Re: Response to Complaint ID # [redacted] Dear Ms [redacted] :[J002/002Thank you for forwarding Mr [redacted] 's concerns regarding his relationship with Evans Bank, and allowing ourorganization to officially respond to the matterEvans Bank takes customer service seriously and makes every effort toensure our clients receive a better banking experienceAs a community-based financial institution, we take pride Inhelping each customer meet their financial goals.In the complaint, Mr [redacted] Indicates Evans Bank provided no Information or conflicting information related to hismortgage accountEvans and its representatives have responded consistently and accurately to all of Mr [redacted] 'sinquiries by telephone and email, Including concerms regarding confirmation of payment( II) made and the processing andtiming of said payments.Evans Bank has also provided Mr [redacted] instruclions for applying principle only payments to his mortgage account andthe ability to regularly request updated amortization schedules, as additional solutions to further ease payment concerns.Mr [redacted] 's repeated email blast attempts to garner Information from Evans leadership, and several individuals found onour website, have been inappropriate and have bordered on harassmentEvans has encouraged Mr [redacted] to continueworking directly with his Mortgage Loan Officer (MLO), as the officer Is the most knowledgeable person to addressspecific concerns.Based on the Information provided by your office and our previous communication with MrPasclak, Evans Bankconsiders this matter resolved.Sincerely,Bernadette A**Senior Vice PresidentRetail Customer ExperienceBanking I
We at Evans Bank take very seriously our service commitment to our customers, and I am sorry that your experience was less than you expected from our organizationIt is by receiving feedback such as yours that we cao continuously improveStandard nine business day holds are placed on all new accounts, including those opened online such as yours, regardless of whether a deposit is completed in person or via mobile depositWhile we are not aware of the circumstances surrounding the initial deposit you made, you were informed of the hold on the larger mobile deposit through numerous telephone exchanges between yourself and staff at the North Buffalo Financial Center and the Customer Experience CenterThe hold on your account was released on August 28th As a courtesy, we have reversed the $non-sufficient fund chaxge incurred on your account on August 21, l Again, thank you for your feedback, and please accept our sincere apologies for any inconvenience you may have experiencedIf you have any questions, please feel free to contact me at [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 fully resolve my complaint. The complaint is detailed to a single experience that is part of an ongoing charade; I still don't know how to automate payments to them to have extra amounts automatically applied to principle. For your reference, details of the offer I reviewed appear below.
The matter is partially fulfilled. Evans, presumably lacking, internal communication has fallen short again. Evans has offered to provide me monthly amortization schedules, without my need to regularly request them (as their response to you states I must do), but I am still awaiting the first one. I'd like to presume that it will be received for the next month, but given the poor experience I've had in the past, and the five day time limit to respond to the Revdex.com, it seemed prudent to list the response as "rejected." Evans has also educated me on how to specifically request a prior payment be applied to principle, and how to manually write a check to be applied to principle, but when educated that I've automated payments and would like an approved general statement in the "memo" field, they have fallen silent. And while they state that my behavior is borderline harassment, I decided to sit back and wait in the hopes that I'd get an answer from my question on 11/7. Evidently, this was the incorrect course of action as a simple question still goes unanswered by this organization; another problem I've had with their general care team.Below is the last email I have a record of (sent to the assigned MLO on 11/7):Other than manually requesting an additional payment, my payments are automated. The more automation I can arrange, the less I need to worry about. The less I have to worry about, the more I can focus on getting other important things addressed. Having to remember to change the settings for the payment, for advanced payments, and then having to remember to change it back is inconvenient and just asking for more trouble, due to forgetfulness, in the future. This is another Evans associated pain in the rear; especially after confirming, from two people, that no documentation was required of me.Here is the requested request:[redacted]ATTN Evans: Due to a miscommunication, the payment processed on 11/5 was processed as a regular mortgage payment instead of being applied directly to principle, as intended. Please reverse the 11/5 payment as a regular payment, and reapply the full payment as principle only. Please advise once this has been completed.[redacted]Back to the email...I really do not want to have to remember, for the next 30 years, to be changing the memos whenever a bonus is received or some extra cash is set aside. Would the following suffice for the future? "If current, apply to principle *only*" If not, what logical statement would work for the memo field?Thank you for reconfirming the status of the savings account as well as the contact information with Evans. Your information has been forwarded. The good news is that my friend is much harder to agitate than myself; cannot speak for their partner.Unrelated to all of this, I am truly curious as to whether or not you enjoyed the Adventures of Business Cat. If it was too low brow for you, I wouldn't be offended if you said such.Thank you for reaching out on a Saturday,[redacted]
The underline and bold section was highlighted in this way to outline the unanswered business question that still isn't answered. Business Cat is a web comic link I sent in another email to my MLO in an attempt to share something with him and have a human experience among all this this insanity.If Evans can actually provide an amortization statement AND educate me on what to enter into the Memo field to have extra payments applied to principle, when the account is current, I'll consider the matter resolved. To date, I've received an email, not an actual statement, advising how my first payment was broken down, and a partial answer as to how have extra amounts applied to principle. Should Evans be able to show evidence that they have provided this information, and I had overlooked it, I'll consider the matter resolved.
