Virginia Credit Union, Inc.

Virginia Credit Union is the most DECIEVING financial intity I have ever delt with. They took out a judgement on me without even giving me a subpoena, and charged me court costs. In addition they have an amount they have "decided" to charge me and on top of that charging interest 13.99% APR until paid in full. Before that they sent me to some collections agency that you could never get anybody. All of that after banking with them for several years. Thanks for continued torture Virginia Credit Union.

Review: This bank is refusing to deposit my tax refund check into my personal savings account because the check is written to my husband and his name is only listed as a survivor on my savings account, not a joint owner. When I requested that the check be returned, they told me it would be over a week before the check would be returned and that BOTH my husband and I would be required to come to the branch to retrieve the check with ID. I asked that my husband be allowed to pick up the check with his ID, since they know that I've approved it and that I requested the check be placed in my account. They refused and state that I will have to wait even longer since they will now have to mail the check back. They claim that the wait is so that they can remove the check from their ATM where it sits now.Desired Settlement: RELEASE THE CHECK IMMEDIATELY: Either deposit my check into my account by allowing my husband to come to the branch to sign permission OR allow my husband to pick up the check immediately. I want my money returned so that I can close all of my Virginia Credit Union Accounts. I have no desire to bank with such a disorganized, unyielding and uncaring organization.

I have had this account for YEARS. If I wanted to commit fraud, I certainly wouldn't have deposited the check into my personal account that has been connected to both me (and my husband) for many years. I cannot even believe the way this company treats its "members." What a joke.

Business

Response:

Please accept this letter in response to an inquiry you made to the Revdex.com(Revdex.com). In your letter you expressed concern regarding a tax refund check you deposited to youraccount.On March 15, 2016, you deposited a check for $402.53 into your VACU savings account viaATM. We reviewed the deposit and removed it from your account the same day. The adjustmentwas made because you are the only authorized signer on the savings account and the checkwas made payable to [redacted]On March 16, 2016, you spoke with representatives in our Member Services and ATMdepartments. The representatives advised you of the reason for the return and the options forresolving the issue. The calls disconnected before a resolution could be reached. The ATMDepartment supervisor left a message the same day but was not able to speak with you. OnMarch 22, 2016, we retrieved the check from the ATM and mailed it to your address listed in ourrecords.Instruments deposited into a checking or savings account must be negotiated/ endorsedproperly. If an item is made payable with "&" or "and," all parties must either be authorizedsigners on the account or all parties must endorse the item in person with a Branch Teller. Allparties must present an unexpired state or federal issued identification when negotiating/endorsing the check in person . Following these steps could significantly reduce the impact onthe availability of funds.It is Virginia Credit Union's pledge to exceed our members' expectations and deliver the highestlevel of service possible. Please accept our apologies if at any time you felt the credit union didnot make every effort to assist you as you expected. If we can be of further assistance pleasecontact us at the numbers listed above.

Review: [redacted] My mother and I (serving as one of her POAs) never imagined that finding out information in reference to this new vehicle loan would be so difficult. The loan for the [redacted] was established with the VACU. However getting just basic account information has been nerve racking. My Mother would provide the information that will allow me to speak with someone once a representative is on the phone. The representative will then speak with me, as her daughter, but I am not provided with any information. We have been feeling extremely frustrated and at a loss. The VACU would like my mother to change her power of attorney information and we have even been asked to get things in writing notarized. At this point, we would just like to sell the car. The higher bidder was [redacted] where the car came from. The other three offers came from [redacted], [redacted]. We know that this account is currently in a collective status. However, we have been having a huge problem finding out information.Desired Settlement: Ways that the Revdex.com could help is to try to get the credit union to openly discuss the account with the account owner. We would like to sell the vehicle by November the 15th at the lastest. We would like a contact person at the VACU that could help us with this matter without any difficulties or dramas by providing pay off amount, collection information, and how to complete the deal between the dealership and the bank.

Business

Response:

November 5, 2013

Dear [redacted]:

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union. In your letter dated October 31, 2013, your daughter addressed concerns that she was unable to get the payoff on your auto loan. We have researched your account and determined that the following events occurred.

On August 7, 2013, we received a call from your daughter inquiring about the payoff on your loan account. We informed her that we were unable to provide her with the payoff, since she is not listed as an account owner. When your daughter told us that she was your Power of Attorney, we explained that she needed to submit those documents to us because we have no record on file. Once we receive the documents, we can assist her with any account information that the POA guidelines permit.

On October 15, 2013, you contacted us for a lo-day payoff on your auto loan. The payoff provided was good through October 2Sl1l, 2013, for the amount of [redacted]. If you need an updated payoff quote, . please cantad us and we will be happy to assist you.

We regret that your experience was not as you expected and sincerely hope this has helped to explain the events that occurred. It is Virginia Credit Unions pledge to provide the highest level of service. If you have additional questions, please contact us at the numbers listed above.

[redacted] Services Cc: Complaint #[redacted]

Review: My Auto Loan was paid 4/4/2011- the balance on the auto loan is $0.00

[redacted] refuses to give me my title due to a loan my husband (primary) had and he filed [redacted]Desired Settlement: The car has been paid off for two years and a few months. I would like my title. I did due dillengence to pay the loan off after the **. If the title is not going to be returned. I would like ALL of my money back that I paid after the filing of the [redacted].

Either you give me my title or give me my money back. Its unfair that you hold my title for something that like this.

Business

Response:

Dear [redacted]:

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union. Please accept this letter in response to your inquiry of October 31, 2013. In your complaint, you expressed your concern regarding the title release to the [redacted]. We have researched your accounts and are providing the following information.

On March 31, 2010, you initiated [redacted]. Upon notification Virginia Credit Union mailed you a letter regarding the [redacted] and its effects on your membership. On July 20,2010, you [redacted] discharged.

On June 7, 2011, you visited one of our branches and we explained our cross collateral clause, which was included in your signed loan agreement. The cross collateral clause provides that the Credit Union may hold the title until any outstanding loan balances with Virginia Credit Union have been satisfied. We also mailed you a copy of our security agreement highlighting the clause for your review.

Please not we are only responding to your complaint and this is not a attempt to collect a debt. We hope this information has helped to explain the events that occurred. If we can be of further assistance please call us.

Sincerely.

Vice President

Member Services

Review: I am an existing customer who tried to open an additional account twice this year. The first time I tried I was told I was declined. When I received the letter provided by the bank I asked for clarification at the local branch in person. Instead I got a condescending belittling remark about my credit score. I later companied and received a generic "we are sorry for your experience" response but no clear resolution path. My goal was simply to isolate the issue and work to resolve whatever negative items I had if any. I was told I needed to wait at least 30 days before I can try again.

After about a months’ time passed I applied for and was able to successfully open a line of credit with that same bank. So I figured the issues had resolved its self out. At that point I then tried to open a custodial account and was again denied.

I again inquired as to why. At that point I was told the reason was related to my [redacted] credit report file. I was also told that I would get a letter in the mail. That individual was also kind enough to provide me with [redacted] contact information.

Armed with that information I contacted [redacted] and requested a copy of my [redacted] credit report. But when I got it and reviewed it there was nothing negative in the file. To make sure I called [redacted] back to validate that I was not missing something. Sure enough "there is nothing negative nor positive on your record" in fact the rep added "the decision is made by the bank we only provide whatever information is on your file". During that time I also received the letter from the bank indicating what their reasons are for not being able to provide me with additional services.

Source of Information: [redacted]

Your Score: 0480

Date: 7/15/2014

Key Factors that adversely affected your score:

TIME SINCE NON-DDA INQUIRY ACTIVITY

TIME AT CURRENT ADDRESS

NO EVIDENCE OF ASSET OWNERSHIP

NON-DDA INQUIRY OR RETAIL ITEM HISTORY

Not only is this information inaccurate but the business level abbreviations used in a formal communication with its customers from Virginia Credit Union is utterly irresponsible and leads to ambiguity. Furthermore, the only source of data noted in the document was [redacted]. No references were made regarding the other three Major creditors like Transunion, Equifax or Experian. This immediately raised concerns regarding full disclosure requirements.

I took the information gathered and called the customer support line. Where I was promptly told they do not control the information provided by [redacted]. Essentially passing the blame to them. I tried to explain that I had contacted them and had a copy of the report that shows no negative concerns. But that feel on death ears. After insisting a bit I was transferred to customer service supper visor that later called back and reiterated the same thing.

Nothing I was not getting any clear path to identify what exactly is being used against me. I decided to visit the local branch located on [redacted]. I requested to speak with both the branch manager and one of the agents. During that conversation I explained my concerns and both agreed they were valid and that the documentation provided was not only unclear to them what the abbreviations meant but also that the credit report from [redacted] did not show anything of significant concerns. The manager did kindly note that my home address on the [redacted] file appear to have been truncated and that I should at least report that to [redacted]. Which I agreed would be a good prudent step to take. Unfortunately after further scrutiny with [redacted] they noted the truncated data for my address was actually provided to them by Virginia Credit Union in the 1st place when I moved this past May 30th 2013.

When we ended that conversation at the bank we had the following action items:

1) The manager would consult with his corporate office representatives to work and ID what was the issue so I can work to fix it.

