Choice Financial Group

Please see attached

I am rejecting this response because:
Dear [redacted],Most of everything said in this letter was false. I seen when the checks went through our account  we had money their, until they returned the check to get their fee then it of course the account over drafted and the...

checks were returned. As for me contacting the bank several times, that is also incorrect. I contacted the bank twice that day and the fist time I was cut off, not sure if it was my phone or theirs. I then waited because Amy said she would return the fees. After waiting most of the day I then called the bank back because I never seen the fees returned. I then got Amy back on the phone and asked her why they were not returned and she began to be rude. She then argued with me that what I was saying was false, which it wasn't. I asked her several times to speak to a supervisor and she told me she was the only one their. I don't believe for a second that a supervisor witnessed anything.  I have never called the bank and hung up, I don't care who answers the phone if I call it is for a reason and that is to help, which I assumed that is what they are supposed to do. Amy did use very demeaning language with me and of course it upset me. My husband witnessed every call made to the bank and none were inappropriate and I would never hang up and try to call back, that is ridiculous that I would even be accused of such a thing. I guess if I need to I can pull my call log from my cell phone company to prove I only called twice and spoke to Amy both times.  Also, I have several bank accounts with different banks, I have never abused a bank account. I apologize if there are many things that have ran through this account but this was our main account and we thought being it was ours to use that we could use it how we see fit. I am very appalled that I have been basically noted as a lair because that is what the letter is insinuating.  I am even more surprised with the assumption that I have been given account disclosure information, I have not. From the moment we opened our account we have never received any documentation of any kind about account disclosure information and education on how to avoid overdraft and NSF fees. However, I am an adult and I can take responsibility for my own actions, but what they did this day was wrong and I have no problem paying for something if I did it, but this I did not do and they refuse to take responsibility for their actions or how their customer service is handled. Also,  I don't believe I authorized my banking information history to be released we are speaking of one day. I now believe our privacy rights have been violated. I would appreciate this looked into further.Thank you,Mrs. [redacted]

I am writing in response to the rejection letter filed by Ms. [redacted].  We apologize for not meeting the expectations of Ms. [redacted] and for any miscommunication between Ms. [redacted] and our customer service department.  As far as the new complaint alleging a breach in privacy;  We do not believe that Ms. [redacted]'s privacy has been breached, as the documentation provided was in response to the original complaint filed alleging that the bank charged OD/NSF fees inappropriately.  The documentation provided was to support that the OD/NSF fees were charged appropriately. Choice Financial prides it[redacted] on excellent customer service, and there is clearly miscommunication between our representative and Ms. [redacted].  Ms. [redacted] has requested a refund in the amount of $240.00.  Due to  miscommunication, we are going to meet in the middle and refund 1/2 or $120.00 effective today, 3/6/17. Thank you,Tara [redacted]VP-Compliance and Privacy Officer