PROCORPSA

[redacted] [redacted] [redacted] *** Date: June 8, Account: [redacted] Regarding Your Checking Account Dear [redacted] : We received a copy of your complaint filed with the Revdex.com, regarding your checking account ending in ***We appreciate the time you have taken to express your concerns regarding this matterWe are very sorry if our attempts to explain the Overdraft Coverage policy during your telephone calls with our Consumer Contact Center did not provide the level of detail you desired, or failed to fully address all of your questions and concernsI understand your frustration when this situation occurred and I am sorry for any inconvenience this matter may have caused youWe strive to offer our customers products that are convenient and beneficial while remaining competitive within the industrySome checking accounts have the Overdraft Coverage option, which allows a customer to complete a one-time debit card transaction or Automated Teller Machine (ATM) withdrawal even if there are insufficient available funds in the account to cover the full amount of the transactionOur records indicate that you declined Overdraft Coverage for ATM transactions and one-time debit card transactions on January 23, A letter confirming your decline of Overdraft Coverage was mailed to you at the address on file at that timeFor your records, I have included a copy of this letterTherefore, any debit card purchases and ATM withdrawals are declined when there is not enough money in your account, and as a result, will not be charged an overdraft fee for these types of transactionsHowever, Overdraft Coverage for checks and Automated Clearing House (ACH) electronic payments comes standard to your checking accountIf there are insufficient funds in your account when these types of transactions are processed, your checks and electronic payments may be returned unpaid, and are still subject to overdraft feesElectronic payments do not show as pending against the account during the day because they are not preauthorized like debit card transactionsBecause checks and electronic payments do not have a preauthorized timestamp, these types of transactions are processed at the end of the business dayYou do have the option of turning off Overdraft Coverage for checks and ACH payments, which will cause these items to be unpaid and automatically returned from your account the next business dayHowever, although these items will not be paid, your account will be assessed a $returned item fee for each paymentOn May 2, 2016, the balance in your checking account was $Four (4) items totaling $posted to the account that day, creating an ending balance of negative ($95.21)Due to non-sufficient funds, one (1) overdraft fee of $was assessed for the ACH payment to *** and posted the following business dayThe ending balance was negative ($132.21)An overdraft notice was mailed to the address above to notify you of the overdraft occurrence and the overdraft fees assessedIt was not our intention to cause you any hardship, and we sympathize with the difficulties you have encountered regarding this accountOur records show that on April 13, 2016, a total of $in overdraft fees were waivedIn the interest of customer service, we waived an additional $in overdraft fees on June 6, However, we are not willing to reverse the entire amount of overdraft fees assessed as you have requestedYou have the ability to cancel ACH payments with the payees involved or place a stop payment for each transactionWhen requesting a stop payment, we require the exact details of the outstanding ACH transaction including the date, the payee involved, and the payment amount at least three (3) business days or more before the payment is scheduledIf you request stop payments less than three (3) business days prior to the scheduled date, then those stop payments may not prevent the ACH transactions from posting on your account and causing feesIf the transaction from [redacted] for $was unauthorized or fraudulent, please contact our Dispute Department in order to file a dispute claimThe Disputes Department can be reached toll-free at ###-###-####, Monday through Friday, a.mto p.m., and Saturday 8:a.mto p.m., ETTo prevent an overdraft situation, you have the ability to review your account at an ATM, on our website at 53.com, or by calling our Customer Service Department at ###-###-####If the account becomes overdrawn, we also send you an overdraft notice that includes a detailed breakdown of the day’s transactionsFor your convenience, I have also enclosed a reference guide titled Fifth Third Overdraft SolutionsThis guide provides additional information related to the overdraft fees that we assessed to your accountWe also offer ways to track your balance and manage accounts to help avoid overdraft fees on your accounts in the futureWe sincerely hope this information will help you understand the Bank’s position going forward and resolve your needsIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Elizabeth J.Office of the President Enclosures: Overdraft Coverage Notice and Overdraft Solutions

