue is still here.They did processed transactions but one transaction is still not delivered yet.

I did not want to jump into conclusion to make rebuttal of UBL's reply on your website, considering that they were working on my case. However now I have realized that again my case is being handled with very less care.

Now, UBL bank branch, in destination country, is blaming courier service for losing check. They are not taking action to cancel the lost check, and reissue a new one to my beneficiary.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thanks for your email and we appreciate your business.

Note for transaction reference no [redacted] - The check was delivered to customer beneficiary's address on 5/*/2014 through TCS [redacted] and also acknowledged by beneficiary.

For transaction reference no [redacted] - Transaction was already informed that its a Federal law and the transaction require further documentation which is Govt ID of beneficiary to release the transaction but as per customer email he sent us instruction to cancel the transaction as he can not provide ID copy and requested to proceed with the other transaction whose status is below

Reference No.:[redacted] - Transaction is in Pakistan and in transit to Beneficiary account

Reference No.:[redacted] - Transaction is in Pakistan and in transit to Beneficiary account

Reference No.:[redacted] - Transaction is in Pakistan and in transit to Beneficiary account

Reference No.: [redacted] - Transaction is in Pakistan and in transit to Beneficiary account

We also send the customer Department Of treasury link for his satisfaction

Note as per US banking law every transaction leaving US need to go through a security check , the Check is on the name whose watch list keep getting updated every day which results in possible match of remitter/Beneficiary name with the OFAC watch list

You may visit [redacted] for more information

The documents requested is a mandatory piece of information, is required to perform due diligences to safe guard your interest. It is also required to verify the identity of the beneficiary as part of the compliance under the US Regulations.

Please find below remitter confirmation emails which he sent on Monday, May **, 2014 11:10 AM as a proof that he exchanged him self from which it is evident that the Bank has provided him full customer service and expedited his transactions as per his request

Customer Service

UBL Click N Remit

-[redacted]

[redacted]

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would like to take this opportunity to thank Revdex.com staff in NY for their prompt and very professional action.

Thanks & Regards

,

Review: I was contacted by [redacted] of [redacted] to use their [redacted] branch "Click and Remit Service" to send Money to Pakistan. As a condition to use service I requested [redacted] to help me open a Bank account in Pakistan and get me online access to it.

He did so and I had online access to the account. [redacted] was great person and while he was working he was very helpful.

For past few weeks have requested [redacted] to help me get online access to my account and reminded that it was condition for me using the service. They are not only unable to help but also current [redacted] has intentionally avoided to talk to me. This is unacceptable.

I have sent countless emails and many phone calls without any luck. This is almost false advertizing, unfair trade practive and misrepresentation of fact.

Most amazing thing in this all process is that [redacted]) refused to not only not help me but also talk to me on phone. Even when I requested information on closing account.

I appreciate if you intervene and help.

Thanks,

###-###-####Desired Settlement: Following

1. Bank Apologizes for misrepresenting facts and [redacted] not contacting me

2. Work with me to provide online access to my Bank Account that was opened from [redacted] Branch.

3. Provide compensation for my efforts to resolve this.

Business

Response:

Feb [redacted], 2014

Dear

Please refer to your

email of Feb [redacted] . 2014 regarding a complaint filed by [redacted],

Note customer issue was

highlighted and investigated since Mon, Feb *, 2014 the day he talked to

[redacted] in person our back office [redacted]

As per customer he was never communicated which is false statement

as Our Customer Service in Pakistan tried to get in touch

with [redacted], many times but couldn't reach him (Please

refer To (Exhibit-I), email attachments for

internal communication by our Call Center to

resolve [redacted] Net Banking which is a proof that [redacted] tried it

lever best to get in touch and resolve his issue but was unable

to reach him every time

However one of our

Customer Service Agent [redacted] (Team Leader) did got hold of him

on Tuesday, February **, 2014 11:42 PM and was successfully to

talk to the customer and helped him out in activating his Internet

Banking but due to customer email problem he was unable

to receive automated email for Net Banking activation on his

registered email address that is [redacted] for

which customer got upset and blamed [redacted] that it is an issue at their end

Please refer to

(Exhibit-II), One of our Back Office Representative [redacted] got in touch with

customer after many attempts on [redacted] Feb 2014

10:15 and apologized to customer and tried to resolve

customer grievances and informed him that [redacted] is on

Sick Leaves therefore our customer Service was always in touch with

him but customer showed resistance and was highly unprofessional when our

agent tried to help him out

Also refer to (Exhibit-II) screen shots ,Since Net

Banking is an automated service used by thousands of overseas customers the

activation of service require customer to follow an automated email

link that is sent when customer provides correct account information

which is a security check as no one have access to customer email accept for

customer him self

Our of our bank office representative in [redacted] NY [redacted] based on

the confidential personal information received by our Office

helped customer out to activate his Net Banking which

was successful as it is evident from screen shots attached that

email was sent to customer email address but due to customer email problem

or Due to some junk mail setting he enabled for his email account that is

bouncing automated email sent by [redacted] secured server for which logs are also

generated ,Unfortunately customer was unable

to receive automated email for Net Banking activation on his

registered email address that is [redacted] for

which [redacted] cannot correct as it is directly related to customer email account and

the relevant organization that is maintaining his email account but he kept

blaming and cursing [redacted] system for this problem.

Our bank office

representative in [redacted] NY [redacted] tried to help out customer but customer was

very unprofessional and would not listen to the agent who

was trying to help him as our agent requested customer to email

Customer Service to change his email address to another one to resolve

this issue but customer was non cooperative and did not want to

go through the process and kept on requesting password on the phone that is a

violation of Bank Policy since no employee can see customers passwords or

sensitive information

It may also be noted that since it is a matter of activation

Online Banking access thefefore our system uses dual authentication system to

verify customer details online and send him an automated email but for any

external reason they are unable o receive the email we help customers out in

changing email address upon customer email request but customer do not want to

go through the process and insisted saying when you have a solution on call

then call me otherwise do not waste my time

Should you have any questions please feel free to contact us.

