Deposits and withdrawals

After numerous iterations with the bank things were finally resolved as far as the amount of a payment on XXXX/XXXX/16 during a conversation that I had with one XXXX around XXXX. I was told that I would be debited XXXX per month starting XXXX XXXX and that I would be billed XXXX for XX/XX/XXXX and XX/XX/XXXX and that I should not do anything until I receive the new bill. On XX/XX/XXXX ( ~XXXX ) I called again and spoke to one XXXX ( sp? ) who informed me that once the direct debit is set up they will not send a bill – which had been set up in XX/XX/XXXX. I was specifically told that the XXXX/XXXX/16 direct debit would be in the amount of XXXX and that I must send in a payment for XXXX that must be postmarked no later than XXXX/XXXX/16. I remitted the payment as instructed and have proof of payment on or about XXXX/XXXX/16. On XXXX/XXXX/16 I discovered that a unauthorized direct debit in the amount of XXXX had been processed against my checking account. I called the bank ( XXXX, XXXX XXXX requesting that the debit be reversed as it was not an authorized amount and was told that a ticket would be opened and that I would receive a call back within 3-5 days. I explained that this had the potential for overdraft fees to be incurred and requested that the matter be escalated to the executive office : I was told that they would not do so, but would have a supervisor call me. I received a call later that day from XXXX XXXX who also refused to open an executive office compliant, but who gave me an email box that I could complain to. On XXXX/XXXX/16 ( ~XXXX ) I received a call from XXXX telling me that they were processing the refund, but that there was no information as to the form ( I requested that the money be direct deposited to the account that it was taken from – an account within the same bank ) or the timing of said payment. Finally today ( XXXX/XXXX/16 ~XXXX ) I received a call from XXXX informing me that the refund would be issued with a check being cut XX/XX/XXXX or XX/XX/XXXX that we should receive by XX/XX/XXXX or XX/XX/XXXX. I explained that this was unacceptable and that I wanted this matter escalated and was given the name and number of his superior ( XXXX XXXX ) – I called and left a voice message but have not yet heard back.

It is totally unacceptable that a bank of this size should be unable to correct THEIR mistake and that it should take up to 20 days to return funds that were never authorized to have been removed from my account.

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