Re: Your reference: [redacted] - Case No [redacted] Dear Ms [redacted] :We are in receipt of your letter dated March 14, 2017, regarding the informal complaint filed by Mr [redacted] We have had the opportunity to investigate this Complaint and offer the following information.Armstrong empathizes with Mr [redacted] ’s frustration regarding the recent increase in prices for our internet servicesArmstrong assures Mr [redacted] that this increase was not due to our recent speed increases, but due to the costs associated with maintaining and improving our network to meet our customers’ needsArmstrong is committed to providing customers with quality service at the lowest possible cost, while continuing to invest in technologies which offer the best choices for Internet, Television and Telephone serviceArmstrong encourages Mr [redacted] to contact our Customer Service Center to discuss his concerns or to get more information about our other product offerings.Thank you for your attention to this matterPlease feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team cc: [redacted]

[redacted] *** [redacted] [redacted] *** Date: February 15, Account: [redacted] Regarding Your Mortgage Loan Dear [redacted] ***: We received a copy of the additional complaint you filed with the Revdex.com regarding your mortgage loanWe appreciate the time you have taken to document your thoughts and concernsOn behalf of the Bank, please accept my sincere apologies for the difficulties you have experienced with your mortgage loanIt was certainly not our intention to cause you any hardshipWe strive to provide an exceptional experience to our customers, and I am sorry we did not meet your expectationsWe have completed a review of your account ending in ***As explained in the enclosed previous response dated January 30, 2018, due to the forbearance period offered by the Bank, you were not required to make payments between October 1, 2017, and December 31, 2017, however, a forbearance period does not defer the skipped payments and place them at the end of your loanThis letter also details the remedies the Bank offered following the forbearance period, including the option to modify your loan to avoid the need for a lump sum paymentPlease note that while minimal paperwork is required to complete the loan modification, we were unable to move forward with a modification without the Verification of Employment formI confirmed that this form was provided to you via both mail and emailThe letter also explained that completing a loan modification would not negatively impact your credit bureau reportOur records indicate that you have selected option one (1) listed in the letter dated January 30, On February 5, 2018, we received payments totaling $2,This amount satisfied the November 1, 2017, December 1, 2017, January 1, 2018, and February 1, 2018, due datesAs of February 13, 2018, a payment in the amount of $is due on March 1, Thank you for your patience while waiting for a responseIf I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Jennifer M.Office of the President Pc: Revdex.com Enclosure: Previous Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Fifth Third chooses not to uphold the guidelines in which the merchant is to abide by thus demonstrating Fifth Thirds lack of knowledge and business ethics and practices.Here is Fifth Thirds company slogan - “Curious people ask better questions and find better answers,” said Larry M., the bank’s senior vice president and chief marketing officer, in a release“Curiosity surfaced as an important value we wanted to affirm with our own employees: be curious about our customers’ needs, be curious about the way things could be made easier, and be curious about how we can innovate our products and services.”Clearly Fifth Third is not CURIOUS ABOUT THERE CUSTOMERS NEEDS AND OR RIGHTS [redacted]

[redacted] [redacted] ** [redacted] *** Date: May 26, Regarding Your Mother’s Fifth Third Bank Account Dear [redacted] : We received a copy of the follcomplaint you filed with the Revdex.comOn behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused youPlease be assured we have researched this matter fully, and passed your concerns on to the relevant parties within the BankAfter reviewing the documentation you provided and contacting the attorney for your mother’s estate, we have decided to issue a check for the proceeds in the account minus the amount your aunt received when the account was closedA check for $payable to [redacted] as Executrix of the Estate of [redacted] has been sent separatelyIt is our hope that this provides a positive resolution to your concernsIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Alison SOffice of the President

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12059960, and have determined that this does not resolve my complaint I would like to be compensated for the time (months) in which it took for this to be resolvedA refund of the money owed to me is not sufficient Regards, [redacted]

