Access to the Revdex.com portal was received on 12/2/15. The individual responsible left the organization and did not respond to the complaint. Based on our research into this complaint, we found that the Aspiration account for *** *** was closed on 10/and a check for the account
balance of $was sent to the customer
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I reject that statement made by Radius Bank in reference to they asked for documentation muiltable times. Radius Bank asked me one time and responded and sent documentation to them on July 29,2016 and Radius Bank representative [redacted] sent me a email August 1 ,2016 stating that they have received my documents of proof that the funds was mine in my account there at Radius Bank and that the funds was legal. I have copies of emails stating this and documentation from [redacted] of which I did send already. I will send copies of proof of my funds which was in my account and that they was mine.
Regards,
[redacted]
November 3, 2017 [redacted] [redacted] RE: Compliant # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint concerning your interactions with Radius Bank. We appreciate the opportunity to address your...
concern. As there is a discrepancy between the address provided to the Revdex.com in your complaint and the address of record, I am not able to discuss the specifics of your account. However in general when there is need to verify the source of funds for an account, there is a request to the customer to provide information indicating how they came into possession of the funds in question. A bank account statement showing the transfer of the indicated funds does not evidence the source of funds. We thank you for allowing us to respond your concern. If you do have any further questions, please contact us at 1-[redacted] where we can verify your identity and provide further assistance. [redacted] Compliance
Mr. [redacted],Our previous correspondence stands and explains the situation. After review of the communications, at no time were any representatives inappropriate or rude.Have a pleasant day.Respectfully,Radius Bank
Dear Ms. [redacted]: We are in receipt of your complaint concerning your recent account activity. We appreciate the opportunity to address your concern. Your Radius Bank account was closed effective January 18, 2017. Attached is a copy of the letter sent to you. Under...
the Terms and Conditions of the Personal Account Agreement; … We may also close this account at any time upon reasonable notice to you and tender of the account balance personally or by mail. Items presented for payment after the account is closed may be dishonored. When you close your account, you are responsible for leaving enough money in the account to cover any outstanding items to be paid from the account. Reasonable notice depends on the circumstances, and in some cases such as when we cannot verify your identity or we suspect fraud, it might be reasonable for us to give you notice after the change or account closure becomes effective. For instance, if we suspect fraudulent activity with respect to your account, we might immediately freeze or close your account and then give you notice. … We thank you for allowing us to respond your concern. If you do have any further questions, please contact us at 1-[redacted]. [redacted] Compliance
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
January 1, 2018 [redacted], AL RE: Complaint #[redacted] Dear Ms. [redacted]: We are in receipt of your customer complaint letter concerning your interactions with Radius Bank. We appreciate the opportunity to address your concerns. Our records indicate...
that you opened an Essential checking account with us on December 4, 2017. At the time of account open, the account was funded with $10.00. On December 14, 2017 you made a point of sale transaction in the amount of $6.70, leaving a balance of $3.30 in the account. Per our account opening disclosures, Essential checking accounts are subject to a $9.00 monthly fee, however as you sent a secure message on December 4, 2017 requesting the closure of your account, this fee as not been assessed. Unfortunately there was a delay in processing your account disclosure request, however as of December 28, 2017 your account is closed and the remaining $3.30 in the account is being remitted to you via check to your address of record. We apologize for the delay any inconvenience you may have incurred, If you have any further questions please do not hesitate to contact Customer Service @ ###-###-####, via online chat @ www.radiusbank.com Respectfully, Risk Management
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
SORRY FOR THE LATE RESPONSE MY MOTHER IS IN HOSPITAL. I would like to know why the letter of explanation coming now,WHY WASN'T IT SEND IN JULY OF 2016 WHEN I REQUESTED IT FROM RADIUS BANK AND WHY DID I USE MY ATM CARD 4TIMES TO WITHDRAW FUNDS FROM MY ACCOUNT IF MY FUNDS WAS FRAUDULENT THAT'S WHAT RADIUS BANK SAID AND HOW COME I DIDN'T RECEIVE MY CHECK BOOK OF WHICH I ASKED FOR JULY 24,2016 .I SENT RADIUS BANK PROOF OF WERE FUNDS CAME FROM AND WROTE LETTERS TO RADIUS BANK AND [redacted] CONTACT RADIUS BANK AS WELL TO CONFIRM THAT MY FUNDS IN MY ACCOUNT WITH THEM WAS GOOD AND CAME FROM FAMILY AND THAT IT WAS NOT FRAUDULENT. I HAVE DATES OF EMAILS AND PHONE CALLS THAT I MADE SINCE JULY 2016-WHEN MY ACCOUNT WAS PUT ON HOLD AFTER I USED MY ATM CARD. I EMAILED AND CALLED A NUMEROUS TIMES BUT I WAS BEING AVOIDED. IF MY FAMILY'S FUNDS WAS FRAUDULENT WHY DID RADIUS BANK EXCEPTED IT? WHY DIDN'T RADIUS BANK SEND THE FUNDS BACK WERE IT CAME FROM WHICH WAS [redacted] IF THEY WASN'T GOING TO RELEASE THE FUNDS TO ME . THE FUNDS WAS NOT RADIUS BANK'S IN THE FIRST PLACE. AND IM SURE THAT THE FEES AND OR ETC. DID NOT COST THE WHOLE AMOUNT OF MY FUNDS THAT WAS A VERY LARGE AMOUNT SOMETHING IS KUST NOT RIGHT WITH THIS?IM NOT SURE HOW TO SEND MY PROOF TO Revdex.com. I CAN SEND TO A EMAIL PLEASE LET ME HOW TO SEND TO YOU. I HAVE MY COPY OF COMPLAINT MADE 2/1/17. TO FEDERAL RESERVE AS WELL AGAINST RADIUS BANK.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
[This bank is full of crock and can keep thier fake [redacted] apology. Its funny they mentioned me being disrespectful but had no problem disrespecting me on the phone and being rude to me after THEY screwedup.I hate this bank and will never again do business with them.they are racist [redacted] in racist [redacted] boston massachussetts
Regards,
[redacted]
December 14, 2017 [redacted] RE: Complaint #[redacted] Dear Mr. [redacted]: We are in receipt of your customer complaint letter concerning your interactions with Radius Bank. We appreciate the...
opportunity to address your concerns. Our records indicate that you opened an Essential checking account with us on November 30, 2017. At the time of account open, the account was funded with $10.00. On December 5, 2017 you deposited a check via bank by mail in the amount of $8,433.36 and a subsequent check via mobile banking in the amount of $415.05 on December 8, 2017. Per our account opening disclosures, Essential checking accounts are subject to the following funds availability timeframes: For Essential Checking accounts. All deposits (with the exception of ACH and wire transfers) will be subject to a five (5) day hold. This will delay your ability to withdraw funds. We received documentation from you on December 12, 2017 that we were able to use to verify the source of funds for the $8433.36 deposit. As of the morning of December 13, 2017 your account is fully functional with all deposited funds available. A Bank representative phoned you the morning of December 13, 2017 to let you know that your funds were available. We take fraud very seriously at Radius and utilize multiple levels of controls and authentication/verification to ensure our customers funds and access to those funds. We appreciate your cooperation in providing the information requested. We apologize for the delay in access to your account and any inconvenience you may have incurred, If you have any further questions or if I can assist you, please do not hesitate to contact Customer Service @ 1-[redacted], via online chat @ [redacted], or via secure email. Respectfully, Risk Management
March 28, 2017 Mr. [redacted] [redacted] RE: Compliant # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint concerning your recent calls to our Call Center. We appreciate the opportunity to...
address your concern. We understand there was an issue with our check vendor, as you requested your checks to start with #[redacted] and not #[redacted]. We apologize for this issue and that your original check number request did not result in the correct printing of your checks. Typically it takes 7-10 business days for new checks to be received, however we do everything possible to try and expedite the delivery of check orders. We can understand your frustration with not having received the correctly number checks. Our Customer Service Associate was attempting to contact our vendor and have their representative conferenced in to the conversation during your February 28, 2017 call. This is the reason you were put on hold so that contact with the check vendor could be made. We do apologize if there was misunderstanding as to why you were put on hold. Over the next few days there were interactions with one of our Customer Service Advisors, two Supervisors, and the Call Center Manger. In all of these interactions the Bank representative attempted to provide information and explanation of the situation to you, however due to the disrespectful manner of your interaction, the decision was made to terminate your relationship with the Bank. Mr. [redacted] we continue to apologize for the issue with your checks. However the subsequent interactions with our employees and the manner in which you spoke to them resulted in decision to close your accounts. I can assure you that we do not make such decisions lightly and in no way was the decision racially motivated. We thank you for allowing us to respond your concern. If you do have any further questions, please contact us at 1-[redacted]. [redacted] Compliance
Please note the letter was mailed from our Boston office on the date indicated via regular US Mail. In addition, a copy was sent to Ms. [redacted] yesterday via regular US Mail.
August 23, 2015 Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont [redacted] Cc: [redacted] [redacted]. ...
[redacted] Re: [redacted] - Revdex.com Complaint # [redacted] To whom it may concern: In response to the subject complaint, members of the Radius Bank customer service department have been in touch with our client, [redacted], to follow up the Revdex.com complaint and to resolve the client’s issue. The client had posted a change of address in our on-line banking feature; however, the address had not updated in our core records. The client was understandably frustrated because she believed that she had correctly updated her address in our system. We have now resolved this client’s issue through direct contact and we have accurately updated her address in our core records and restored full functionality to her account. Unfortunately, this is a known issue, the root cause of which is that the “profile update option” was turned on in on-line banking when it should not have been. This error by the bank allowed the customer to change her address in on-line banking, but that system did not notify Customer Service of the change, nor did it update our core system address record where her address record is actually stored. While we are working to develop a resolution of this issue, we have turned off the profile update option in on-line banking because it was needlessly confusing to our clients. We believe that we have now addressed our client’s complaint and we appreciate your bringing this issue to our attention. Radius Bank, [redacted]
HelloAs a matter of Radius Bank policy, the bank does not accept trusts as beneficiaries of deposit accounts. In addition, per bank policy, electronic transfers are limited to $5,000 each day. As for the desired settlement, the customer has requested that their account be closed...
with a check issued for the balance of $255,026.67. With regard to the resolution, Customer Service worked with the client on April 6th to obtain wire instructions. On April 7th, the account was closed and all remaining funds were wired to the account holder, Ms. [redacted].Thanks
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
Interesting how it's alright for the bank to treat me in an "inappropriate manner", but when I return the favor, they get all bent out of shape.First off, I being transferred, it was a cold transfer, and the new agent was not aware of the issue. I was not aware of this, and would ask why they were asking me for information i'd already provided. About this time, the agent would get rude and demanding, and then they would find out that i'm not the one to get rude or demanding with.It all went downhill from there, but the big idea here is that it's not okay to abuse, harass, or mistreat your customers, and i'll be sure to live that every single day.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business. It addresses their computer error but not the incredibly poor customer service of their front line customer agents who refused to update it. It took a follow call and a lot of hold time on my part to reach a manager who finally fixed it after I filed my complaint. The issue is resolved, but Radius needs to retrain their front line to be actually providing service rather than challenging their customers.
Regards,
[redacted]
Access to the Revdex.com portal was received on 12/2/15. The individual responsible left the organization and did not respond to the complaint. Based on our research into this complaint, we found that the Aspiration account for *** *** was closed on 10/and a check for the account
balance of $was sent to the customer
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I reject that statement made by Radius Bank in reference to they asked for documentation muiltable times. Radius Bank asked me one time and responded and sent documentation to them on July 29,2016 and Radius Bank representative [redacted] sent me a email August 1 ,2016 stating that they have received my documents of proof that the funds was mine in my account there at Radius Bank and that the funds was legal. I have copies of emails stating this and documentation from [redacted] of which I did send already. I will send copies of proof of my funds which was in my account and that they was mine.
Regards,
[redacted]
November 3, 2017 [redacted] [redacted] RE: Compliant # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint concerning your interactions with Radius Bank. We appreciate the opportunity to address your...
concern. As there is a discrepancy between the address provided to the Revdex.com in your complaint and the address of record, I am not able to discuss the specifics of your account. However in general when there is need to verify the source of funds for an account, there is a request to the customer to provide information indicating how they came into possession of the funds in question. A bank account statement showing the transfer of the indicated funds does not evidence the source of funds. We thank you for allowing us to respond your concern. If you do have any further questions, please contact us at 1-[redacted] where we can verify your identity and provide further assistance. [redacted] Compliance
Mr. [redacted],Our previous correspondence stands and explains the situation. After review of the communications, at no time were any representatives inappropriate or rude.Have a pleasant day.Respectfully,Radius Bank
Dear Ms. [redacted]: We are in receipt of your complaint concerning your recent account activity. We appreciate the opportunity to address your concern. Your Radius Bank account was closed effective January 18, 2017. Attached is a copy of the letter sent to you. Under...
the Terms and Conditions of the Personal Account Agreement; … We may also close this account at any time upon reasonable notice to you and tender of the account balance personally or by mail. Items presented for payment after the account is closed may be dishonored. When you close your account, you are responsible for leaving enough money in the account to cover any outstanding items to be paid from the account. Reasonable notice depends on the circumstances, and in some cases such as when we cannot verify your identity or we suspect fraud, it might be reasonable for us to give you notice after the change or account closure becomes effective. For instance, if we suspect fraudulent activity with respect to your account, we might immediately freeze or close your account and then give you notice. … We thank you for allowing us to respond your concern. If you do have any further questions, please contact us at 1-[redacted]. [redacted] Compliance
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
January 1, 2018 [redacted], AL RE: Complaint #[redacted] Dear Ms. [redacted]: We are in receipt of your customer complaint letter concerning your interactions with Radius Bank. We appreciate the opportunity to address your concerns. Our records indicate...
