Royal Credit Union

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I find this to be a bit untrue as I only spoke with a representative named Amy one time, she said she was going to be out of town and would not get cell phone reception, so she would find out as much info as she could and stated she would follow-up with me once she got back into town. I never heard from her, if she called and I missed it, I did not receive a voicemail message. In regards to the several fees that were waved, those were required to be waved per the program policy as there was an error with the payment arrangement on Via's behalf. I was in 4 month payment arrangement on my Visa card beginning in June 2015 and ending September 2015. The amount was for $50 per month, and during this time the account was to accrue zero interest and have no late fees. I fulfilled the agreement of the payment plan, and the account was supposed to be brought current and reflect that on my credit report. When the collections department at RCU sent the request to Visa, Visa marked the request as processed but did not fix the account, so it showed that I was delinquent for 4-5 months and accrued a ton of late fees and interest. I called in and spoke with [redacted] from Collections after receiving the statement, and he immediately had those fees waved and had the interest credited back to my account. So, that being said, the company was responsible for reversing those charges anyways. This was not a courtesy thing. The issue I am having with the bank still exists and I actually have an appointment to set up a new account with a new credit union tomorrow, November 6th. 
Regards,
[redacted]

The complaint requested a phone call. Royal Credit Union has had multiple phone conversations with Ms. [redacted] and we continue to work with her. Royal has offered extensions and has waived fees occurred by Ms. [redacted]during the period of time she indicated in her compliant.Please feel...

free to contact me directly if you should have any questions regarding this complaint.Sincerely,[redacted]EVP-Member Experience715-833-8170715-8338178 (fax)[email protected]

Review: I have asked multiple associates to note my account not to make collection calls during normal business hours (9:00 a.m. to 5:00 p.m.). It has continued to happen on multiple occasions. I believe this is a violation of the Fair Debt Collection Practices under Section 806 (5) as the calls have continued to happen daily (when I am in default) during normal business hours regardless of my repeated requests to not receive phone calls. Had it not been for excessive overdraft charges, late penalties and NSF fees, my account would not be delinquent for this long.Desired Settlement: Stop contacting me regarding debt collection during normal business hours from 9:00 a.m. to 5:00 p.m.

Business

Response:

According to our records, the customer who filed the complaint spoke with Team Members at Royal Credit Union on May 30, 2014, and July 1, 2014, respectfully.

Review: I have had an account with Royal Credit Union for some time now, and I have always felt this their customer service and products were what differentiated them from other large banks. During the year of 2015, my family suffered a sudden and great loss and experienced serious financial issues as a result. I honestly thought that I would be able to work with RCU when it came to my credit card and auto loan payments, but I quickly found this was not the case. Since falling into financial turmoil, customer service agents have treated me with so much disrespect that it made me feel like less of a human being. I felt as though they were more superior and did not care what the situation was as long as they got their money one way or another. I also feel as if they have been cheating me out of money and covering up the mistakes they have made when new bankers applied my funds to the wrong accounts, thus showing that I have missed payments and late fees. I have had representative actually raise their voices and quote policy over the phone. I have now started the process of opening a new account with a smaller credit union that partners with mu current employer and refinancing my current loans so I do not have to feel as though I am being harassed. If your own employees from MN branches are describing to me the level of customer service from the corporate office as border-lined harassment, something needs to change. I am on the serious verge of consulting with my attorney and filing a lawsuit because the treatment has caused extreme mental distress.Desired Settlement: I would like someone who actually cares about the treatment of other people to please give me a call and explain to my why the credit card I have been paying on for 2 years at $88 per month is still almost maxed out. It make absolutely no sense to me. I would also like someone to look into the missing payment on my auto loan from December 2014 when I have a receipt to prove I made a payment.

Business

Response:

The complaint requested a phone call. Royal Credit Union has had multiple phone conversations with Ms. [redacted] and we continue to work with her. Royal has offered extensions and has waived fees occurred by Ms. [redacted]during the period of time she indicated in her compliant.Please feel free to contact me directly if you should have any questions regarding this complaint.Sincerely,[redacted]EVP-Member Experience715-833-8170715-8338178 (fax)[email protected]

Consumer

Response: