Consumer complaint received 2020-02-04
Company: UNITED COMMUNITY BANK
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with the payoff process at the end of the loan

Complaint:
Background Information We have had accounts ( checking, savings, mortgage, personal lines of credit ) at United Community Back for over a decade. We never had any issues with this bank until XXXX XXXX took over as branch manager. My first experience with XXXX was with my personal line of credit renewal in XX/XX/2019.  She completely messed up the renewal with the wrong interest rate which led to interest fees being incorrect and it snowballed from there. Getting this corrected took over a month so my wife and I complained about the level of service. After our complaint our level of service was even worse but due to our entire portfolio ( personal and business ) being at this bank we decided to stay because to change banks would have been a MAJOR undertaking. 

XX/XX/2019 My daughter and I entered United Community Bank to open 2 new business accounts and we were told to have a seat by the tellers and that a rep would be available shortly. Meanwhile the whole time we were sitting around ( over 30 minutes ) all of the reps were in their office either eating or on their cell phones. I was told by a teller that XXXX would be handling our request to open new accounts and to sit tight. 

XXXX finally called us into her office and I told her that I did not appreciate having to wait over 30 minutes to be seen, especially when there were reps available to help us. She did not care for that and told me because I did not like UCB that she was going to close my accounts.

I immediately told her that I did not want to close my accounts but she then asked my daughter and myself to leave the bank. We were stunned but left as requested. 

Never were we disrespectful or mean spirited, we just told her of our frustration. 

XX/XX/2019 We received a letter ( attached ) from their VP and Lead Counsel, XXXX XXXX, that all of our accounts were being closed and that NO CONTACT WITH THE BANK of ANY TYPE after XX/XX/XXXX. 

We immediately called the bank and I was able to speak with a personal banker ( XXXX XXXX ) but he was not permitted to say anything about our accounts other than they would be closed and we would receive final invoices and distribution of funds. I specifically asked about my signature line of credit and was told that the account would be closed and we would be sent a final invoice. 

We waited and waited for the invoice but nothing ever came and because we were not permitted any communications with the bank ( see the letter ) we could not contact them to get this settled. 

We figured the bank had yet again made a mistake and we figured sooner or later we would receive the invoice or it would sent to collections or some type of communications to settle this debt. 

XX/XX/2019 My wife and I made application for a construction loan and was turned down and received news from our vendor that there was a write off from United Community Bank for my line signature line of credit. 

My credit rating dropped from over 800 into the low 600 's. 

XX/XX/2019 I contacted XXXX XXXX via email and requested help getting this resolved. He responded by telling me " Mr. XXXX, I am receipt of your email and will check with your lender about your concerns before responding with more information. Thank you. '' We waited and no response ( see attached ). 

XX/XX/2019 I again contacted XXXX XXXX. Again no response ( see attached ). 

XX/XX/2019 I again contacted XXXX XXXX. Again no response ( see attached ). 

In Summary United Community Bank and XXXX XXXX never sent an invoice, never sent us to collections, never even tried to communicate with us to get this paid. The banks action has caused us time, money and immeasurable amounts of stress and grief. We literally can not do anything financially due to my credit rating.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation