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Richard Zombeck

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Eastern Bank Reponds to Customer Complaint by Complaining about Customer and Why We Need Occupy Wall Street

Posted: 10/03/11 05:50 PM ET

By now almost everyone has heard about Bank of America's new five dollar charge for using a debit card. It should come as no surprise that the banks would spin it as the fault of the Durbin rule that regulates excessive charges, but make no mistake those charges were always there - we just couldn't see them before.

As Kevin Drum from Mother Jones points out, "So yes: the new fees are annoying. But that's a feature, not a bug, because now they're right up front in black and white, which means that consumers will see them and can be properly outraged (or not) by them."

Citibank has also joined the party by charging $20 for checking if your balance falls below $15,000.

An amount obviously calculated as unattainable by most families, allowing the bank to maximize the amount junk fees they can collect.

While most people in this country are struggling with unemployment, foreclosure, and the choice of paying a bill or putting food on the table Wall Street continues to harvest what is left of the rotting fruit. The other 99 percent of us have become the peasant class.

The peasants, in the meantime, have taken to the streets to show their displeasure with, among a litany of other causes, the pillaging of the middle and lower classes in what has been described as economic terrorism.

According to an AP article the movement is not only growing, it's not going away anytime soon.

"The Occupy Wall Street demonstration started out last month with fewer than a dozen college students spending days and nights in Zuccotti Park. It has grown significantly, both in New York City and elsewhere as people across the country, from Boston to Los Angeles, display their solidarity in similar protests."

Of course, the response, as always, is to throw money at the annoyance.
Take JPMorgan Chase's recent donation of an unprecedented $4.6 million to the NYPD.

It's not only the largest donation in history to the foundation; it actually makes up about 4 percent of the total donations the foundation has collected in its entire 40 years.

Chase Bank's $4.6 million is certainly more than any donation to the police or fire department during the Wall Street cleanup after 9/11 or during the recent hurricane and it's come ironically close in time to when 700 protester were arrested in Brooklyn on their way to Chase Manhattan Plaza. At the very least they've identified which debris needs to be cleaned up.

Incidentally, Chase has also recently invested $400 million in Twitter - the protester's preferred means of communication.

But why throw money at the annoyance when you can more easily throw contempt and arrogance around?

The reaction by Wall Street' aristocracy to the protest is not surprising - at least not historically.

Disdain, contempt, ridicule, and the basic "let them eat cake" attitude towards the protests and outrage seems to be pretty typical and historically accurate. Gawker reported this quote from our aristocracy:

"These guys are so pathetic and it was awesome watching them get dragged around and whooped by cops. Hey dumb non tax paying hippies.. You are costing people who actually have jobs more money by making 400 extra police occupy lower manhattan (sic) for two weeks ... Can't wait to see you Guys tomorrow - I'll be the guy handing out hippie muffins for free with laxatives baked in so after you shit yourselves uncontrollably we will spray you with champagne like we won a championship game. Only if you haven't been arrested for being a duche(sic) before that"

All this while sipping "Good Riddence" champagne, snapping pictures, and pointing at laughing at the protesters from their balconies.

Read the whole piece, it really is inspiring.

What seems to be lost on the partiers however, is that historically this attitude ended with a few aristocratic beheadings.

As one protester, Alexander Holmes, told HuffPo after being arrested, that if anyone thought "15 hours of no food, no water and a jail experience that is not enjoyable would deter us," they were "completely mistaken."

The contempt, hubris and disdain for the average working stiff has become all too common among the rich and powerful. The overall consensus seems to be that the rest of us are going to have to accept that this is the way it is and we should just shut up and take it.

I recently wrote about my experiences cashing a foreign bank check after the death of my godmother in France.

In the piece I speculated that Eastern bank was delaying my funds in order to "play the float"-- where a bank holds your money, watches the ever fluctuating exchange rate, dumps it into your account at the lowest possible time and pockets the difference.

As I suspected, when I finally receive my money I lost a considerable amount of it to them. The exchange rate, after holding my check for five weeks, was considerably lower than any exchange rate posted during the dates they had my check.