2) I would work with [redacted] to update to records to show the one two address I have had over the past 6 years.

Shortly after that I got a random call from a lady indicating that I was supposed to talk to her manager but that individual was out of the office and that “I was stuck with her”. She later proceed to ask me “You do know your credit score right?”. After which elaborated that Virginia Credit Union has this “Matrix” that she cannot disclosed but that was the reason I was declined. I then ask “have you seen the documentation I have provided the local office? Answer “NO” - My response “Then you are basing your statements on hypotheticals not facts. I am in the mist of something important right now give me a call back when you review the documents provided and have all the facts in hand.”

In short a consumer is entitled to full disclosure not partial or ambiguity.Desired Settlement: 1) Full disclosure in writing of what exactly is being used to make this decision including all supporting data.

2) A cease and desist when it comes to using abbreviations in customer communications regardless of the source.

3) An internal technical review of the way data is being mapped between [redacted] and Virginia Credit Union since it is clear that it is not mapped correctly any first year technical staff can see that just by looking at the credit report provided vs. the end result letter you send your customers.

Hint: NON-DDA INQUIRY OR RETAIL ITEM HISTORY = The customer has no negative DDA or Retail items in history. Which is a good thing!!

4) Update the letter sent to customers to include any and all sources of information used along with contact information for that source.

End goal - to be able to fix whatever is negatively affecting my status. I cannot fix what I cannot see.

Business

Response:

Dear [redacted]:

Please accept this letter in response to an inquiry you made to the State Corporation Commission, Bureau of Financial Institutions (BFI) and the Revdex.com dated August 4, 2014. In your letters you expressed concern regarding [redacted] reporting. After further research, we are offering the following explanation.

When a member requests to open a checking or savings account we inquire with [redacted] to obtain information about how a member handles their accounts with other financial institutions before granting a new account. The information returned to us from [redacted] indicated you did not meet specific criteria for obtaining a checking account with Virginia Credit Union. We mailed you a letter advising that the denial was due to information obtained form [redacted]. In that letter, it provides you with a score and the reasons supporting that score. Virginia Credit Union simply transfers the data from their system to a letter. We do not abbreviate the reasons, what you see comes directly from [redacted].

There are several items that may factor in or affect your score:

How you handle your accounts (i.e. number of overdrafts)

Length of time an account is open

Time at address

Time at employer

Number of inquires with [redacted]

Please note: we do not obtain a credit report when a member applies for a checking or savings account.

We regret that your experience was not as you expected and sincerely hope that occurred. Please accept our apologies if at any time you felt the credit union did not make every effort to assist you as you expected. If you have additional questions, please contact us at the numbers listed above.

Sincerely,

President/CEO

Review: Virginia Credit Union has decided to switch from [redacted] to [redacted]. All VACU customers were to receive their new [redacted] in the mail before their [redacted] Credit Union card was deactivated. I had not received my card and called the Credit Union to inquire about my new card they told me it was sent, I do not recall the specific day but they have it on record and was able to tell me when I called in about this matter. They said that they would issue me another card and that it would take 7-10 business days, the 10 business days have well passed and I still have not received my card. My biggest issue outside of the fact that I have not received my new card is that, my card that I did have for the VACU was deactivated. I was stranded that day because I had no way of gaining access to my funds and therefore could not pay to get off of the parking deck that I was on. I called VACU and spent well over 40 minutes on the phone talking to three different representatives who were of no help to me. They were not willing to reactivate my card until I received my new one, but instead told me that they could locate some branches in the area for me and I could go there and withdraw my money. How that was going to help when it was almost five and I would need a vehicle to get to those destinations I do not know, I let the representative know exactly what was going on and why I needed my card to be reactivated. I asked if they could reactivate the card just so I could leave the premises I was on, I was told no. There is no record of anyone else receiving the card and using it, and there is no reason why I should be waiting for over three weeks for a new card to access my account. The option of going into a branch to withdraw and deposit funds is out of the question. I work Mon-Sat, I am up and out the door before the bank opens and I do not return home from work until well after 7 every evening. I should not have to go into work late or get off early because the Credit Union hasnt issued to me what they should've. That is why my wife called to see if she could get the situation taken care of on Oct 31 when she received and address confirmation from the Credit Union but still no new card, they told her there was nothing they could do, and I would need to call back in myself. The representative told her that when he calls back in we can figure something out. Yet I have called at least twice in regards to this matter and it still hasnt been rectified.Desired Settlement: I would like for the situation to be rectified professionally and for this to never happen again in the future. If the Credit Union will be making such a drastic change their first and foremost goal and concern should be there customers and their satisfaction. I am not a satisfied customer at this moment, and feel that the credit union has taken the situation too lightly.

