ComplaintsforDevon Bank

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I'm contacting you because of over $500 worth of unauthorized charges to my bank account. I contacted ********************** regarding this and presented proof of these unauthorized charges. Then I was reimbursed the amounts back to my bank account (so I thought everything was fine).Then suddenly they reversed the charge. I was confused because I was in communication with one team member via email (who was slow to respond). And he was assisting me. But then I get home from the holidays and there's a letter in the mail saying I need to provide more information. But I was under the impression that I didn't need to provide more information.Then Devon Bank reversed the credit to my account. And when I asked why, they said they needed more information about the charges. And when I tried to provide it, they said I could not anymore and that I couldn't appeal this decision.I want my money back. I did not authorize those charges. People can literally just steal from you hundreds of dollars and the bank is doing nothing to help me. They must really hate their customers. :(

  

  Business response

  04/27/2023

  ******************,

  We at Devon Bank strive to provide excellent customer **********************. It is our understanding that you authorized this transaction; however, you were not satisfied with the service provided by the merchant. Due to the authorized status, we verbally requested additional information for Devon Bank to assist in your claim. When we did not receive the requested information, we sent you the letter you mentioned in your complaint. Unfortunately, we cannot continue our investigation into your claim because we still did not receive the necessary information. At this time, we recommend you work directly with the merchant for further assistance. 

  Kindly,
  Devon Bank

  Customer response

  05/08/2023

   
  Complaint: 19982272
  
  I am rejecting this response because:

  
  

  The response from the business is unacceptable. There's no reason why they can't reopen an investigation, especially since I received mixed communication from them during the whole process initially.

  
  

  
  
  Sincerely,
  
  *************************

  

  Business response

  05/12/2023

  ******************,
  
  We at Devon Bank strive to provide excellent customer **********************.  Unfortunately, we cannot reopen this investigation into your merchant dispute due to time limitations.  MasterCard network requires detailed documentation, which was previously communicated to you, but which you never provided to **.   Additionally, the MasterCard network has a time limitation for arbitration of 120 days from the transaction date, which has now passed.
  
  We also feel that your comment that you received mixedcommunication from the bank is unfounded.  We received your initial claim for the merchant dispute on November 10, 2022. We communicated to you that we needed supporting documentation in order to submit your claim through the MasterCard network.  These details were also outlined in the provisional credit letter, dated November 25, 2022, which was sent to you, and which you acknowledged receiving.  That letter also stated that you needed to provide ** with supporting evidence for your claim by December 12, 2022.  None of the documentation we requested from you was provided to **.  On December 28, 2022, the claim was closed, and a letter noting the closure was mailed to the address we had on file.
  
  Since the time limitations have passed, your dispute is with the merchant, not with Devon Bank, and must be handled with them directly outside of the MasterCard network.

  Kindly,

  Devon Bank

  
  

  Customer response

  05/17/2023

   
  Complaint: 19982272
  
  I am rejecting this response. I have attached a screenshot that indicates that I emailed you on December 7 stating that I received your letter in the mail. I had previously submitted evidence, and I emailed you on December 7 to inquire if there was anything else you would like for me to submit, to which I did not receive a timely reply back.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To whom this may concern. It was found as I had a title search on my property ******************************************************************************************** PIN # ****************** that ********************** had issued a chain of title to a couple in 10/2013 that I have NO clue who they are nor how this happened. I have been the sole owner of this property and have not place anyone on it. I would not have known if I had not had the search completed. I made several attempts to call Devon Bank and the calls are disconnected. I sent an email and have not received an response. I really need this matter addressed as this can cause issues in the future if I plan to sell it. I've had this property going on 30 years and have not worked this long to have it caught up in some illegal scams. Please help me get this matter corrected. Thank you ******************************** ************.

  

  Business response

  05/02/2022

  May 2, 2022

   