[redacted] [redacted] [redacted] *** Date: January 10, Account: [redacted] Regarding Your Installment Loan Dear [redacted] : We received a copy of the complaint you filed with the Revdex.comWe appreciate the time you have taken to document your thoughts and concerns regarding the collection calls you receivedWe strive to provide quality service to all of our customers, and I apologize if we failed to meet your expectationsYour loan is considered past due for payment if we do not receive your total monthly payment by the due date listed in your contract, which is the twenty-third (23rd) of each monthThere is a fifteen (15) calendar day grace period on your loanThe final day of your grace period is not considered the due date for your payment obligation, but rather, it indicates when a late charge will be assessed to your accountWe understand your concerns about the collection calls you receivedOur Collection Department begins making calls to customers when a payment is not received by the due dateThey are a failsafe Fifth Third Bank has put in place to make our customers aware of past due payments in an effort to help them avoid late charges and negative credit bureau reportingThey are certainly not intended to cause you any hardship or frustrationThe Bank’s guidelines for contacting our customers allow for telephone calls seven (7) days a week from a.muntil p.mET, including holidaysIf you receive a call from our Collection Department and provide them with the date you expect to pay, they will record your promise to pay and additional calls will be suspended temporarilyIn response to your concerns, we removed your telephone numbers from our systemsPlease note that while you will no longer receive telephone calls if your account becomes past due, this will not stop other delinquency related activity, including late charges, finance charges, or reporting to the credit bureausIn researching your concerns, we identified that you were given incorrect informationThree (3) consecutive monthly payments are required for an auto loan customer to qualify for a delinquency extensionInstead, you were informed that you needed to make a payment arrangement for the next three (3) monthsFifth Third Bank takes your feedback seriously, and I have contacted the relevant parties to pass on your concernsWhile we cannot provide you with specific details, we have taken the appropriate actions to prevent a similar situation in the futureThe total amount of unpaid late fees accrued over the life of loan is currently $I have enclosed a payment history for your referenceAs there was no bank error in the assessment of these fees, we are unwilling to waive the remaining balanceIn the interest of customer service, however, one (1) late fee of $will be reversedYour last three (3) payments posted on October 30, 2017, December 1, 2017, and January 2, However, because your loan was delinquent when these payments were received, your loan remains due for the December paymentYou may have already received the enclosed Delinquency Extension Agreement by email, but I am enclosing another copy here for your conveniencePlease sign and return the Agreement by January 18, 2018, in order to bring the loan current and due for the February 23, 2018, payment by placing two (2) payments onto the end of your loanPlease be assured that Fifth Third Bank takes your feedback seriously, and I appreciate this opportunity to respond to your concernsIf I could be of further assistance, please call me at ###-###-#### or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Alison S.Office of the President Pc: Revdex.com Enclosure: Payment History; Extension Offer

[redacted] [redacted] *** [redacted] *** Date: August 30, Account: [redacted] Regarding Your Mortgage Loan Dear [redacted] : Thank you for contacting the Bank and the Revdex.com regarding your mortgage loanWe appreciate the time you have taken to express your thoughts and concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused youPlease be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the BankI also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfactionWe completed a review of the mortgage loan account ending in ***As you are aware, the spring tax payment was not taken into consideration when the escrow information was calculated at your loan originationWe regret the difficulties and frustration this matter has caused youWe assure you that we have closely reviewed and corrected this information in our internal systemsOn April 21, 2017, Fifth Third disbursed $1,from your escrow account to pay the taxes due for May 10, As previously communicated to you, because of this matter, the Bank credited your escrow account for the $1,on July 20, Although we sympathize with the frustration this matter has caused you, we are not willing to accommodate either of your requests to decrease the monthly payment amount or reimburse you for the loan closing costsWe feel that the compensation in the amount of $1,is sufficient to reverse any negative impact you may have experienced as a result of this matterFor your information, the monthly payment amount is currently $1,232.32, which includes $for principal and interest and $for escrowPlease be advised that your escrow account will be analyzed each year to make sure that the escrow portion of your monthly mortgage payment covers your property taxes and insuranceThank you for your patience while waiting for a responseIf I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, April Q.Office of the President Pc: Revdex.com

