Chesterfield Federal Credit Union

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The response is inaccurate just as their call center (lack of knowledge) and reporting have been What continues to transpire at this point is continued stress and some their Member being treated unfairly, discriminated against as proof will show that my account (just as Jessica L [redacted] promised in her email reply that was attached) would be personally overseeing my account By promising to do this and following through with her retaliatory "promise", MsL***, acting on behalf of Chesterfield Federal Credit Union has handled my account reporting differently than "other Chesterfield Federal Credit Union loan/account holders." I have been discriminated against and as this continues to draw out with Chesterfield Federal Credit Union and their resistance to do right by their member, it is clear that another venue is needed to fix an issue that could have been resolved months ago by Chesterfield Federal Credit Union and now as the damage has been done to me/my credit by Chesterfield Federal Credit Union not "listening" to their member and not actually "reading" the complaint instead interpreting it in the fashion that allows Jessica L [redacted] and others at Chesterfield Federal Credit Union to hide behind their perceived correct handling of this situationIt is more than obvious that a different set of eyes need to be laid upon this case This could have been handled differently through good customer service and common sense somewhere along the line at Chesterfield Federal Credit Union Regards, [redacted] ***

My payment is due on the 20th of the month I have paid it on the 20th of the month many times and it has never been considered days late When in route to make my payment on January 20th, I called the CFCU and spoke to a male representative and inquired about hours He advised they closed at 5pm I never asked what time the lobby closed The representative failed to provide the correct information including that the drivethru hours were until 5:30pm at the exact location where he was located while taking my phone call He gave me other options including making deposit at ATM then paying online as well getting to another location or service center before 5pm
You will see per my attachment that due to the misinformation from the CFCU representative, I was unable to make my payment until the next morning at their Brandermill location which caused it to be days late and discovered in March that the January payment was reported late on Experian I disputed it and CFCU sent

Revdex.com Serving Central Virginia
Moorefield Park Dr., Ste
face="Calibri" size="3">Richmond, VA
Re: Case #***
Good afternoon,
Thank you for allowing us the opportunity to offer our accounting of the events as they transpired with our Member and in this case, the complainant.
On April 20th, our member/complainant visited our Brandermill branch location and submitted an in-depth written request for Chesterfield FCU to correct erroneous credit reporting. After speaking with the member in branch and doing their own review of account history, branch staff forwarded the request to the VP of Lending for additional assistance on April 25th. On April 26th and 27th, a thorough review of the member’s account history, to include payment history, was done and an in-depth email response was then generated and sent to the member addressing each of his concerns individually and providing an accounting of the Credit Union’s actions and research. In addition, immediate steps were made to ensure that all reporting was accurate and updated with all major credit bureaus.
Our member’s complaint states that “My payment is due on the 20th of the month. I have paid it on the 20th of the month many times and it has never been considered days late.” What it fails to say is that payment is generally made on or around the 20th of the following month. Not the month it is due. For example, the December 20th payment was paid on January 21st (days delinquent). In addition, the March 20th
payment was paid on April 20th (days delinquent). Our member is upset that we will not agree to erase these day late payment recordings from the credit file. At no time has the Credit Union reported the account as greater than days late. The Credit Union does acknowledge a mistake in the response dated April 27th stating that the March payment was paid days late. The correct information was days late. This mistake would not affect credit reporting
In addition, our member’s complaint states that a male representative of Chesterfield FCU “failed to provide the correct information including that the drive thru hours were until 5:30pm”. Again the member has failed to provide the full picture. In the written dispute received by the Credit Union on April 20th, the member admits to asking about branch hour availability for making a Shared Branching transaction from his account with a different credit union. As explained in the Credit Union’s response dated April 27th, Shared branching services (transactions from accounts held by credit unions other than Chesterfield FCU) may only be made in the lobby, not through the drive through. Therefore the information provided to the member at approximately 4:50pm, when he called to inquire about hours of operation were correct, the lobby (where the type of transaction he was attempting to make must be made) closed at 5pm.
The Credit Union is very sorry that this situation has caused undue stress and trauma on the complainant. Chesterfield FCU takes member service and its role as a credit reporting furnisher very seriously. At no time is it acceptable to fail to correct a mistake or provide misleading or incorrect information in a way that is less than professional and courteous. However, Chesterfield FCU must also report information as it occurred and unfortunately, the complainant made two recent payments beyond days past due. This delinquency would negatively impact the credit file and rating associated. Attached, you will find a copy of the credit union’s response dated April 27th as supporting documentation. If additional information is required, please do not hesitate to inquire and it shall be presented, provided it doesn’t release protected information
Thank you again, for your time and consideration of this response.
Sincerely,
Ellen BB***
VP of Member Services
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information or otherwise be protected by lawAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message

