United Bank

This letter is in response to a consumer complaint, [redacted] , regarding overdraft feesAccording to our records the fees were charged per Bank Policy and in accordance with the account disclosures provided to the customerAs noted below, a staff member has made multiple attempts to review our overdraft practices with the customer to ensure they had a clear understandingFollowing 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 bankAt this time our account representative reviewed both programs in detail with the customer and noted that each overdraft would result in a $fee and a $per day fee would be charged if the account remained overdrawn in excess of five daysThe overdraft protection program and the Regulation E Odisclosures received by the customer also detail that the Bank will charge a fee for each overdraft associated with both servicesWe 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 $The customer visited both our [redacted] branches regarding overdraft fees she received following the addition of the overdraft protection coverageAgain our account representative reviewed the programs with the customer in detailThe overdraft protection was then removed from the account per the customer's requestWhile 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 customerIf 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

Review: I have banked with United AKA [redacted] Bank for 1 year since moving here from Oklahoma. When I set up the account I specificaly declined overdraft protection. My husband and I each have a card so it is easy to go over the amount we have in that account. The bank told us that it would decline the card if we chose to not have overdraft protection and did not have the money in the account. Since May of 2012 we have been charged more than $400.00 dollars in overdraft fees. I spoke to several different supervisors about this. Sometimes they have taken the overdraft fees off and told me they did not know why it was not declining our cards. One supervisor told me that it was because of gas purcheses. Another told me that it was the way the store sent it through. After being refunded for some of the charges I stll have paid $360.00 in overdraft fees.Desired Settlement: $360.00 in overdraft fees.

On 9/22 I was charged 25$ for uncollected funds withdraw of $386. It should be returned cause it was charged against a balance of $636. When called thOn 9/22 I was charged 25$ for uncollected funds withdraw of $386. It should be returned cause it was charged against a balance of $636. When called the lady said there was a hold on a bank check and that caused the non payment. However, when I deposited the bank check on 9/19 the balance did not say balance/or balance available nor was I informed of any such hold of funds...The personel banker refused to refund the $25 but I feel it is a bank error. I think the punishment in several cases does not fit the crime and these fees are excessive. Im seeking a return of this $25 fee and consideration in returning any such past fees. Ive been a customer since 1997.Desired SettlementReturn of all fees this past year if not the return of this $25 dollar fee.Business Response United Bank received a complaint on October 31, 2014 regarding an uncollected funds charge to his checking account an September 22, 2014. The charge was incurred because of a check hold placed on Mr. [redacted]'s account on September 19, 2014 which was in accordance with Regulation CC and United Bank's Funds Availability Policy. However, since the customer was not informed of the hold, we did refund the uncollected funds charge to Mr. [redacted]'s account on November 3, 2014.If you have any questions regarding this case or require additional information, my contact informationis:United BankAttn: [redacted]95 Elm Street, P. O. Box 9020West Springfield, MA XXXXX-XXXXSincerely, [redacted]cc: [redacted], [redacted] Retail Banking

Loan Late Payment NoticeLast Saturday July 6, 2013 I received a letter from the United Bank saying that my mortgage payment (account last numbers [redacted]) was late and they were charging me a late fee of $15.44. However I have a copy of the check that I send on June 1, 2013 already cash by The United Bank on June 4, 2013. I have never been late in any of my payment since I have this mortgage, but The United Bank keep sending me letters anytime they want saying I was late in my payment and charging a late fee. One time I spoke with a lady who said she was the [redacted] and I explain my case to her, and instead of her giving me an apology she just said that "everybody make mistakes and that I should understand". I am really tired of this practice by The United Bank, and I need from them to fix this problem.Desired SettlementI want the President of The United Bank to review my case and fix it.Business' Initial Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]The customer contacted the bank upon recieving a late notice for her June payment. This was when the bank discovered the payment had been applied to her loan incorrectly. On July 5, 2013 the incorrect payment was reversed and reaaplied. the late fees assessed because of the processing error were also reversed.

Bank merged with another bank. As of October 11 ATM cards are not working, phone calls do not go through, messages not returned.The only access anyone is able to have with the company is through Facebook! Complete meltdown of customer service. They say to contact them through private messages on Facebook but do not respond. Nothing is working. I do not know how much money I have, what has hit the account, nothing.Desired Settlementcontact me at my cell number, XXX-XXX-XXXX in order to provide access to my account.Thanks![redacted]Business Response United Bank November 3, 2014Ms. [redacted]Revdex.comCentral & Western MA and Northeastern CT6 Park Avenue, Suite 100Worcester, MA XXXXXRE: Mr. [redacted]Case#: XXXXXXDear Ms. [redacted]United Bank received a complaint on October 31.2014 regarding Mr. [redacted]'s unsuccessful attempts to access his accounts or reach a bank representative after our system conversion. A follow up phone call was made to Mr. [redacted] on November 3, 2014.We were able to verify the customer has gained access to his accounts.If you have any questions regarding this case or require additional information, my contact informationis:United BankAttn: [redacted]95 Elm Street, P. CI. [redacted]West Springfield, MA XXXXX-XXXX[redacted]cc: [redacted] M. [redacted], [redacted]

Unauthorized checking account fee of [redacted] per month.United Bank changed my checking account terms without my consent or a notification. The changed account charged a [redacted] per month fee. The new account also stopped sending statements so I had no way to track it. I only noticed when they started drawing down my savings account to pay for the fees when checking went to [redacted] Right now I am out $90 when I never had a monthly fee.Desired SettlementReturn of my [redacted].Business Response In researching the complaint filed with the Revdex.com, we found that the account in question was transitioned to a new product offering as part of the merger between United Bank and [redacted] which took place in [redacted] 2014. All impacted customers received notification of this change via letter on [redacted] 2014. The letter explained all terms and conditions of the account changes and in the body of the letter we encouraged our customers to reach out to us if they believed an alternate account offering better met their needs. Further review showed that our customer had an electronic delivery of his statement via email and that continued post-merger. It is recommended that all customers review their statements monthly as a best practice to ensure they are maintaining an accurate accounting of their balances less any applicable fees. As an accommodation, we [redacted] be rebating the [redacted] in question by our customer and communicating that via letter to him today. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Sending notices out by bulk mail does not constitute notice to a customer. Further any changes made to an account containing MY money, needs to be directly approved my ME. Also, emailing me statements when I had never gotten statements by email does not mean notification. Especially when, there were no transactions to check. I am sure that I am not the only one with this issue. In my opinion, this action would amount to criminal negligence and fraud. Have a nice day.