united bank September 6, 2017Revdex.com SENT VIA FAX, US MAIL AND E-MAILAttn: [redacted] ***E4th, Suite 600Cincinnati, OH RE: Customer Complaint # [redacted] Dear [redacted] ***:I am writing on behalf of United Bank & Capital Trust Company (“United” or "Bank”) and in regards to Customer Complaint # [redacted] Specifically, this letter is a response to the most recent concerns of the customer, received by the Bank via email on September 1, We appreciate, once again, being given the opportunity to respond to the customer's concerns.United has done everything within its power to attempt to resolve the customer's complaint, short of admitting that the customer's daughter's identity was "compromised.” However, United will not admit to something that did not occurUnited has taken and has offered to take more remedial action than any bank typically wouldUnited is sympathetic to the concerns of the customer and would very much like to resolve this situationUnfortunately, in a service related industry, you encounter situations where you simply cannot appease a customerThis is one such situation.United never denied that copies of the identification documents were madeRather, the Branch Manager was unsure about what he did, or did not doUnited was not in a position to admit or deny that copies were made until such time as the copies were locatedUnited will happily produce copies of the documents that were located, however the Bank is concerned that doing so will ultimately not change the customer's opinion of this situation.Please call me if you wish to discuss this matter and we look forward to the resolution of this ComplaintSincerely, S [redacted] N [redacted] SVP, General Counsel & Chief Compliance Officer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]First the bank denied that the first set of copies were made Now the story is that they found them Nobody told me I didn't hear the story that the copies were found until the bank responded to the FDIC I haven't seen the copies that they supposedly found.There were two copies of my daughter's social security card made, and two copies of her school ID made They refused to admit to that I told them if they find the first set of copies that were lost to call me and I would come get them Clay H [redacted] and Lisbon H [redacted] were both told verbally, to let me know if they were found It is also in an email that I wanted to be notified if they found themI don't believe them I think they are covering up their mistake I did call the police.I left my accounts open in hopes that if they found the copies and call me to come get them[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Anyone that wants to believe the United Bank of Kentucky's version is free to do so Regards, [redacted]
united bankAugust 4, 2017Revdex.com SENT VIA FAX and US MAILAttn: *** ***E4th, Suite 600Cincinnati, OH RE: Customer Complaint #***Dear *** ***:I am writing on behalf of United Bank & Capital Trust Company (“United' or “Bank”) and in regards to Customer Complaint
#***, which was received by the Bank on August 3, Please direct any future correspondence regarding this matter to my attentionWe appreciate being given the opportunity to respond to the customers ComplaintFor the reasons set forth herein below, we believe you will find that the customers Complaint is without merit.While United generally agrees with the narrative of facts set forth in the customer's letter, United strongly denies it has attempted to “cover up what happened regarding the account for the customer and her minor daughterThe customer did open an account with her minor daughter and she was assisted in this task by a former United employee (the former employee')Apparently the former employee made both a paper copy and a Scanned copy of the Social security card and school ID of the minor daughterThe former employee subsequently misplaced those items within the BankThe former employee contacted the customer to obtain that information and left a message indicating that he had “lost it and needed to obtain the appropriate information again to document the fileThe customer contacted the former employee and was extremely upset that the information provided to the former employee was "lost.” The customer subsequently spoke to the Region Retail Manager, and ultimately spoke with the SVP in charge of Retail Delivery and Remote BankingIn the conversation with bank personnel, the customer began threatening to call the police unless United issued a letter stating that it had "compromised the minor daughter's identityThe customer was unable to explain which law was violated by the former employee misplacing the identification documents within the four walls of the Bank branchRegardless, the customer continued to inform Bank staff that unless the letter was sent by a certain date and time, the police would be alertedIn an effort to address the customer's concerns, an employee did write a letter and provided it to the customer (see attached letter) and apologized for the incidentHowever, there was no evidence that the security of the minor daughter's identity was "compromised.” To the contrary, the scanned copy of the identification documents were later located in a folder on the former employee's computer during the timeframe of the multiple conversations with the customerThe paper copies were located in an unrelated file in the former employees office afew days after the date of the account opening and just prior to the former employees separation from our Bank.The Bank maintains that the identification documents were never “lost", but rather they were simply misplaced within the Bank branchHowever, in the interest of trying to resolve this issue to the customers satisfaction, the Bank offered to purchase one year of identity theft protection for the daughter (see attached letter previously referenced)The Bank even went so far as to offer to assist in moving the account to another institution because of the customers negative feelings toward the Bank and the former employee.United is disappointed that this incident occurred and that a former employee handled the matter in the way he didWe have apologized and offered resources (identity theft monitoring reimbursement, assistance in moving the accounts if desired, etc...)However, the fact remains, United did not “compromise' the customer's daughter's identityThe Bank does not believe it should be forced to admit liability for something it did not do.Finally, we think it is important to note that as of the date of the writing of this letter, the customer still has deposit accounts at the Bank inclusive of the one that was opened jointly with her daughter.Please call me if you wish to discuss this matter and we look forward to the resolution of this Complaint.Sincerely,S*** N***SVP, General Counsel & Chief Compliance Officer
united bank September 6, 2017Revdex.com SENT VIA FAX, US MAIL AND E-MAILAttn: [redacted]1 E. 4th, Suite 600Cincinnati, OH 45202 RE: Customer Complaint #[redacted] Dear [redacted]:I am writing on behalf of United Bank & Capital Trust Company (“United” or "Bank”) and in regards to Customer Complaint #[redacted]. Specifically, this letter is a response to the most recent concerns of the customer, received by the Bank via email on September 1, 2017. We appreciate, once again, being given the opportunity to respond to the customer's concerns.United has done everything within its power to attempt to resolve the customer's complaint, short of admitting that the customer's daughter's identity was "compromised.” However, United will not admit to something that did not occur. United has taken and has offered to take more remedial action than any bank typically would. United is sympathetic to the concerns of the customer and would very much like to resolve this situation. Unfortunately, in a service related industry, you encounter situations where you simply cannot appease a customer. This is one such situation.United never denied that copies of the identification documents were made. Rather, the Branch Manager was unsure about what he did, or did not do. United was not in a position to admit or deny that copies were made until such time as the copies were located. United will happily produce copies of the documents that were located, however the Bank is concerned that doing so will ultimately not change the customer's opinion of this situation.Please call me if you wish to discuss this matter and we look forward to the resolution of this Complaint. Sincerely, S. [redacted] N[redacted] SVP, General Counsel & Chief Compliance Officer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]First the bank denied that the first set of copies were made. Now the story is that they found them. Nobody told me. I didn't hear the story that the copies were found until the bank responded to the FDIC. I haven't seen the copies that they supposedly found.There were two copies of my daughter's social security card made, and two copies of her school ID made. They refused to admit to that. I told them if they find the first set of copies that were lost to call me and I would come get them. Clay H[redacted] and Lisbon H[redacted] were both told verbally, to let me know if they were found. It is also in an email that I wanted to be notified if they found them. I don't believe them. I think they are covering up their mistake. I did call the police.I left my accounts open in hopes that if they found the copies and call me to come get them.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Anyone that wants to believe the United Bank of Kentucky's version is free to do so.
Regards,
[redacted]
united bank September 6, 2017Revdex.com SENT VIA FAX, US MAIL AND E-MAILAttn: [redacted] ***E4th, Suite 600Cincinnati, OH RE: Customer Complaint # [redacted] Dear [redacted] ***:I am writing on behalf of United Bank & Capital Trust Company (“United” or "Bank”) and in regards to Customer Complaint # [redacted] Specifically, this letter is a response to the most recent concerns of the customer, received by the Bank via email on September 1, We appreciate, once again, being given the opportunity to respond to the customer's concerns.United has done everything within its power to attempt to resolve the customer's complaint, short of admitting that the customer's daughter's identity was "compromised.” However, United will not admit to something that did not occurUnited has taken and has offered to take more remedial action than any bank typically wouldUnited is sympathetic to the concerns of the customer and would very much like to resolve this situationUnfortunately, in a service related industry, you encounter situations where you simply cannot appease a customerThis is one such situation.United never denied that copies of the identification documents were madeRather, the Branch Manager was unsure about what he did, or did not doUnited was not in a position to admit or deny that copies were made until such time as the copies were locatedUnited will happily produce copies of the documents that were located, however the Bank is concerned that doing so will ultimately not change the customer's opinion of this situation.Please call me if you wish to discuss this matter and we look forward to the resolution of this ComplaintSincerely, S [redacted] N [redacted] SVP, General Counsel & Chief Compliance Officer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]First the bank denied that the first set of copies were made Now the story is that they found them Nobody told me I didn't hear the story that the copies were found until the bank responded to the FDIC I haven't seen the copies that they supposedly found.There were two copies of my daughter's social security card made, and two copies of her school ID made They refused to admit to that I told them if they find the first set of copies that were lost to call me and I would come get them Clay H [redacted] and Lisbon H [redacted] were both told verbally, to let me know if they were found It is also in an email that I wanted to be notified if they found themI don't believe them I think they are covering up their mistake I did call the police.I left my accounts open in hopes that if they found the copies and call me to come get them[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Anyone that wants to believe the United Bank of Kentucky's version is free to do so Regards, [redacted]
united bankAugust 4, 2017Revdex.com SENT VIA FAX and US MAILAttn: *** ***E4th, Suite 600Cincinnati, OH RE: Customer Complaint #***Dear *** ***:I am writing on behalf of United Bank & Capital Trust Company (“United' or “Bank”) and in regards to Customer Complaint