I filed complaints with Attorney General's office, the Fed, the FDIC, the OCC, and the Division.

I questioned why a bank (in the 21st century) would need to hold a check for 6-8 weeks - particularly a check written directly from a bank as large as Credit Lyonnais in France (the second largest bank in the French system and the 16th largest in the world). I also questioned what exchange rate I could expect.

Rather than address my concerns, Eastern Bank's response to the FDIC was instead to complain about me. In a three page letter, on behalf of the CEO Richard Holbrook, Vice President Joseph Riley, whom I never dealt with, essentially whines about my attitude and how difficult I was with all my pesky questions. You'd think that I had violated some customer agreement by having the audacity to ask what they were doing with my money.

Not once in the three pages do they address why it took them so long or why no one I spoke to could give me the exchange rate I could expect. To date I have no legitimate response as to how they came to the ridiculously low and apparently arbitrary exchange rate.
Mr. Riley writes in his letter to the FDIC:

During the timeframe defined as from Eastern bank's receipt of the check until July 25th, Mr. Zombeck was also calling Eastern bank's Customer Service Center inquiring into the status of his check collection. Specifically, he called on June 27th and 28th and July 11, 13th and 25th. All of those interactions involve the same line of questioning that is summarized above and to which he received the same answers.

The answer Mr. Riley refers to however, over and over again was: "We don't have an answer."
Mr. Riley and Mr. Holbrook apparently see this as perfectly acceptable response. Basically their way of saying to a customer, "Screw you. You'll take what we give you. What we do with your money is none of your business."

The reaction and hubris are consistent with the rest of the larger banks and the contempt is palpable.

I read an article on Yahoo news shortly after the incident while I was shopping for a new bank:

Dissatisfied customers will be able to switch banks more easily by signing just one form under an initiative announced by the federal government. [C]ustomers would sign one form that authorizes their new financial institution to do all the work for them. The new institution would transfer all automatic transactions and inform associated creditors and debtors about the new account details.

"This initiative will give consumers the power to easily switch to another bank, building society or credit union if their existing institution isn't providing good value and service," Mr. Swan said in a statement.

Unfortunately it's about a new service that Australia's Treasury is providing. That's right; a country essentially started by criminals looks out for its consumers while this country helps its criminals screw consumers.

I may be little more than annoyance to Eastern Bank - not even worth a phone call or an explanation. The protests across the country are, it would appear, also an annoyance. Some have made the point that the protests have no direction, no defined goal, and no clear list of demands. I would submit that there is too much at stake to take aim at one issue. The frustration and helplessness that comes from being told time and time again that this is the way it is and we should just accept has come to a boiling point.

I moved my money out of Eastern Bank to a credit union. And so far it's been a painless and, for the most part, pleasurable experience. The bank's manger answers my calls, they reimburse me for foreign ATM fees, and I don't' have a bunch of weird inexplicable charges randomly appearing on my statement.

I suggest you do the same and stop being harvested one $20 charge at a time. Start there and then lend your support to the people camping out on your behalf demanding change. Any change. I'm with #occupywallstreet here. Any change would be better than the status quo.

 