Regards,[redacted]
This correspondence is in response to the above referenced customer complaint submitted to the Revdex.com on February 24, 2018. On October 16, 2017, [redacted] was sent an Annual Escrow Account Disclosure Statement which notified him of a shortage in his escrow account and a...
subsequent increase in his monthly payment, effective January 1, 2018, which was required to cover the escrow shortage. In early January, Mr. [redacted] visited one of our financial centers to make his January mortgage payment and requested the amount from a Customer Service Specialist. It is unclear whether the new or previous payment amount was provided to him; however, the amount paid was less than the required amount due and the payment was held. The Loan Operations Department attempted to reach Mr. [redacted] to inform him of the shortage in his payment prior to January 30, 2018, with no success. Since the customer could not be reached and the payment was unable to be processed, the account was reported as past due upon reaching 30 days delinquent. As a courtesy, we have reversed the late charge fee on Mr. [redacted]'s account. Given the possible confusion at the financial center, we are also making an exception and removing the delinquency from his credit report. Mr. [redacted] will receive confirmation when his credit report has been adjusted. Should you have any questions, please feel free to contact me at [redacted].
RE: ID [redacted]11/30/15I am writing to [redacted]'s complaint (ID [redacted]) against Evans Bank that was reported to the Revdex.com on November 10, 2015. In the complaint, Ms. [redacted] indicates that she feels Evans Bank has restricted access to her...
money, however, there have been several communications between Evans Bank and Ms. [redacted] in an effort to resolve the situation.In an effort to provide a solution for Ms. [redacted], Evans Bank sent 2 debit cards to her home. One card was sent via US mail and returned due to an incorrect address. The 2nd card was rushed via Fed EX: however, was returned to the issuer after Fed Ex made 3 unsuccessful attempts to deliver the card.Evans Bank promptly responded to Ms. [redacted]'s communications that her debit cards were not received. The Elmwood Branch Manager called Ms. [redacted] and then utilized Evans Bank Online Banking system to communicate when unable to reach her by phone. The Elmwood Branch Manager ordered Complimentary checks and provided Ms. [redacted] the option to send herself a check via Evans Bank Online Bill Payment system to negotiate at her new financial institution. Additionally, The Elmwood Branch Manager offered to send a 3rd debit card, once verification was provided to Evans Bank that the most recent address provided was accurate.The last communication received from Ms. [redacted] indicated that she wanted to close her account. Evans Bank responded the same day, reiterating the solutions previously provided to access the funds. Additionally, Evans Bank requested that Ms. [redacted] notify the bank upon completion of the final transaction so the account could be closed as per her request. Evans bank has not received a return communication from ms. [redacted]. Ms. [redacted] did write a check that cleared her Evans Bank account on 11/23/15; therefore it is assumed that she did receive the complimentary checks.Evans Bank makes every effort to provide our clients with a positive experience. Evans Bank has provided Ms [redacted] with multiple options in which to access her funds and close the account as requested. Based on the solutions provided. Evans Bank considers this matter resolved.Sincerely,Kari G[redacted]Retail Market Leader, AVPEvans Bank, NA
Re: Response to Complaint ID #[redacted]Dear Ms. [redacted]:[J002/002Thank you for forwarding Mr. [redacted]'s concerns regarding his relationship with Evans Bank, and allowing ourorganization to officially respond to the matter. Evans Bank takes customer service seriously and makes every effort...