Yours Sincerely

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Dear Sir/Madam,

This is going on for 2 years. And lately for 2 months without any progress. So my frustration is really high.

1. I have exchanged 10 phone calls and 50 plus emails. See attached image. Is this [redacted] issue or just my logging to my bank account.

2. [redacted] a a arrogant person even Revdex.com complaint he did not call me just as courtesy. And had some one else called me who did same thing without any success.

3. There are following lies in [redacted] response.

a. [redacted] in person our back office [redacted]

I never met him in person

b. due to customer email problem

My email is working fine. I emailed them from that email. I did recieve a link once that did not work.

c. [redacted] is on Sick Leaves

I think this is made lie as he didn't get back to me as no one ever told me he is on leave when I requested it. They just said he is busy.

d. customer was very unprofessional and would not listen to the agent who was trying to help him as our agent requested customer to email Customer Service to change his email address to another one to resolve this issue but customer was non cooperative

I am EXTEMELY frustrated and sick and tired of going through all these step multiple time in vain. With all my unwillingness I still followed what [redacted] told me to do on Feb **. But it didn't. It seems all people in [redacted] have no clue about their application.

[redacted] Customer service on other end is extremely rude and unprofessional. In the exibit 2 please see my email where I clearly specified to set time to resolve this issue(Actually multiple times). [redacted] never setup that time. Just random calls.

e. Exibit 2 email was sent

It was never received at my end.

[redacted] lied to me when they told me I will have online access to my account. I demand

1. Compensation for my time.

2. Online Access or closure to this account as it was opened from [redacted]. [redacted] lies here again saying it was opened in Pakistan.

Thanks,

-[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[

HI,

Please read this response in attached document.

[redacted] keep lying and changing their position on this

account

1.

Email

1 they ask for my account information to help. And say they want to do

a transaction of Rs 1 to activate.

2.

Then they keep emailing me/randomly calling me

to help with my access.

3.

They try to send me link to get me online access

which doesn’t work.

4.

Then they try to ask me to change my email

address.

5.

Then they say my account was not opened from

[redacted].

6.

Then they say I my account is not one that can

get online access.

7.

In Email

2 they say I need to visit branch I opened this account. Email 3 they say I need my CNIC,

Driving license and account information to close account.

8.

Email 4 and Email 5 I tried to set time 2 times

to resolve issue. [redacted] never got back to me confirming a time to talk.

9.

In Revdex.com Response 2 they refer to some state bank

policy of deactivating account.

10.

Questions

a.

If as per Revdex.com response 2 ; state bank policy was

the reason why did they kept calling, emailing trying to help initially?

b.

Why Revdex.com Response 1 didn’t mention of such policy?

Why it their effort to help me?

c.

How was my account opened first when I never

visited [redacted] branch?

d.

If account is dormant. How my last 2 remittance

were paid in that account?

In

short [redacted] is lying and using unfair trade practices to do their business.

I would like

1. 1. Compensation of my time

22 2. Written appology

2. 3. Online access or close this account.

Thanks

Review: I sent money to my family in Pakistan through United Bank Limited New York Branch through their website [redacted] Money Sent: USD 620.50 Transaction Date: Aug ** 2013 10:30PM Reference No.: [redacted] Money to be received in Pakistan in Pakistan Rupee as per exchange rate of August [redacted] 2013: PKR 62,918.70 I have confirmation email from bank that PKR 62,918.70 will be deposited in account in Pakistan. But, when they deposited money in Pakistan, they did not deposit the amount as confirmed to me by email, instead they reduced the amount by PKR 2,885.32 and final amount deposited as PKR 60,033.38 and my online account tells the same as they deposited PKR 60,033.38 instead of PKR 62,918.70 I contacted the bank through email asking why they deposited less amount and not the amount which was confirmed so they replied to me that "they deducted fee from my family's account that's why they didn't deposit the full amount". which is completely not understandable because they money I sent to my family should get to their account first before they charge their account any fee but it just looks like the lame excuse to me to hide their incompetency. I have again sent them not asking who authorized them to deduct any fee from the money I sent to my family and not from their account, this money should get their account as in full as confirmed. My online account at [redacted] also shows PKR 60,033.38 instead of PKR 62,918.70Desired Settlement: I want United Bank Limited to deposit the confirmed amount in my family's account as per the exchange rate of August [redacted] 2013 which becomes PKR 62,918.70

Business

Response:

Please refer to your letter of Sep [redacted], 2013 regarding a complaint filed by [redacted], users of our web based remittance service UBL Click N Remit.

Kindly note that we have thoroughly investigated the subject issue with the help of our software vendor whose services are hired for providing the IT Platform for our home remittance product UBL Click N Remit.

Our investigation revealed that cause of this isolated case was a system update. Using system's feature, [redacted] had scheduled this remittance Ref # UBl [redacted] on June **, 2013 for executing it in future date of August **, 2013. At the time (June [redacted], 2013) when this transaction was scheduled, system picked up the then offered Exchange Rate of 96.75 0. However, on August [redacted], 2013 when this scheduled transaction was executed, due to the system glitch, old exchange rate of 96.750 was applied Instead the latest exchange rate of 101 .40. This was an unforeseen error and the system bug has since been fixed.

We have contacted the remitter and provided him with the full details of this unanticipated situation and amicably resolved this issue.

Please feel free to contact us if you have any further questions or concerns regarding this issue.

Should you have any questions please feel free to contact us.

Sincerely, [redacted]