[redacted] *** [redacted] ** [redacted] *** Date: August 24, Account: [redacted] Regarding Your Checking Account Dear [redacted] ***: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding your checking accountWe appreciate the time you have taken to express your thoughts and concernsOn behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matterI completed a thorough review of your checking account and confirmed that you have declined Overdraft Coverage for debit card, check, and Automated Clearing House (ACH) transactionsBecause you declined Overdraft Coverage, Fifth Third Bank will not pay transactions if there are insufficient funds to cover themWhen you use a debit card to make a one-time purchase, the merchant processes an immediate authorization to the Bank electronicallyWe then verify in real time whether there are sufficient funds at that moment to cover the transactionIf there are funds available, we approve the authorization and you are able to complete the purchaseIf there are not sufficient funds, we decline the transaction and you are then unable to make the purchaseBecause the one-time debit card purchase was declined, you do not have an overdraft feeIf a one-time debit card transaction is pre-approved because there were sufficient funds at the time of the authorization, but then the transaction posts to the account for a larger amount causing a negative balance, such as a gas station purchase, you do not receive an overdraft fee for that transactionPlease note that this applies to one-time debit card purchases onlyThis is not applicable to recurring debit card purchases or ACH transactionsBecause you declined Overdraft Coverage for ACH transactions and checks as well, we will return any ACH or check transactions as unpaid if there are insufficient funds in the account to cover themPlease note, however, that there is no authorization process to verify ahead of time if there are sufficient funds for checks and electronic payments like there is for a debit cardWe do not know about an outstanding ACH or check until the merchant presents the item to be paid, so there is not an option to decline it like there is with a debit cardAs a result, these kinds of transactions will always post to the accountWhen an ACH or check transaction is returned as unpaid, a returned item fee is assessedAdditionally, the merchant can represent the transaction multiple timesA returned item fee is applicable each time the transaction is presented if it is returned as unpaidThe beginning balance in your checking account on August 15, 2016, was $A $ACH transaction to [redacted] processed to your account that day, resulting in an ending balance of negative ($14.50)Because there were insufficient funds in your account to cover the transaction, and you declined Overdraft Coverage for ACH items, we returned the transaction as unpaid and assessed a $returned item fee the next business dayAdditional ACH transactions have attempted to process from your account since that time, all of which were returned as unpaid per your Overdraft Coverage selectionEach returned item was subject to the return item feeEnclosed are copies of the overdraft notices issued starting from August 15, I understand that you spoke to our Dispute Resolution Department regarding the returned item fees assessed to your accountPlease be advised that Bank fees are not disputable transactionsHowever, you can dispute the transaction that caused the feeThe fee is then included as part of the disputeI confirmed with the Dispute Resolution Department that you have not filed any disputes on your checking accountYou stated in your complaint that the $transaction from Discover was not authorized, and that you paid it from a different accountIf would like to dispute the transaction, or any other transactions, please contact our Dispute Department directly at ###-###-####The Dispute Department is available to assist you Monday through Friday from a.mto p.m., ET, and on Saturday from 8:a.mto p.m., ETI confirmed that the fees charged to your account were charged correctly in accordance with your Overdraft Coverage preferences and Federal RegulationsEnclosed is a copy of the Rules and Regulations applicable to your accountPage three (3) lists the overdraft and returned item fees applicable to all of Fifth Third Bank’s consumer checking accountsWe have previously waived $in fees from your account in the last twelve (12) months as a courtesyAn additional $fee was waived on August 17, We are unwilling to waive additional fees at this timeI am sorry for any frustration this may cause youOn August 19, 2016, $was transferred to the checking account from your checking account ending in After the additional transactions that processed that day, the balance in your checking account on August 19, 2016, was $Joint account holder [redacted] withdrew the $on August 19, 2016, and the checking account was closed the same dayWe appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experiencedIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Shawna TOffice of the President Pc: Revdex.com Enclosure: Overdraft Notices (3), Rules and Regulations

The account is a HSA accountDo you want the account number posted on line ? Thank you [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 resolve my complaint I have attached a proof of how 5/Bank chargesIf yuo see the charge comes next day after 12am - the charge should not be there on same day to nicur nsf feeMy pictures clearly indicate that5/3Bank does not follow their own regulations Regards, [redacted]

[redacted] [redacted] *** [redacted] *** Date: March 14, Account: [redacted] Regarding Your [redacted] Credit Card Dear [redacted] : We received a copy of the follow up complaint you filed with the Revdex.comWe appreciate the time you have taken to document your thoughts and concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused youHowever, the Bank stands by the response conveyed to you in our previous letter dated March 5, Our position on this matter has not changedI have enclosed a copy of that letter for your convenienceIf I could be of further assistance to you, please call me at ###-###-#### or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Adam P.Office of the President Enclosure: Previous Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

We are in receipt of your letter dated November 21, 2016, regarding the informal complaint filed by [redacted] We have had the opportunity to investigate this Complaint and offer the following information.Mr [redacted] contacted Armstrong on October 13, and again on October 25, regarding our data allowance policyOn October 27, 2016, an Armstrong supervisor attempted to contact Mr [redacted] to discuss his concernsUnfortunately, Mr [redacted] was unavailable.With respect to data notifications, Armstrong provides a mobile app and online usage meter to help manage data consumptionAccording to our records, Mr [redacted] currently receives data usage notifications through a Gmail address associated with his accountArmstrong encourages Mr [redacted] to contact our Customer Service Center to discuss other ways to manage his data.Thank you for your attention to this matterPlease feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

