First Sentinel Bank

The bank releases titles to paid out loans within 10 business days after the pay-off. This loan was paid out on a Friday October 9, 2015 and Monday was a holiday so the 10 business days did not begin until October 13, 2015. The title was mailed out on Monday, October 26,... 2015. As far as the privacy concerns, the collection department made contact with the phone number listed on the loan application; messages or texts were left on phone for our customer. However all call backs and payments by phone were made by the complainant. Once a loan has been assigned for repossession the fee is assessed against the loan regardless if the collateral has been picked up or arrangements have been made to bring the loan up to date and this fee is to be paid by customer. The Bank feels no harm has occurred as the title was mailed within an acceptable time period and the repossession fee collected was due.

Customer contacted by phone on January 25, after a complaint was placed on the Bank's *** , an apology was issued as well as an explanation to
why she did not get credit for her paycheck. The electronic file in which her paycheck was located was not uploaded due to the bank
being
closed on Friday, because of the snow storm. The bank does not have a hour data center and as this weather related closure happening on Friday the file was not uploaded until Monday morning. Her first occasion was due to an equipment
failure which resulted in the computer system being disabled on the Friday the direct deposit arrived, however the deposit was credited and available on Monday. Customer was assured these were isolated incidents, but beyond management's control and
expressed the Bank's appreciation for being with the bank for so many years. A follletter was mailed on February 1, copy attached

Our Bluefield Branch manager has been in contact with the complainant. He has asked that she bring the tax bills to him and the bank will pay them from the time the bank took possession of the mobile home

The bank releases titles to paid out loans within 10
business days after the pay-off.  This
loan was paid out on a Friday October 9, 2015 and Monday was a holiday so the 10 business days did not begin until October 13, 2015.   The title was mailed out on Monday, October
26,...

2015.  As far as the privacy
concerns, the collection department made contact with the phone number listed
on the loan application; messages or texts were left on phone for our customer.  However all call backs and payments by phone
were made by the complainant.
Once a loan has been assigned for repossession the fee is
assessed against the loan regardless if the collateral has been picked up or
arrangements have been made to bring the loan up to date and this fee is to be
paid by customer.
The Bank feels no harm has occurred as the title was mailed
within an acceptable time period and the repossession fee collected was due.

Review: After bank refused to give me information, I found out from another source that a mobile home continued to stay titled in my name. Bank had possession of mobile home and were in process of selling to someone. While someone else was making payments, the title was kept in my name leaving me responsible for taxes.Desired Settlement: Pay taxes that were charged during the extended time period that would not take title out of my name.

Business

Response:

Our Bluefield Branch manager has been in contact with the complainant. He has asked that she bring the tax bills to him and the bank will pay them from the time the bank took possession of the mobile home.

Review: I'm not if this is a real bank or not. [redacted] loan for a chevy s10 was paid off Oct 9 2015, I was told then I would be receiving the title in 10 days, On thursday Oct. 22 2015 I still hadn't received the title. I called and someone from the local branch in [redacted] called back to say that the title was mailed that day. It is Monday Oct 26 and I didn't receive it still. I have call the bank and left messages, and have not heard back yet. Besides the title not being received. When I went to pay the truck off, I was told that their was a repo fee that I had to pay before the title would be released. I did get behind on a couple of payments,in sept. and I did call and speak to someone and they told me that I had to pay 2 payments that day and they would cancel the repo. The repo was cancelled but I still had to pay 400 extra and my truck was never repo'd. I think it is sad that the bank would try and stick it to people that do have a hard time sometimes and then do not get any acknowledgement for paying the loan off early. My last payment was due in Dec 2015 but paid it off early and paid a fee that should not have been added. Also the people that work their need a refresher course and how to speak with their costumers. and they might want to check on the privacy policies, I was never authorized by my boyfriend to even talk to the bank about his loan. He told me to take care of all of it, but he never told the people at the back it was ok and he was never asked.Desired Settlement: I would like to be contacted by someone that knows what is going on at the bank, a review of the repo charges for a truck never repo'd and a refund of the 400 that I had to pay. Plus the title for the truck that I paid off early.

Business

Response:

The bank releases titles to paid out loans within 10

business days after the pay-off. This

loan was paid out on a Friday October 9, 2015 and Monday was a holiday so the 10 business days did not begin until October 13, 2015. The title was mailed out on Monday, October

26, 2015. As far as the privacy

concerns, the collection department made contact with the phone number listed

on the loan application; messages or texts were left on phone for our customer. However all call backs and payments by phone

were made by the complainant.

Once a loan has been assigned for repossession the fee is

assessed against the loan regardless if the collateral has been picked up or

arrangements have been made to bring the loan up to date and this fee is to be

paid by customer.

The Bank feels no harm has occurred as the title was mailed

within an acceptable time period and the repossession fee collected was due.

Review: I am so very very unhappy that my paycheck has once again not been deposited. The first was due to a systems issue. All I know is that all of my other co workers have their checks in their accounts. I do not. I have been a loyal for over 30 years. This has not been typical of this bank until the last 6 month.Desired Settlement: Go back to whatever process you used in the past. Don't hold funds that have released by employers for your own use ( ie interest). Deposit into your customers accounts

Business

Response:

Customer contacted by phone on January 25, 2016 after a complaint was placed on the Bank's [redacted] , an apology was issued as well as an explanation to

why she did not get credit for her paycheck. The electronic file in which her paycheck was located was not uploaded due to the bank being

closed on Friday, because of the snow storm. The bank does not have a 24 hour data center and as this weather related closure happening on Friday the file was not uploaded until Monday morning. Her first occasion was due to an equipment

failure which resulted in the computer system being disabled on the Friday the direct deposit arrived, however the deposit was credited and available on Monday. Customer was assured these were isolated incidents, but beyond management's control and

expressed the Bank's appreciation for being with the bank for so many years. A follow-up letter was mailed on February 1, 2016 copy attached.