that you opened an Essential checking account with us on December 4, 2017. At the time of account open, the account was funded with $10.00. On December 14, 2017 you made a point of sale transaction in the amount of $6.70, leaving a balance of $3.30 in the account. Per our account opening disclosures, Essential checking accounts are subject to a $9.00 monthly fee, however as you sent a secure message on December 4, 2017 requesting the closure of your account, this fee as not been assessed. Unfortunately there was a delay in processing your account disclosure request, however as of December 28, 2017 your account is closed and the remaining $3.30 in the account is being remitted to you via check to your address of record. We apologize for the delay any inconvenience you may have incurred, If you have any further questions please do not hesitate to contact Customer Service @ ###-###-####, via online chat @ www.radiusbank.com Respectfully, Risk Management
Hi-We are currently looking into the matter and hope to have a resolution soon.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
SORRY FOR THE LATE RESPONSE MY MOTHER IS IN HOSPITAL. I would like to know why the letter of explanation coming now,WHY WASN'T IT SEND IN JULY OF 2016 WHEN I REQUESTED IT FROM RADIUS BANK AND WHY DID I USE MY ATM CARD 4TIMES TO WITHDRAW FUNDS FROM MY ACCOUNT IF MY FUNDS WAS FRAUDULENT THAT'S WHAT RADIUS BANK SAID AND HOW COME I DIDN'T RECEIVE MY CHECK BOOK OF WHICH I ASKED FOR JULY 24,2016 .I SENT RADIUS BANK PROOF OF WERE FUNDS CAME FROM AND WROTE LETTERS TO RADIUS BANK AND [redacted] CONTACT RADIUS BANK AS WELL TO CONFIRM THAT MY FUNDS IN MY ACCOUNT WITH THEM WAS GOOD AND CAME FROM FAMILY AND THAT IT WAS NOT FRAUDULENT. I HAVE DATES OF EMAILS AND PHONE CALLS THAT I MADE SINCE JULY 2016-WHEN MY ACCOUNT WAS PUT ON HOLD AFTER I USED MY ATM CARD. I EMAILED AND CALLED A NUMEROUS TIMES BUT I WAS BEING AVOIDED. IF MY FAMILY'S FUNDS WAS FRAUDULENT WHY DID RADIUS BANK EXCEPTED IT? WHY DIDN'T RADIUS BANK SEND THE FUNDS BACK WERE IT CAME FROM WHICH WAS [redacted] IF THEY WASN'T GOING TO RELEASE THE FUNDS TO ME . THE FUNDS WAS NOT RADIUS BANK'S IN THE FIRST PLACE. AND IM SURE THAT THE FEES AND OR ETC. DID NOT COST THE WHOLE AMOUNT OF MY FUNDS THAT WAS A VERY LARGE AMOUNT SOMETHING IS KUST NOT RIGHT WITH THIS?IM NOT SURE HOW TO SEND MY PROOF TO Revdex.com. I CAN SEND TO A EMAIL PLEASE LET ME HOW TO SEND TO YOU. I HAVE MY COPY OF COMPLAINT MADE 2/1/17. TO FEDERAL RESERVE AS WELL AGAINST RADIUS BANK.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
[This bank is full of crock and can keep thier fake [redacted] apology. Its funny they mentioned me being disrespectful but had no problem disrespecting me on the phone and being rude to me after THEY screwedup.I hate this bank and will never again do business with them.they are racist [redacted] in racist [redacted] boston massachussetts
Regards,
[redacted]
December 14, 2017 [redacted] RE: Complaint #[redacted] Dear Mr. [redacted]: We are in receipt of your customer complaint letter concerning your interactions with Radius Bank. We appreciate the...