toensure our clients receive a better banking experience. As a community-based financial institution, we take pride Inhelping each customer meet their financial goals.In the complaint, Mr. [redacted] Indicates Evans Bank provided no Information or conflicting information related to hismortgage account. Evans and its representatives have responded consistently and accurately to all of Mr. [redacted]'sinquiries by telephone and email, Including concerms regarding confirmation of payment( II) made and the processing andtiming of said payments.Evans Bank has also provided Mr. [redacted] instruclions for applying principle only payments to his mortgage account andthe ability to regularly request updated amortization schedules, as additional solutions to further ease payment concerns.Mr. [redacted]'s repeated email blast attempts to garner Information from Evans leadership, and several individuals found onour website, have been inappropriate and have bordered on harassment. Evans has encouraged Mr. [redacted] to continueworking directly with his Mortgage Loan Officer (MLO), as the officer Is the most knowledgeable person to addressspecific concerns.Based on the Information provided by your office and our previous communication with Mr. Pasclak, Evans Bankconsiders this matter resolved.Sincerely,Bernadette A**Senior Vice PresidentRetail Customer ExperienceBanking I
Re: Follow-Up Response to Complaint ID #[redacted]Dear Ms. [redacted]:Thank you for making Evans Bank aware of additional concerns presented by Mr. [redacted] pertaining to his mortgage account and relationship with our financial institution. We appreciate the opportunity to follow-up with the Revdex.com of Upstate New York. As stated in our previous response, Evans Bank takes customer service seriously and makes every effort to ensure our clients receive a better banking experience. We take pride in helping each customer meet their financial goals. That said, Evans Bank continues to work directly with Mr. [redacted] to address all of his questions and ease any concerns. Based on the newest information provided by your office and our continued communication with Mr. [redacted], Evans Bank considers this matter resolved.Sincerely,Bernadette A**Senior Vice PresidentRetail Customer Experience
We at Evans Bank take very seriously our service commitment to our customers, and I am sorry that your experience was less than you expected from our organization. It is by receiving feedback such as yours that we cao continuously improve. Standard nine business day holds are placed on all new...
accounts, including those opened online such as yours, regardless of whether a deposit is completed in person or via mobile deposit. While we are not aware of the circumstances surrounding the initial deposit you made, you were informed of the hold on the larger mobile deposit through numerous telephone exchanges between yourself and staff at the North Buffalo Financial Center and the Customer Experience Center. The hold on your account was released on August 28th As a courtesy, we have reversed the $37 non-sufficient fund chaxge incurred on your account on August 21, 20 l 7. Again, thank you for your feedback, and please accept our sincere apologies for any inconvenience you may have experienced. If you have any questions, please feel free to contact me at [redacted]
Re: Response to Complaint ID # [redacted] Dear Ms [redacted] :[J002/002Thank you for forwarding Mr [redacted] 's concerns regarding his relationship with Evans Bank, and allowing ourorganization to officially respond to the matterEvans Bank takes customer service seriously and makes every effort toensure our clients receive a better banking experienceAs a community-based financial institution, we take pride Inhelping each customer meet their financial goals.In the complaint, Mr [redacted] Indicates Evans Bank provided no Information or conflicting information related to hismortgage accountEvans and its representatives have responded consistently and accurately to all of Mr [redacted] 'sinquiries by telephone and email, Including concerms regarding confirmation of payment( II) made and the processing andtiming of said payments.Evans Bank has also provided Mr [redacted] instruclions for applying principle only payments to his mortgage account andthe ability to regularly request updated amortization schedules, as additional solutions to further ease payment concerns.Mr [redacted] 's repeated email blast attempts to garner Information from Evans leadership, and several individuals found onour website, have been inappropriate and have bordered on harassmentEvans has encouraged Mr [redacted] to continueworking directly with his Mortgage Loan Officer (MLO), as the officer Is the most knowledgeable person to addressspecific concerns.Based on the Information provided by your office and our previous communication with MrPasclak, Evans Bankconsiders this matter resolved.Sincerely,Bernadette A**Senior Vice PresidentRetail Customer ExperienceBanking I
We at Evans Bank take very seriously our service commitment to our customers, and I am sorry that your experience was less than you expected from our organizationIt is by receiving feedback such as yours that we cao continuously improveStandard nine business day holds are placed on all new accounts, including those opened online such as yours, regardless of whether a deposit is completed in person or via mobile depositWhile we are not aware of the circumstances surrounding the initial deposit you made, you were informed of the hold on the larger mobile deposit through numerous telephone exchanges between yourself and staff at the North Buffalo Financial Center and the Customer Experience CenterThe hold on your account was released on August 28th As a courtesy, we have reversed the $non-sufficient fund chaxge incurred on your account on August 21, l Again, thank you for your feedback, and please accept our sincere apologies for any inconvenience you may have experiencedIf you have any questions, please feel free to contact me at [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 fully resolve my complaint. The complaint is detailed to a single experience that is part of an ongoing charade; I still don't know how to automate payments to them to have extra amounts automatically applied to principle. For your reference, details of the offer I reviewed appear below.