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05:36 PM on 10/04/2011
This is the You Tube statement of purpose by D Alexander Holmes, whom you quote in your article. Alex has been a part of Occupy Wall Street since day one and exemplifies the spirit of open congress and this movement. (He's my nephew)
http://youtu.be/EQIHwlnb1k4
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halfpricefaustian
Voted for Obama. Waiting for Godot.
04:47 PM on 10/04/2011
"stop being harvested". That's the best description I've heard yet.
10:14 PM on 10/03/2011
I love the approach, pull your money out of all the banks so they might fail, but I'm just curious, will government bail them out again? Also you can't honestly believe Dodd-Frank doesn't impact the banks financially. As I told a House member years ago, every regulation you pass that raises my costs, forces me to eliminate jobs to offset the cost, which I'm unable to pass along. If you can raise revenues (fees), then you do it, or you reduce the workforce. The government has the banks so tied up they can't win, they can't loan money because they need it on the balance sheet and they can't raise fees to offset new costs due to regulations.
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cats530
Valar morghulis
01:37 PM on 10/04/2011
Wow, are you a bankster apologist or something? I suggest reading, "It Take a Pillage" by Nomi Prins. After reading it, you might sing a different tune.
10:53 PM on 10/04/2011
No, I've worked in industry for nearly forty years, and have seen the downside of all the government regulations. So, in addition to having a business degree, I know from experience, when it says the regulations will cost more, or they are seriously flawed, I believe it. I will check into the Pillage, but I do find it interesting how the Left can believe all business is bad, but all government is good. Both can be good or bad. My experience with government bureaucrats is mostly negative.
schatsie
banks are more dangerous than standing armies
09:48 PM on 10/03/2011
There is no way that the ACH held that check for 6 weeks....Automated Clearing House in Florida....
QuantProgrammer
Cap welfare benefits at two kids.
09:00 AM on 10/04/2011
International money transfers are a lot of work and ACH is only for US-based checks. Not defending the banks on this, just saying it could be innocuous. Also, the float at 1% for 6 weeks works out to perhaps 0.1%
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Richard Zombeck
HuffPost Blogger
12:32 PM on 10/04/2011
what about a 6% discrepancy. Is that not a lot? how about for a 10,000 EUR check ... what about 50,000? What about 100,000? 50,000 at 1.38 is an approximate 4/5,000 difference from a rate of 1.45 ... can you afford that loss? And more importantly .. should you?

FYI ACH had nothing to do with it. this was bank to bank and France has strict rules about holding on to foreign monies. They cashed it with 4 days of my depositing it.
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kamact
Market Observer
09:48 PM on 10/03/2011
Eastern Bank should be put out of business
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HUFFPOST SUPER USER
womenforaction
Julene Allen-Dell'Amor founder of Women for Action
08:32 PM on 10/03/2011
I love happy endings. No individual wants to feel like they have no control regarding their welfare or in this particular case, financial welfare. The Wall Street attitude towards Americans, "shut up and take it", can only be suffice for so long.
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Rita R
Always asking why
06:10 PM on 10/03/2011
Spot on as always, Richard. Those college and university students protesting on Wall Street and at other financial districts around the country have good reason to do so. They were targeted by financial corporations with a barrage of credit card offers and student loan offers while they were still 18 years old. Like the people targeted for no-conforming mortgages and home equity loans, they had no clue what they were getting into in their bargains with the financial devils. Over the weekend, there was a HuffPo blog urging these freshly minted degree-holding kids to look overseas for jobs: China, India, South America, etc. They certainly won't find much work here in their home country.Evidently, we parents need to tell our kids that when they emerge from their studies, they need to grab their passports to join ex-patriot workers in emerging nations because their opportunities here are so slim. And we wonder why these kids are protesting? The nation's population is not enraged at the Wall Street casino dealers and pit bosses spraying the protesters with champagne? As Richard states: "...historically this attitude ended with a few aristocratic beheadings." Wouldn't it be fascinating if the Wall Street bull were replaced with a guillotine?
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Oldchef
Former Executive Chef, tr0ll watcher
11:37 AM on 10/04/2011
One of the more egregious deals of the Bush administration was to put banks in the middle of student loans. Traditionally, students were able to get a loan directly from the government at a low rate of interest, but the new deal from the Bushies was to loan the bank that money and then the bank would loan the student the same money , but at a higher rate of interest. As usual, when a government program is "privatized" to "save money", the program's quality suffers and the price to the consumer goes up. The students were screwed and the banks were enriched, GOPers rejoiced.
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Rita R
Always asking why
12:50 PM on 10/04/2011
Well put! Remember how that bit of business flew under the radar of our press. That is, unless one had a son/daughter heading to college... The privatization rationale was that students could, as consumers, shop for the best loan rates. Oh yes, 18 year olds are very savvy, experienced consumers. Banks got to tap our taxes again from the loan guarantee fund and rake in interest on the loans as well. This is a win-win for the banks yet again. And with for-profit colleges marketing to and admitting hoards of students who would never be able to complete undergraduate programs, it created a bubble that is cracked and showing signs of bursting.