[redacted] [redacted] *** [redacted] *** Date: May 17, Account: [redacted] Regarding Your Mortgage Loan Dear [redacted] : We received a copy of the complaint you filed with the Revdex.comI also appreciated the opportunity to speak with youWe are sorry to hear about the difficulties that you have experienced and we appreciate the time you have taken to document your thoughts and concernsWe strive to provide quality service to all of our customers, and I apologize if we failed to meet your expectationsThe Bank paid $3,to [redacted] County on November 3, As we discussed, the Bank was not billed for the remaining portion of your tax billOur research indicates that you were appealing the tax amountWe spoke with the taxing authority on May 5, 2017, after receiving your Revdex.com complaintThey informed us that the appeal was denied and the bill was sent directly to youWhile you paid the amount yourself, we have updated your escrow account to reflect that $3,will be due December 1, The annual escrow analysis for your loan will be in June and any changes to your monthly payment will be communicated to you separately through an Escrow Analysis statementWe also reviewed your concerns regarding the payment of your homeowner’s insurance premiumAlthough we are committed to excellence, mistakes sometimes occurAn internal processing error caused the payment for your insurance premium to be delayedThe prior policy was good through October 28, When we did not receive a bill from the insurance carrier, we contacted them on October 31, 2016, to verify coverage and request the premium notice be faxed to our Insurance Center for paymentWe paid your homeowners insurance premium on November 10, Because Fifth Third Bank maintains a master insurance policy, your property was never exposed and was covered at all timesWe assure you that we have closely reviewed and corrected the issue in our internal systems to avoid any similar problems in the futureThe next annual premium payment is scheduled for October 28, Customers can update their insurance information by fax, by mail, or online at InsuranceServiceCenter.comProperty tax information can be submitted either by fax, or by mailThe Bank’s Customer Service Department does not communicate with customers via email for security reasonsIt was not our intention to cause you any hardship and I apologize for the inconvenience this matter caused youYou are a valued customer and I appreciate this opportunity to address your concernsIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Alison S.Office of the President Pc: Revdex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] Customer called Revdex.com indicating he does not understand why his account has not been adjustedSeeking additional explanation/clarification

[redacted] [redacted] *** [redacted] *** Date: January 26, Account: [redacted] Account: [redacted] Regarding Your Recent Debit Card Dispute Dear [redacted] : We received a copy of the complaint you filed with the Better Business Bureau concerning your recent debit card disputeWe appreciate the time you have taken to document your thoughts and concerns regarding this matterWe would like to offer our sincere apologies for any inconvenience or frustration this matter may have caused youPlease be assured that Fifth Third Bank takes your feedback regarding your experience very seriously, and I have contacted the relevant parties to pass on your concernsWe strive to provide professional and accurate service to our customers, and I regret if the service you received did not meet the same high standardsOn September 13, 2016, a $charge posted to your checking account, the merchant was [redacted] *** [redacted] ***You contacted the Dispute Resolution Department to file a claimThe Dispute Resolution Department opened an investigation on the unauthorized transactionPlease find enclosed a copy of the letter mailed to you on September 16, 2016, informing you of the case number [redacted] This letter also informed you that additional research was required and the investigation may take thirty-one (31) calendar daysFor your convenience we have also enclosed the provisional credit letter mailed to you on November 17, This letter informed you that the Bank had provided you with credit for the full amountIt should be noted, this credit was not permanent, and the investigation was still ongoingOn January 3, 2017, the Dispute Resolution Department closed their investigation and denied your claim that the charge was unauthorizedPlease find enclosed the documentation provided to the Disputes Resolution Department from the merchantThe letter informed you that the provisional credit would be removed from your accountIncluded in the merchant’s documentation is a letter from the merchant dated December 7, In this letter, the merchant states that you were made aware of the $resort fee on two (2) occasionsThe resort fee was disclosed when you made your reservation with [redacted] , and also during your telephone call with the merchant on September 1, The $charge included a $in resort fees, and $for a mirror missing from your roomThe Disputes Resolution Department considers this investigation closedIt was certainly not our intention to cause you any hardship and we appreciate your patience while we researched this matterWe value your relationship and look forward to fulfilling all of your financial needs for years to comeIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Patrick S.Office of the President PC: Revdex.com Enclosure: Letters (2) Merchant Documents

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Fifth Third Bank went above & beyond to resolve my issue Please consider this matter complete Regards, [redacted]

[redacted] *** [redacted] [redacted] *** Date: May 24, Account: [redacted] Regarding Your Installment Loan Dear [redacted] ***: We received a copy of the additional complaint you filed with the Revdex.com concerning your installment loanWe appreciate the opportunity to respond to this matterOn behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration this matter may have caused youHowever, we stand by the response conveyed to you in our previous letter sent to the above address on May 16, Our position on these matters has not changedFor further clarification, this is a simple interest loan and the account activity included the following: [redacted] On February 21, 2016, the loan was funded in the amount of $19, [redacted] The payment we received on April 4, 2016, in the amount of $was applied to the loan as follows: $to the principal balance and $to the interestAfter this payment was applied to the account, the remaining principal balance for the account was $19, [redacted] The payment we received on April 6, 2016, via Auto BillPayer was reversed from the account on April 12, Once this transaction was reversed from the account andreturned to you, the remaining principal balance for the account was $19, [redacted] The payment we received on April 13, 2016, in the amount of $19,was applied to the principal balance of the account, with an effective date of April 12, The remaining principal balance of the account was $ [redacted] On May 6, 2016, the final payoff in the amount of $was processed by Auto BillPayer, and applied to the loan as follows: $to the principal balance and $to the interestPer your previous conversations with the Bank, this payment was backdated to an effective date of April 12, As you mentioned in your complaint, a refund check in the amount of $was sent to you as a result of the backdated payoffThe chart below also explains the account activityPrincipal Date Total Balance Effective Description Amount Principal Interest After 4/12/Payoff $$$4/12/Payment $19,$4/6/Payment Reversal $$$$19,4/6/Auto BillPayer $$$$19,Payment 4/4/Payment via 53.com $$$$19,2/21/Loan Funding $19,$19,Our review of the account determined there was no overpayment madeBecause there was no overpayment, we are unable to accommodate your request for a refundI apologize for any further frustration this may cause youThank you for your patience while we researched this matter for youIf I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, April Q.Office of the President Pc: Revdex.com

[redacted] *** [redacted] [redacted] *** Date: August 17, Account: [redacted] Regarding Your Credit Bureau Reporting Dear [redacted] ***: We received a copy of the follow up complaint you filed with the Revdex.com regarding the information on your credit reportWe appreciate the additional time you have taken to document your thoughts and concerns in this matter, and we sympathize with the difficulties you have experiencedOn July 28, 2016, we received your original complaint filed with the Revdex.comOn August 5, 2016, we received a copy of your follow up complaint filed with the Revdex.comHowever, we stand by the response conveyed to you in the previous letter we sent on August 3, I have enclosed a copy of that prior correspondence for your reviewOur position on this matter has not changedOn April 15, 2016, you contacted our customer service department to inquire about the credit bureau reporting for your accountYou were transferred to the bankruptcy department, who informed you that the Bank would send a request to the credit reporting agencies to update the credit bureau reportingAlthough this request was submitted to the credit reporting agencies, we are unable to dictate what information the credit reporting agencies will reportAs noted in our prior correspondence, the mortgage loan was included in your Chapter Bankruptcy filed on September 14, The Bank is not permitted to report payment information during the bankruptcyYour bankruptcy was discharged in September Our review of the information provided to the credit reporting agencies determined the Bank did begin reporting your account information in However, [redacted] and [redacted] elected not to update the reporting for the account due to the bankruptcy and the time during which the reporting was suspendedAs mentioned in our prior response, [redacted] is reporting your mortgage loan informationPlease note, the Bank is unable to change the decision of [redacted] and [redacted] not to report your mortgage loanIf you would like to contact the credit reporting agencies directly, their contact information is provided below for your convenience: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### I hope this correspondence addresses any outstanding questions you may have had related to this issueWe truly value your business, and we look forward to continuing to serve your financial needsIf I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Patrick S.Office of the President PC: Revdex.com Enclosure: Prior Response