I just talked with Robert. He found this site. Obviously there were major staff and communication problems there. He called me up. He apologized and said he wanted to make the situation right. I told him I wanted a full refund of all the fees I had ever paid there. Several years of good service, followed by 8 months of losing all my mail and MBE not taking the problem seriously, is a complete failure in my opinion, and the right thing to do is to return all fees in that case. He said he would discuss that with his partner. I was happy that he apologized, realized that I wasn't making this up, and he wanted to take responsibility. He also said something about the problem was not with the roster. I don't know exactly how the system is set up; all I know is that Eric showed me where my number was missing, and he fixed something, and the mail started working again. Maybe the problem wasn't the roster, but something else; I don't know enough about the terms and their mail sorting process it works to know. Nor should I. As a customer, I shouldn't have to worry about such things.
Also of note, most of the staff has been fired over the last 12 months. Robert told me that Eric, the manager brought in to fix the problems, is also no longer there. He lasted just a few months it seems.
I got the impression that MBE Inc. (the corporation) didn't believe that I was serious about what happened. Maybe I was making this whole thing up. I'm not sure why anyone would make up something like this; I have much better things to do. Anyway... this isn't made up. A few people told me they had gotten mail back. Fortunately for me, Bank of America keeps records on such things, giving me documentation.
Note on the distorted logo in the full-sized image: I noticed in the web access logs, there were Google search results from people who were searching for terms like "Bank of America bank statement" with an image search. Whatever they are looking for such images for, it can't be anything good, so I made some distortions of the logo in the full-sized image. I hope these distortions make it unusable for someone who might be trying to print out a fake bank statement. I would rather be over-cautious on this type of thing. I do have the original document from them.
Thank you for your recent request for the following:Research inquiry regarding bank statements that were sent back to the bank. Our records indicate that the bank statements from 08/06 thru 04/07 were returned to back to us.
Note that our BofA account mailing address had not changed since the account was opened in late 2003. The statements were being mailed to the same address, but this MBE franchise started rejecting them in August of 06. We did finally change the BofA address, and all of our other addresses, in July 07.
This wasn't an occasional letter ending up in the wrong box or getting lost. Mail does occasionally get lost. I accept occasional mistakes as normal and part of reality. But they rejected every single bank statement to us from August 06 to April 07, inclusive. Every one. This is a documented fact. This wasn't an occasional letter gone missing. This was a consistent problem and consistent non-delivery. Obviously what had happened was that the account was dropped from the roster. "How can you not get your statements and most of your mail for eight months and not know that something was wrong?" you might wonder. I did know that something was wrong and I asked repeatedly, "why are we not getting our mail? Where is our mail? Is everything ok with our account?" They answered that everything is fine, your account is ok, etc. Obviously it was not fine and no one at this franchise took even one minute to look at the roster or investigate this problem in any way, resulting in loss of most of my mail for eight months.
And now, instead of taking responsibility when I let them know what had happened, they are not communicating at all, and Mailboxes Etc Inc also does not see this as a problem.
By the way, after I had this discussion with Eric in May of '07, and he saw and corrected the problem in the roster, our mail started arriving normally and correctly. This proves it was a problem in the MBE store itself, with the roster, and it was fixed by Eric at the MBE store, and the non-delivery was the responsibility and fault of the MBE store.