I moved out of the region which my Credit union was locatedI advised them of the moveThey never mailed to my new address the final account balanceThey then charged off the accountThe problem is that since I realized a balance was due, I was threatened to pay or deal with their attorneysI paid the bill in full but since then but CFCU has repeatedly moved forward the original "Charge Off' date from January up in to April of I was advised by Experian, and FTC and CFPB that this is not proper handling and I feel it has now become harassmentThey had wrongfully Charged off the account when I updated my address upon moving and have since continued to cause my family and I grief regarding this Paid in Full debtThey then mailed all my personal info including SS number, Drivers license, DOB's, employers and banking info in the mail which was lost for several monthsI have had a couple of my cards canceled at this time due to fraudulent activity and it may be due to m

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response is inaccurate just as their call center (lack of knowledge) and reporting have been.  What continues to transpire at this point is continued stress and some their Member being treated unfairly, discriminated against as proof will show that my account (just as Jessica L[redacted] promised in her email reply that was attached) would be personally overseeing my account.  By promising to do this and following through with her retaliatory "promise", Ms. L[redacted], acting on behalf of Chesterfield Federal Credit Union has handled my account reporting differently than "other Chesterfield Federal Credit Union loan/account holders."  I have been discriminated against and as this continues to draw out with Chesterfield Federal Credit Union and their resistance to do right by their member, it is clear that another venue is needed to fix an issue that could have been resolved months ago by Chesterfield Federal Credit Union and now as the damage has been done to me/my credit by Chesterfield Federal Credit Union not "listening" to their member and not actually "reading" the complaint instead interpreting it in the fashion that allows Jessica L[redacted] and others at Chesterfield Federal Credit Union to hide behind their perceived correct handling of this situation.
It is more than obvious that a different set of eyes need to be laid upon this case.  This could have been handled differently through good customer service and common sense somewhere along the line at Chesterfield Federal Credit Union. 
Regards,
[redacted]

Review: My payment is due on the 20th of the month. I have paid it on the 20th of the month many times and it has never been considered 30 days late. When in route to make my payment on January 20th, I called the CFCU and spoke to a male representative and inquired about hours. He advised they closed at 5pm. I never asked what time the lobby closed. The representative failed to provide the correct information including that the drivethru hours were until 5:30pm at the exact location where he was located while taking my phone call. He gave me other options including making deposit at ATM then paying online as well getting to another location or service center before 5pm.

You will see per my attachment that due to the misinformation from the CFCU representative, I was unable to make my payment until the next morning at their Brandermill location which caused it to be 30 days late and discovered in March that the January payment was reported late on Experian. I disputed it and CFCU sent a manual update to Experian, Transunion and Equifax that I was late multiple times as many as 3x 30 Days late. My credit report was severely damaged over the course of the next 60+ days this credit union has erroneously placed late payments including a 30 day late for March 20th on March 20th. Documented.

This all occurred while in the process for a new home loan and the credit union was advised of this...it has been very traumatic and stressful dealing with this matter with no goodwill or acceptance of responsibility from CFCU in fact it is moreso as if the VP of Lending by her emailed response, Jessica L[redacted], is more interested in defending employees and retaliating against the customer by manually updating my credit report as 30 days late on the day I came in to make a payment. This is all documented.Desired Settlement: Immediate removal of any late payments to all credit bureaus (Equifax, Experian and Transunion). I will consider this matter and my relationship with Chesterfield Federal Credit Union satisfied and resolved.

Business

Response:

Revdex.com Serving Central Virginia720 Moorefield Park Dr., Ste 300Richmond, VA 23236 Re: Case #[redacted] Good afternoon,Thank you for allowing us the opportunity to offer our accounting of the events as they transpired with our Member and in this case, the complainant. On April 20th, our member/complainant visited our Brandermill branch location and submitted an in-depth written request for Chesterfield FCU to correct erroneous credit reporting. After speaking with the member in branch and doing their own review of account history, branch staff forwarded the request to the VP of Lending for additional assistance on April 25th. On April 26th and 27th, a thorough review of the member’s account history, to include payment history, was done and an in-depth email response was then generated and sent to the member addressing each of his concerns individually and providing an accounting of the Credit Union’s actions and research. In addition, immediate steps were made to ensure that all reporting was accurate and updated with all major credit bureaus. Our member’s complaint states that “My payment is due on the 20th of the month. I have paid it on the 20th of the month many times and it has never been considered 30 days late.” What it fails to say is that payment is generally made on or around the 20th of the following month. Not the month it is due. For example, the December 20th payment was paid on January 21st (32 days delinquent). In addition, the March 20th payment was paid on April 20th (31 days delinquent). Our member is upset that we will not agree to erase these 30 day late payment recordings from the credit file. At no time has the Credit Union reported the account as greater than 30 days late. The Credit Union does acknowledge a mistake in the response dated April 27th stating that the March payment was paid 33 days late. The correct information was 31 days late. This mistake would not affect credit reporting. In addition, our member’s complaint states that a male representative of Chesterfield FCU “failed to provide the correct information including that the drive thru hours were until 5:30pm”. Again the member has failed to provide the full picture. In the written dispute received by the Credit Union on April 20th, the member admits to asking about branch hour availability for making a Shared Branching transaction from his account with a different credit union. As explained in the Credit Union’s response dated April 27th, Shared branching services (transactions from accounts held by credit unions other than Chesterfield FCU) may only be made in the lobby, not through the drive through. Therefore the information provided to the member at approximately 4:50pm, when he called to inquire about hours of operation were correct, the lobby (where the type of transaction he was attempting to make must be made) closed at 5pm. The Credit Union is very sorry that this situation has caused undue stress and trauma on the complainant. Chesterfield FCU takes member service and its role as a credit reporting furnisher very seriously. At no time is it acceptable to fail to correct a mistake or provide misleading or incorrect information in a way that is less than professional and courteous. However, Chesterfield FCU must also report information as it occurred and unfortunately, the complainant made two recent payments beyond 30 days past due. This delinquency would negatively impact the credit file and rating associated. Attached, you will find a copy of the credit union’s response dated April 27th as supporting documentation. If additional information is required, please do not hesitate to inquire and it shall be presented, provided it doesn’t release protected information. Thank you again, for your time and consideration of this response. Sincerely,Ellen B. B[redacted]VP of Member Services CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information or otherwise be protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response is inaccurate just as their call center (lack of knowledge) and reporting have been. What continues to transpire at this point is continued stress and some their Member being treated unfairly, discriminated against as proof will show that my account (just as Jessica L[redacted] promised in her email reply that was attached) would be personally overseeing my account. By promising to do this and following through with her retaliatory "promise", Ms. L[redacted], acting on behalf of Chesterfield Federal Credit Union has handled my account reporting differently than "other Chesterfield Federal Credit Union loan/account holders." I have been discriminated against and as this continues to draw out with Chesterfield Federal Credit Union and their resistance to do right by their member, it is clear that another venue is needed to fix an issue that could have been resolved months ago by Chesterfield Federal Credit Union and now as the damage has been done to me/my credit by Chesterfield Federal Credit Union not "listening" to their member and not actually "reading" the complaint instead interpreting it in the fashion that allows Jessica L[redacted] and others at Chesterfield Federal Credit Union to hide behind their perceived correct handling of this situation.

Review: On May 10, 2013, the Chesterfield Federal Credit Union (of which I am a member) allowed a withdrawal transaction of $2923.28 to be processed from Enterprise Car Rental in Chester, Virginia. My checking account did not have a sufficient amount to cover that large withdrawal and thus put my account at a negative balance of $1998.05. I did not find out about this transaction until after business hours on May 10 and was thus unable to call the Credit Union until the following Monday. The Credit Union made no attempt to call me. When I did talk to someone at the Credit Union on May 13, there was an equal concern as to why that transaction was allowed to be processed. The Credit Union would not give me a loan so that I could pay my home mortgage and car payment without a co-signer, made no attempt (that Im aware of) to get the $2932.28 back and would only allow me a loan to bring my account to a $0 balance.Desired Settlement: The Chesterfield Federal Credit Union should not have allowed that large transaction to occur without sufficient funds in place. I request a full refund of the amount so that I can make payments of a reasonable nature.

Business

Response:

June 28, 2013

Due to the confidential information and the nature of our business, we respectfully request that [redacted] contact our office for resolution at his convenience. The contact person is our [redacted] He can be reached Monday though Friday 8:30 a.m. - 5:30 p.m. at [redacted] He is anxious to resolve this situation with our customer.

Sincerely,