Business

Response:

Dear [redacted]

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union. In your letter dated November 1, 2013, you expressed concern about your new [redacted] debit card. We have researched this matter and found the following events occurred:

On August 30, 2013, we mailed your new [redacted] debit card to replace your existing [redacted] debit card. The [redacted] returned the new card because the address was not correct. Since our mail does not forward, items returned to us are destroyed.

On October 8th, 2013, you contacted [redacted], our card servicing partner, and explained that you had not received your new card. They marked your first card as lost or stolen and issued you a second card.

October 24th, 2013, you contacted our Contact Center and advised us that you still had not received your new card and were now unable to use your existing card. You provided us with your new address and we asked that you contact [redacted] to report your card as lost or stolen. You responded at that time that you would not call them to report the missing card.

On November 7th, 2013, [redacted] in our Resolution Department contacted you in response to your letter. She explained that she had requested your card be marked lost or stolen with our Card Services Department and was rushing a new card to your at the credit union's expense.

We regret the inconvenience that you experienced with limited access to your funds. It is Virginia Credit Union's pledge to provide the highest level of service. It is critical to our servicing effort that you notify us promptly if your address changes. If you have additional questions, please contact us. Thank you for using your credit union and allowing us to serve your financial needs.

Sincerely,

Vice President

Member Services

Review: After speaking with a banker at [redacted] we opened an Estate account one week later. Five days later we were contacted by our "Banker" and told that [redacted] or [redacted] had called him and he was to inform us that we could not have an Estate account at the bank. She, though she had not law degree, was interpreting the Code of Virginia and requested that the clerk of the circuit court change the way that they print Certificates of Executors. Since they won't she decided that they can't have estate accounts. Any calls requesting that we speak with someone in charge receive a refusal. We can only speak to the call center or resolution line. We were able to talk to a supervisor who seemed helpful and said that [redacted] would call first thing on Monday to resolve the issue. She didn't call. We called the supervisor back and left 3 messages and he refused to return the calls telling the call center employee to tell us that [redacted] would call us back. She has not. We are unable to log on to check for wire transfers. They have charged us for checks that we can't use and they are holding our money for 6 days for bank checks to clear. Mind you, they are bank checks, not checks from businesses or individuals. No matter who we speak to at the call center or resolution center we are told that [redacted] is the person to help us and they won't put us through to anyone else but [redacted] does not call back. We are family handling the estate of my Father. We are grieving the loss and having to deal with rude employees and offered no help from the institution that is holding our large sum of money. We have funeral expenses and costs that must be paid and no one will help but they sure will hold our money.Desired Settlement: I want to speak to someone in administration, not from the call center or resolution center. The president would be great but a vice-president would do. I want this resolved and want the parties involved to be reprimanded. No one should have to go through this, especially at a time like this.

Business

Response:

Dear [redacted]:

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union (VACU). In your letter dated September 30,2014, you expressed concern regarding an Estate Account you recently opened. Please allow us to offer our sincere condolences on the loss on your loved one. We have researched your accounts and determined the following events occurred:

On September 19, 2014, you opened an Estate Account for [redacted].

On September 24 ,2014, we reviewed the paperwork. We reached out to the Clerk of Court on two different occasions and were advised that "and" meant we needed two signatures.

On September 30, 2014, you talked with [redacted]. She contacted you because [redacted] was not available and we did not want to keep you waiting for a response. During the call with [redacted], you recommended that VACU talk with [redacted] regarding the Executor paperwork at the Clerk of the Court. We contacted him and he advised us that the clerk of court should not have answered those types of questions and that the Executor status depending on the wording of the will.

On October 2, 2014, [redacted] contacted you requesting a copy of the will for review. Upon receipt of the will we forwarded it to our attorney.

On October 7, 2014, our attorney advised us that "and" means both Executors are required to act together. [redacted] contacted you with this information and requested that you sign an identity agreement agreeing to hold Virginia Credit Union harmless by allowing you to act individually. You agreed you and your co-executor would sign the agreement. [redacted] emailed the document to you and you advised that you would return the form by the end of the week.

On behalf of the credit union, please accept our sincere apologizes for the confusion during this process. We are sorry if at any time you felt the credit union did not make every effort to assist you as you expected. Thank you for reconsidering your decision to close your accounts. We are so pleased we were able to resolve your concerns to your satisfaction. Since we reached a resolution, would it be fair to as if you would consider removing your review from [redacted].

It is Virginia Credit Union's pledge to exceed our members' expectations and deliver the highest level of service possible. Thank you again for taking time to make sure we are providing you with the service you deserve as a member. If you have questions, please do not hesitate to contact us.

Sincerely,

Vice President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,