The matter is partially fulfilled. Evans, presumably lacking, internal communication has fallen short again. Evans has offered to provide me monthly amortization schedules, without my need to regularly request them (as their response to you states I must do), but I am still awaiting the first one. I'd like to presume that it will be received for the next month, but given the poor experience I've had in the past, and the five day time limit to respond to the Revdex.com, it seemed prudent to list the response as "rejected." Evans has also educated me on how to specifically request a prior payment be applied to principle, and how to manually write a check to be applied to principle, but when educated that I've automated payments and would like an approved general statement in the "memo" field, they have fallen silent. And while they state that my behavior is borderline harassment, I decided to sit back and wait in the hopes that I'd get an answer from my question on 11/7. Evidently, this was the incorrect course of action as a simple question still goes unanswered by this organization; another problem I've had with their general care team.Below is the last email I have a record of (sent to the assigned MLO on 11/7):Other than manually requesting an additional payment, my payments are automated. The more automation I can arrange, the less I need to worry about. The less I have to worry about, the more I can focus on getting other important things addressed. Having to remember to change the settings for the payment, for advanced payments, and then having to remember to change it back is inconvenient and just asking for more trouble, due to forgetfulness, in the future. This is another Evans associated pain in the rear; especially after confirming, from two people, that no documentation was required of me.Here is the requested request:[redacted]ATTN Evans: Due to a miscommunication, the payment processed on 11/5 was processed as a regular mortgage payment instead of being applied directly to principle, as intended. Please reverse the 11/5 payment as a regular payment, and reapply the full payment as principle only. Please advise once this has been completed.[redacted]Back to the email...I really do not want to have to remember, for the next 30 years, to be changing the memos whenever a bonus is received or some extra cash is set aside. Would the following suffice for the future? "If current, apply to principle *only*" If not, what logical statement would work for the memo field?Thank you for reconfirming the status of the savings account as well as the contact information with Evans. Your information has been forwarded. The good news is that my friend is much harder to agitate than myself; cannot speak for their partner.Unrelated to all of this, I am truly curious as to whether or not you enjoyed the Adventures of Business Cat. If it was too low brow for you, I wouldn't be offended if you said such.Thank you for reaching out on a Saturday,[redacted]
The underline and bold section was highlighted in this way to outline the unanswered business question that still isn't answered. Business Cat is a web comic link I sent in another email to my MLO in an attempt to share something with him and have a human experience among all this this insanity.If Evans can actually provide an amortization statement AND educate me on what to enter into the Memo field to have extra payments applied to principle, when the account is current, I'll consider the matter resolved. To date, I've received an email, not an actual statement, advising how my first payment was broken down, and a partial answer as to how have extra amounts applied to principle. Should Evans be able to show evidence that they have provided this information, and I had overlooked it, I'll consider the matter resolved.
Regards,[redacted]
This correspondence is in response to the above referenced customer complaint submitted to the Revdex.com on February 24, 2018. On October 16, 2017, [redacted] was sent an Annual Escrow Account Disclosure Statement which notified him of a shortage in his escrow account and a...
subsequent increase in his monthly payment, effective January 1, 2018, which was required to cover the escrow shortage. In early January, Mr. [redacted] visited one of our financial centers to make his January mortgage payment and requested the amount from a Customer Service Specialist. It is unclear whether the new or previous payment amount was provided to him; however, the amount paid was less than the required amount due and the payment was held. The Loan Operations Department attempted to reach Mr. [redacted] to inform him of the shortage in his payment prior to January 30, 2018, with no success. Since the customer could not be reached and the payment was unable to be processed, the account was reported as past due upon reaching 30 days delinquent. As a courtesy, we have reversed the late charge fee on Mr. [redacted]'s account. Given the possible confusion at the financial center, we are also making an exception and removing the delinquency from his credit report. Mr. [redacted] will receive confirmation when his credit report has been adjusted. Should you have any questions, please feel free to contact me at [redacted].