#***, which was received by the Bank on August 3, Please direct any future correspondence regarding this matter to my attentionWe appreciate being given the opportunity to respond to the customers ComplaintFor the reasons set forth herein below, we believe you will find that the customers Complaint is without merit.While United generally agrees with the narrative of facts set forth in the customer's letter, United strongly denies it has attempted to “cover up what happened regarding the account for the customer and her minor daughterThe customer did open an account with her minor daughter and she was assisted in this task by a former United employee (the former employee')Apparently the former employee made both a paper copy and a Scanned copy of the Social security card and school ID of the minor daughterThe former employee subsequently misplaced those items within the BankThe former employee contacted the customer to obtain that information and left a message indicating that he had “lost it and needed to obtain the appropriate information again to document the fileThe customer contacted the former employee and was extremely upset that the information provided to the former employee was "lost.” The customer subsequently spoke to the Region Retail Manager, and ultimately spoke with the SVP in charge of Retail Delivery and Remote BankingIn the conversation with bank personnel, the customer began threatening to call the police unless United issued a letter stating that it had "compromised the minor daughter's identityThe customer was unable to explain which law was violated by the former employee misplacing the identification documents within the four walls of the Bank branchRegardless, the customer continued to inform Bank staff that unless the letter was sent by a certain date and time, the police would be alertedIn an effort to address the customer's concerns, an employee did write a letter and provided it to the customer (see attached letter) and apologized for the incidentHowever, there was no evidence that the security of the minor daughter's identity was "compromised.” To the contrary, the scanned copy of the identification documents were later located in a folder on the former employee's computer during the timeframe of the multiple conversations with the customerThe paper copies were located in an unrelated file in the former employees office afew days after the date of the account opening and just prior to the former employees separation from our Bank.The Bank maintains that the identification documents were never “lost", but rather they were simply misplaced within the Bank branchHowever, in the interest of trying to resolve this issue to the customers satisfaction, the Bank offered to purchase one year of identity theft protection for the daughter (see attached letter previously referenced)The Bank even went so far as to offer to assist in moving the account to another institution because of the customers negative feelings toward the Bank and the former employee.United is disappointed that this incident occurred and that a former employee handled the matter in the way he didWe have apologized and offered resources (identity theft monitoring reimbursement, assistance in moving the accounts if desired, etc...)However, the fact remains, United did not “compromise' the customer's daughter's identityThe Bank does not believe it should be forced to admit liability for something it did not do.Finally, we think it is important to note that as of the date of the writing of this letter, the customer still has deposit accounts at the Bank inclusive of the one that was opened jointly with her daughter.Please call me if you wish to discuss this matter and we look forward to the resolution of this Complaint.Sincerely,S*** N***SVP, General Counsel & Chief Compliance Officer
united bank September 6, 2017Revdex.com SENT VIA FAX, US MAIL AND E-MAILAttn: [redacted]1 E. 4th, Suite 600Cincinnati, OH 45202 RE: Customer Complaint #[redacted] Dear [redacted]:I am writing on behalf of United Bank & Capital Trust Company (“United” or "Bank”) and in regards to Customer Complaint #[redacted]. Specifically, this letter is a response to the most recent concerns of the customer, received by the Bank via email on September 1, 2017. We appreciate, once again, being given the opportunity to respond to the customer's concerns.United has done everything within its power to attempt to resolve the customer's complaint, short of admitting that the customer's daughter's identity was "compromised.” However, United will not admit to something that did not occur. United has taken and has offered to take more remedial action than any bank typically would. United is sympathetic to the concerns of the customer and would very much like to resolve this situation. Unfortunately, in a service related industry, you encounter situations where you simply cannot appease a customer. This is one such situation.United never denied that copies of the identification documents were made. Rather, the Branch Manager was unsure about what he did, or did not do. United was not in a position to admit or deny that copies were made until such time as the copies were located. United will happily produce copies of the documents that were located, however the Bank is concerned that doing so will ultimately not change the customer's opinion of this situation.Please call me if you wish to discuss this matter and we look forward to the resolution of this Complaint. Sincerely, S. [redacted] N[redacted] SVP, General Counsel & Chief Compliance Officer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]First the bank denied that the first set of copies were made. Now the story is that they found them. Nobody told me. I didn't hear the story that the copies were found until the bank responded to the FDIC. I haven't seen the copies that they supposedly found.There were two copies of my daughter's social security card made, and two copies of her school ID made. They refused to admit to that. I told them if they find the first set of copies that were lost to call me and I would come get them. Clay H[redacted] and Lisbon H[redacted] were both told verbally, to let me know if they were found. It is also in an email that I wanted to be notified if they found them. I don't believe them. I think they are covering up their mistake. I did call the police.I left my accounts open in hopes that if they found the copies and call me to come get them.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Anyone that wants to believe the United Bank of Kentucky's version is free to do so.
Regards,
[redacted]