West Suburban Bank-Lombard

Initial Business Response / [redacted] (1000, 8, 2015/04/13) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @westsuburbanbank.com West Suburban Bank prides itself on providing the absolute best customer experience possibleAll feedback is taken seriously and steps are taken to address any concerns a customer may haveWe have investigated the information submitted and have concluded the customer was made whole in the instances where there was a bank errorOur records indicate that on March 26, 2015, the customer came to one of West Suburban Bank's branch to discuss late charges on her commercial mortgageUpon reviewing the account, the bank determined there was a period of time in 2011, in which the payment book reflected an inaccurate date of when the late fees would be assessedAccording to the note, a late fee is assessed if the payment is not made by the 11th of each monthHowever, the payment book stated a late fee would be assessed if payment is not made by the 16thAfter reviewing the payment history, we determined there were five instances when the system assessed a late fee on the 11th while the payment was made by the 16thBased on the account research, we waived $(five fees at $each) of outstanding late feesThe remaining late fees assessed would not be waived since those payments were received after the 16thWest Suburban Bank did ask the customer to sign an acknowledgement identifying the circumstancesThe customer asked for additional time to review the acknowledgment statement and take it home to compare it to her recordsWe agreed to this request and the customer returned on March 31st with the signed acknowledgmentWest Suburban Bank did not give her a deadline of March 27th nor was there any verbiage in the letter stating she could not dispute any other inaccurately assessed feesWest Suburban Bank has maintained an open dialogue with the customer for a number of years

Initial Business Response /* (1000, 8, 2015/04/13) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@westsuburbanbank.com
West Suburban Bank prides itself on providing the absolute best customer experience possibleAll feedback is taken
seriously and steps are taken to address any concerns a customer may haveWe have investigated the information submitted and have concluded the customer was made whole in the instances where there was a bank errorOur records indicate that on March 26, 2015, the customer came to one of West Suburban Bank's branch to discuss late charges on her commercial mortgageUpon reviewing the account, the bank determined there was a period of time in 2011, in which the payment book reflected an inaccurate date of when the late fees would be assessedAccording to the note, a late fee is assessed if the payment is not made by the 11th of each monthHowever, the payment book stated a late fee would be assessed if payment is not made by the 16thAfter reviewing the payment history, we determined there were five instances when the system assessed a late fee on the 11th while the payment was made by the 16thBased on the account research, we waived $(five fees at $each) of outstanding late feesThe remaining late fees assessed would not be waived since those payments were received after the 16thWest Suburban Bank did ask the customer to sign an acknowledgement identifying the circumstancesThe customer asked for additional time to review the acknowledgment statement and take it home to compare it to her recordsWe agreed to this request and the customer returned on March 31st with the signed acknowledgmentWest Suburban Bank did not give her a deadline of March 27th nor was there any verbiage in the letter stating she could not dispute any other inaccurately assessed feesWest Suburban Bank has maintained an open dialogue with the customer for a number of years

Initial Business Response /* (1000, 8, 2015/04/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@westsuburbanbank.com
West Suburban Bank prides itself on providing the absolute best customer experience possible. All feedback is taken seriously...

and steps are taken to address any concerns a customer may have. We have investigated the information submitted and have concluded the customer was made whole in the instances where there was a bank error. Our records indicate that on March 26, 2015, the customer came to one of West Suburban Bank's branch to discuss late charges on her commercial mortgage. Upon reviewing the account, the bank determined there was a period of time in 2011, in which the payment book reflected an inaccurate date of when the late fees would be assessed. According to the note, a late fee is assessed if the payment is not made by the 11th of each month. However, the payment book stated a late fee would be assessed if payment is not made by the 16th. After reviewing the payment history, we determined there were five instances when the system assessed a late fee on the 11th while the payment was made by the 16th. Based on the account research, we waived $330.20 (five fees at $66.04 each) of outstanding late fees. The remaining late fees assessed would not be waived since those payments were received after the 16th. West Suburban Bank did ask the customer to sign an acknowledgement identifying the circumstances. The customer asked for additional time to review the acknowledgment statement and take it home to compare it to her records. We agreed to this request and the customer returned on March 31st with the signed acknowledgment. West Suburban Bank did not give her a deadline of March 27th nor was there any verbiage in the letter stating she could not dispute any other inaccurately assessed fees. West Suburban Bank has maintained an open dialogue with the customer for a number of years.