RE: ID [redacted]11/30/15I am writing to [redacted]'s complaint (ID [redacted]) against Evans Bank that was reported to the Revdex.com on November 10, 2015. In the complaint, Ms. [redacted] indicates that she feels Evans Bank has restricted access to her...
money, however, there have been several communications between Evans Bank and Ms. [redacted] in an effort to resolve the situation.In an effort to provide a solution for Ms. [redacted], Evans Bank sent 2 debit cards to her home. One card was sent via US mail and returned due to an incorrect address. The 2nd card was rushed via Fed EX: however, was returned to the issuer after Fed Ex made 3 unsuccessful attempts to deliver the card.Evans Bank promptly responded to Ms. [redacted]'s communications that her debit cards were not received. The Elmwood Branch Manager called Ms. [redacted] and then utilized Evans Bank Online Banking system to communicate when unable to reach her by phone. The Elmwood Branch Manager ordered Complimentary checks and provided Ms. [redacted] the option to send herself a check via Evans Bank Online Bill Payment system to negotiate at her new financial institution. Additionally, The Elmwood Branch Manager offered to send a 3rd debit card, once verification was provided to Evans Bank that the most recent address provided was accurate.The last communication received from Ms. [redacted] indicated that she wanted to close her account. Evans Bank responded the same day, reiterating the solutions previously provided to access the funds. Additionally, Evans Bank requested that Ms. [redacted] notify the bank upon completion of the final transaction so the account could be closed as per her request. Evans bank has not received a return communication from ms. [redacted]. Ms. [redacted] did write a check that cleared her Evans Bank account on 11/23/15; therefore it is assumed that she did receive the complimentary checks.Evans Bank makes every effort to provide our clients with a positive experience. Evans Bank has provided Ms [redacted] with multiple options in which to access her funds and close the account as requested. Based on the solutions provided. Evans Bank considers this matter resolved.Sincerely,Kari G[redacted]Retail Market Leader, AVPEvans Bank, NA
Re: Response to Complaint ID #[redacted]Dear Ms. [redacted]:[J002/002Thank you for forwarding Mr. [redacted]'s concerns regarding his relationship with Evans Bank, and allowing ourorganization to officially respond to the matter. Evans Bank takes customer service seriously and makes every effort...
toensure our clients receive a better banking experience. As a community-based financial institution, we take pride Inhelping each customer meet their financial goals.In the complaint, Mr. [redacted] Indicates Evans Bank provided no Information or conflicting information related to hismortgage account. Evans and its representatives have responded consistently and accurately to all of Mr. [redacted]'sinquiries by telephone and email, Including concerms regarding confirmation of payment( II) made and the processing andtiming of said payments.Evans Bank has also provided Mr. [redacted] instruclions for applying principle only payments to his mortgage account andthe ability to regularly request updated amortization schedules, as additional solutions to further ease payment concerns.Mr. [redacted]'s repeated email blast attempts to garner Information from Evans leadership, and several individuals found onour website, have been inappropriate and have bordered on harassment. Evans has encouraged Mr. [redacted] to continueworking directly with his Mortgage Loan Officer (MLO), as the officer Is the most knowledgeable person to addressspecific concerns.Based on the Information provided by your office and our previous communication with Mr. Pasclak, Evans Bankconsiders this matter resolved.Sincerely,Bernadette A**Senior Vice PresidentRetail Customer ExperienceBanking I
Re: Follow-Up Response to Complaint ID #[redacted]Dear Ms. [redacted]:Thank you for making Evans Bank aware of additional concerns presented by Mr. [redacted] pertaining to his mortgage account and relationship with our financial institution. We appreciate the opportunity to follow-up with the Revdex.com of Upstate New York. As stated in our previous response, Evans Bank takes customer service seriously and makes every effort to ensure our clients receive a better banking experience. We take pride in helping each customer meet their financial goals. That said, Evans Bank continues to work directly with Mr. [redacted] to address all of his questions and ease any concerns. Based on the newest information provided by your office and our continued communication with Mr. [redacted], Evans Bank considers this matter resolved.Sincerely,Bernadette A**Senior Vice PresidentRetail Customer Experience
We at Evans Bank take very seriously our service commitment to our customers, and I am sorry that your experience was less than you expected from our organization. It is by receiving feedback such as yours that we cao continuously improve. Standard nine business day holds are placed on all new...
accounts, including those opened online such as yours, regardless of whether a deposit is completed in person or via mobile deposit. While we are not aware of the circumstances surrounding the initial deposit you made, you were informed of the hold on the larger mobile deposit through numerous telephone exchanges between yourself and staff at the North Buffalo Financial Center and the Customer Experience Center. The hold on your account was released on August 28th As a courtesy, we have reversed the $37 non-sufficient fund chaxge incurred on your account on August 21, 20 l 7. Again, thank you for your feedback, and please accept our sincere apologies for any inconvenience you may have experienced. If you have any questions, please feel free to contact me at [redacted]