  We have reached out directly to ************************* to rectify this situation, which appears to have been an error relating to the *** number on her property.  We are in contact with the **** County Recorder of Deeds to correct

  the situation and will follow through until it's resolved satisfactorily.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My name is ***********************. I was seeking Islamic financing with Devon Bank. I started the process ad had a closing date scheduled to buy a house even though the rates were not competitive. I later found out that through my job I could a way better loan ( 3.2 APY % vs 3.8%, closing costs $7,500 vs $12k, origination costs $1,150 vs $1,700 with points). It was a tough decision to make but I had to switch lenders because the closing costs are all out of pocket costs. Because the appraisal was already ordered by Devon Bank, I needed them to transfer it to my new lender. It is possible for banks to transfer the appraisal between lenders as long as the *** requirements are followed. I spoke to the upper level management, my direct contact was ************************************* After waiting for three days for the transfer, I was told that it would not be possible because of the below reasons: (Email from Junaid)"Yes as we discussed Appraisal Transfers are possible. The ******* snap shot is a guideline and not a Legal requirement. As discussed the Financiers have to have the systems set-up at their ends. *************** does as per the requirements that you have forwarded, however we do not at this point."All lenders should have the necessary processes set up to ensure compliance ESPECIALLY if I, the consumer, paid for the appraisal. Devon Bank does not want to transfer the appraisal because they did not like the **** that I SWITCHED lenders. Unprofessional and unfair. Consumers have to be aware of these practices from Devon Bank. To further explain please also reference the last paragraph which states Current Lender has to provide all representatiosn and warranties. That we are unable to do at this point due to the above. Thank you,

  

  Business response

  01/10/2022

  Better Business Bureau, 

  I reached out to *********************** who provided me with the following information in regard to the customer's complaint:

  We issued the report to ******* However, her requirement was that we meet Huntington Bank's 6 step process which is not currently an option with Devon Bank as it entails Rep and Warrant for a file which we are not closing nor are we set for it.
  
  -Yes, the Client paid and was provided the report in a timely manner (no issue there).
  -She sent in a 6 step process/request for us to transfer the report to Huntington bank.
  -Advised in negative can only provide to her.
  -Replied with a ******* Mac Guideline about Appraisal Transfers (which she said was the law) hence my comment about the guideline.

  Please let me know if I can provide you with any further details.

  Thank you,

  Hannah Glinski 

  

  Business response

  01/14/2022

  Dear Better Business Bureau,
  
  Here at Devon Bank, we take customer satisfaction very seriously. We understand that an appraisal is a substantial cost to the customer in the loan origination process, and we would like to apologize for the frustration the customer has recently experienced. We have every desire to meet the customers needs and provide the best solution available to resolve this issue as soon as possible. Although we are not set up for it, we are currently attempting to meet the requirements provided by the ******* Mac guidelines to deliver the appraisal to the customers desired institution. We will follow up with the Better Business Bureau once we reach a conclusion.Thank you.
  
  Sincerely,
  Devon Bank

  Customer response

  01/18/2022

   
  Complaint: 16439334
  
  I am rejecting this response because:

  I feel more inclined to reject this response because the guidelines to follow have been quite literally attached to the complaint. This is simply an appraisal transfer that the new bank, Huntington, will accept under the guidelines I sent. Please see below with my comments highlighted in green. 

  Devon Bank seems to be trying to look into this furthermore which I appreciate but time is of the essence here. I need Devon Bank to act fast to resolve this issue the quickest way possible. I appreciate Devon Bank's willingness to help me sort this out and I trust that they will resolve it in all fairness. 

  "The following items will be needed to transfer the appraisal to Huntington:

   

  1. We will need the 1st generation PDF and XML file of the report. (this is the report that appraiser sent directly to the previous lender) The report cannot be a black and white copy. Self explanatory.

  2. The report must be in just your name as the buyer. My name. 

  3.  Product type of loan must be the same so must be an appraisal for a conventional loan.  The report must be AS IS and not subject to completion or repairs. My new loan with Hunington is conventional with 3% down  just like the one with Devon. No changes needed here.

  5. The report must be dated within 120days. The appraisal was received in January 2022 or late December 2021 so we are ok here.

  6. A letter of transfer from the previous lender. The Letter will need to include the following items with no exceptions. This is a legal requirement. This is just a letter Devon Bank has to send.

  a.    Borrowers Name and Address

  b.    Signed and dated on Previous lenders letterhead.

  c.     Report followed AIR requirements.

  d.    Appraisal is being transferred to Huntington. (It will need to show Huntingtons name)"

   

   

  Please see snip below taken directly from ******* Mac's website:Appraiser Independence Requirements FAQ - ******* Mac Single-Family

  
  
  Sincerely,
  
  ***********************

  

  Business response

  01/18/2022

  Dear Better Business Bureau,
  
  We received a subsequent response from the customer. She was satisfied with the outcome of the matter; hence weve reached a resolution and consider this case closed.
  
  Thank you,
  Devon Bank

  Customer response

  01/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