opportunity to address your concerns. Our records indicate that you opened an Essential checking account with us on November 30, 2017. At the time of account open, the account was funded with $10.00. On December 5, 2017 you deposited a check via bank by mail in the amount of $8,433.36 and a subsequent check via mobile banking in the amount of $415.05 on December 8, 2017. Per our account opening disclosures, Essential checking accounts are subject to the following funds availability timeframes: For Essential Checking accounts. All deposits (with the exception of ACH and wire transfers) will be subject to a five (5) day hold. This will delay your ability to withdraw funds. We received documentation from you on December 12, 2017 that we were able to use to verify the source of funds for the $8433.36 deposit. As of the morning of December 13, 2017 your account is fully functional with all deposited funds available. A Bank representative phoned you the morning of December 13, 2017 to let you know that your funds were available. We take fraud very seriously at Radius and utilize multiple levels of controls and authentication/verification to ensure our customers funds and access to those funds. We appreciate your cooperation in providing the information requested. We apologize for the delay in access to your account and any inconvenience you may have incurred, If you have any further questions or if I can assist you, please do not hesitate to contact Customer Service @ 1-[redacted], via online chat @ [redacted], or via secure email. Respectfully, Risk Management
March 28, 2017 Mr. [redacted] [redacted] RE: Compliant # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint concerning your recent calls to our Call Center. We appreciate the opportunity to...
address your concern. We understand there was an issue with our check vendor, as you requested your checks to start with #[redacted] and not #[redacted]. We apologize for this issue and that your original check number request did not result in the correct printing of your checks. Typically it takes 7-10 business days for new checks to be received, however we do everything possible to try and expedite the delivery of check orders. We can understand your frustration with not having received the correctly number checks. Our Customer Service Associate was attempting to contact our vendor and have their representative conferenced in to the conversation during your February 28, 2017 call. This is the reason you were put on hold so that contact with the check vendor could be made. We do apologize if there was misunderstanding as to why you were put on hold. Over the next few days there were interactions with one of our Customer Service Advisors, two Supervisors, and the Call Center Manger. In all of these interactions the Bank representative attempted to provide information and explanation of the situation to you, however due to the disrespectful manner of your interaction, the decision was made to terminate your relationship with the Bank. Mr. [redacted] we continue to apologize for the issue with your checks. However the subsequent interactions with our employees and the manner in which you spoke to them resulted in decision to close your accounts. I can assure you that we do not make such decisions lightly and in no way was the decision racially motivated. We thank you for allowing us to respond your concern. If you do have any further questions, please contact us at 1-[redacted]. [redacted] Compliance
Please note the letter was mailed from our Boston office on the date indicated via regular US Mail. In addition, a copy was sent to Ms. [redacted] yesterday via regular US Mail.
August 23, 2015 Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont [redacted] Cc: [redacted] [redacted]. ...
[redacted] Re: [redacted] - Revdex.com Complaint # [redacted] To whom it may concern: In response to the subject complaint, members of the Radius Bank customer service department have been in touch with our client, [redacted], to follow up the Revdex.com complaint and to resolve the client’s issue. The client had posted a change of address in our on-line banking feature; however, the address had not updated in our core records. The client was understandably frustrated because she believed that she had correctly updated her address in our system. We have now resolved this client’s issue through direct contact and we have accurately updated her address in our core records and restored full functionality to her account. Unfortunately, this is a known issue, the root cause of which is that the “profile update option” was turned on in on-line banking when it should not have been. This error by the bank allowed the customer to change her address in on-line banking, but that system did not notify Customer Service of the change, nor did it update our core system address record where her address record is actually stored. While we are working to develop a resolution of this issue, we have turned off the profile update option in on-line banking because it was needlessly confusing to our clients. We believe that we have now addressed our client’s complaint and we appreciate your bringing this issue to our attention. Radius Bank, [redacted]
HelloAs a matter of Radius Bank policy, the bank does not accept trusts as beneficiaries of deposit accounts. In addition, per bank policy, electronic transfers are limited to $5,000 each day. As for the desired settlement, the customer has requested that their account be closed...
with a check issued for the balance of $255,026.67. With regard to the resolution, Customer Service worked with the client on April 6th to obtain wire instructions. On April 7th, the account was closed and all remaining funds were wired to the account holder, Ms. [redacted].Thanks
I was told I don't have any personal accounts open? How do I get access to the personal account?
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
Interesting how it's alright for the bank to treat me in an "inappropriate manner", but when I return the favor, they get all bent out of shape.First off, I being transferred, it was a cold transfer, and the new agent was not aware of the issue. I was not aware of this, and would ask why they were asking me for information i'd already provided. About this time, the agent would get rude and demanding, and then they would find out that i'm not the one to get rude or demanding with.It all went downhill from there, but the big idea here is that it's not okay to abuse, harass, or mistreat your customers, and i'll be sure to live that every single day.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business. It addresses their computer error but not the incredibly poor customer service of their front line customer agents who refused to update it. It took a follow call and a lot of hold time on my part to reach a manager who finally fixed it after I filed my complaint. The issue is resolved, but Radius needs to retrain their front line to be actually providing service rather than challenging their customers.
Regards,
[redacted]