This is a complaint being submitted to the Office of Thrift Supervision against Washington Mutual INC.
Washington Mutual's main corporate office is located at: 1201 Third Avenue, Seattle, WA 98101 Phone: 206-461 http://www.wamu.com/.
The office in question is located at 504 Olympic AVE, Arlington WA 98223.
The main problem is lack of security to protect customer and non-customers that utilize Automatic Teller Machines placed in service by Washington Mutual INC.
It is my belief that Washington Mutual is in violations of the follow US codes and acts with regards to electronic information.
US Code title 12 555.210; US Code title 12 568.5; US Code title 12 570 Supplement A to Appendix B to Part 570Interagency Guidance on Response Programs for Unauthorized Access to Customer Information and Customer Notice; U.S. Code 6801 Gramm-Leach-Bliley Act; and the Sarbanes-Oxley Act.
Please note that I have filed complaints with the SEC; FDIC, FTC and Washington States Attorney Generals Office.
Below will explain Washington Mutual's lack protecting electronic information. Due to lack of proper verification when destroy or retrieving customer and non-customers debit cards from their ATM machines. This problem started at approx 1345hrs on July 7th.
Below is the email that was sent to Washington Mutual's office through their website:
This is in regards to a problem my daughter had at one of Washington Mutual's Branches located at 504 Olympic Ave Arlington, WA 98223 Branch 0075FCWA and their Financial Center Manager Vicki Aungst.
My daughter attempted to use her ATM/Check card drawn on Wells Fargo Bank at this location. The ATM kept and would not return her card nor provide service to her. See went into the bank and talked to the Vicki Aungst, who told her to call her bank to cancel the card. She would not even take my daughters name and address if the card was recovered or known to be destroyed.
This caused me to go down there to find out why your customer service is this poor, after talking to your call center. While waiting to talk with the manager Vicki Aungst for over forty five minutes while see made small talk with a new customer to avoid answering a problem that would have taken less than 5 minutes, see to ignore my presence.
During this time I was placed on hold with the call center and then was told that I was talking to a supervisor that informed me they have an employee go into the ATM at 3pm to shred non Washington Mutual cards. With no verification that this is done by anyone else, this leads me to believe that this manager is doing something else with these cards. Since anything like this should be verified and the fact the manager didn't even wish to help my daughter at all.
Further the supervisor at the call center that took my complaint did not even want my address or number to follow up with this problem. Which is a problem the today's problems and Washington Mutual does not even use the simplest of safeguards. Further talking to another Washington Mutual in Smokey Point, WA about 5 miles away this is not their policy. Which as lead me further to file formal complaints with the agencies in charge of banking and securities regulations?
Thank you,
Below is the responses received from Washington Mutual via E-mail:
Dear Mr.
I've received and reviewed the complaint you e-mailed to our Investor Relations Department. Thank you for taking the time to write us. It is our goal to provide world-class customer service, and we always want to know when a customer feels we've failed in that endeavor.
I apologize for any inconvenience caused to you or your daughter while attempting to gain information regarding the status of her Wells Fargo ATM card which you state our ATM machine captured. We always want our Financial Center personnel to be attentive to the needs of customers and non-customers, alike. The issue you described with Ms. Vicki August will be addressed by the appropriate management.
In regards to the customer service people you spoke with both at the FC and via our telephone support, whom you state did not want to take your name or address, I'm sorry if this appeared to be a lack of caring or interest on their part. When the customer of another bank has their card captured by one of our machines, we simply refer them to their bank to close that card and order a new one. The captured card is shredded at some point during the day by the appropriate personnel. We do not retrieve and return cards to non-customers as we can not verify the identity of the non-customer, nor verify they are the rightful owner of the card. This is done to protect you and the bank.
I agree that this could have easily been explained to you while you were inside our branch, and regret the inconvenience this has caused you. I hope this adequately explains Washington Mutual's policy regarding this issue. Please feel free to contact me if you have any questions.
Sincerely,
Ken Joy
Customer Relations Manager
Executive Response Team
Washington Mutual Bank
National 800-225-5497 x467
Internal Extension: 3727
Fax: 818-775-2165
This is my response to them upon learning they had no record of my call to their customer service center that said they filed a complaint, which was not filed:
Thank your for your reply yet calling your executive response center today I found you have no record of my call to your call center at all and the only information you have is from the email I sent last night.
My question now is why the call center told me they filed a complaint and like I suspected they did not since they did not even want my contact information. This is a concern of mind also since I was told that a complaint was filed and shows no record of it.
Thank You
This is their reply to this message:
Mr.:
I apologize for our customer service center's failure to create a complaint as you requested. I've advised the proper management of this issue and am asking them to use this as a training opportunity for the representatives to be thorough in the follow through with all requests.
Please be assured your complaint has now been properly documented.
Thank you,
Ken Joy
Customer Relations Manager
Executive Response Team
Washington Mutual Bank
National 800-225-5497 x467
Internal Extension: 3727
Fax: 818-775-2165
David
marysville, Washington
U.S.A.
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