Affinity Plus Federal Credit Union

Affinity Plus appreciates the opportunity to respond to the additional information Mr [redacted] provided regarding his situation Unfortunately, the information provided does not correlate to the timeline in question The events Mr [redacted] is questioning occurred prior to date of the transaction information provided Additionally, Management at Affinity Plus reached out to Mr [redacted] to discuss his questions on 12/16/ During this discussion, Management offered to send Mr [redacted] the account records and statements to support the reporting status Mr [redacted] declined Affinity Plus remains open to discussing Mr***’s concerns and we encourage him to contact us directly to resolve

Please consider this a response to the complaint Affinity Plus Federal Credit Union received on March 23rd regarding [redacted] After reviewing Mr [redacted] ’s concerns, Affinity Plus has refunded the disputed amount along with any associated late fees Additionally, we have confirmed there was no impact to his credit for this particular event We understand Mr [redacted] has had the opportunity to discuss his concerns with a Branch Manager and a Senior Vice President at the credit union and through these conversations it remains our goal to ensure Mr [redacted] feels confident with the resolution Should he wish to discuss this further, he is welcome to contact either of these individuals directly or contact the credit union at our general number ###-###-####

Initial Business Response / [redacted] (1000, 5, 2016/02/18) */ We received and reviewed the complaint listed for [redacted] through the Revdex.com's siteUnfortunately, I am unable to locate a corresponding membership at the Credit Union based on the name and address she providedIs there any other information available from [redacted] to assist us in identifying her account with Affinity Plus? Thank you - ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response does not solve anything but my member number is [redacted] (I believe this number is confidential, so I do not need it showed publicly Final Business Response / [redacted] (4000, 9, 2016/02/26) */ February 26, Revdex.com RE: Complaint [redacted] To whom it may concern, Please consider this a response to the complaint Affinity Plus Federal Credit Union received on February 22nd, regarding [redacted] Affinity Plus does require our members to carry continuous full coverage auto insurance on their vehicles for the life of the loan as outlined in our loan documentsConsequently, if a member's coverage does not meet these requirements, a policy will be added to the loan at the member's expenseAffinity Plus has identified Ms [redacted] experienced a lapse in her policy coverage in which resulted in the force placed policyAffinity Plus has made Ms [redacted] aware of the lapse details via written and verbal communicationsTo date, Ms [redacted] has not been able to provide proof of adequate insurance for the time period in questionAdditionally, our records indicate Ms [redacted] is currently not meeting our minimum insurance requirements for her auto loanAffinity Plus has been in communication with Ms [redacted] regarding the requirements as recent as February 24th At this time, Affinity Plus requests Ms [redacted] provide us with proof of adequate insurance coverage for the lapse period in as well as her current policyWhen this information is provided, Affinity Plus will review the documentation to determine if a reimbursement is appropriate Affinity Plus appreciates the opportunity to address Ms***'s concerns and we look forward to hearing from her and resolving this matter Sincerely, Jessica [redacted] Director of Compliance Final Consumer Response / [redacted] (2000, 11, 2016/03/07) */

I am rejecting this response because: Although I have not looked at my original loan paperwork to confirm, going off from what I've been told by Affinity, part of his response is correct in that if I make a withdrawal it cancels my payment That being said the rest of his response is incorrect, he states that I can see that on my account which is not true Every time I logged into my affinity account is said my payment wasn't due for another months because I was paid ahead I showed Brittany (the gal at the branch that was helping me) and she confirmed that it must be some "glitch" in the system and they will have to have it looked at I uploaded a document that I printed out on August 30th which states my next payment wasn't due until November 17th but they reported me for being days late

Initial Business Response /* (1000, 5, 2015/08/20) */
Affinity Plus has received the complaint issued by *** ***, member of Affinity Plus Federal Credit Union and we appreciate the opportunity to respond to her concerns
In August of 2010, Affinity Plus worked with Ms*** to
modify her auto loan payment due to an unforeseen medical issue she was facingShe made regular payments at the modified amount until The last payment Affinity Plus received was in June of at the modified amountMs*** was paid ahead on her loan at this time through August of However, we did not receive a payment in September of
Affinity Plus contacted Ms*** in September of to let her know her car loan payment would be adjusting back to the original loan term as she stated in her letterMs*** began making the adjusted payments on October 20th, In her letter Ms*** states Affinity Plus indicated her payment was due as of September 16th, This is accurate as she had not made a payment in SeptemberWhen Ms*** began making automatic monthly payments she was consistently paying one month behind creating the ongoing delinquency
Affinity Plus did send out an order for repossession in part due to the delinquency on the auto loanThe repossession notice was also sent as a cross collateral demand for an un-paid balance on a Visa card with Affinity PlusAffinity Plus is still pursing the outstanding balance on the credit card at this time
Ms***'s loan remains in a delinquent statusShe is welcome to call us directly to resolve the matter and to discuss options to help her get current on her loanMs*** can reach Affinity Plus at ***
Sincerely,
Affinity Plus Federal Credit Union
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This "In her letter Ms*** states Affinity Plus indicated her payment was due as of September 16th, This is accurate as she had not made a payment in September." doesn't address the issueIf I were to pay $50, would that put me back to good standing? If not, then my issue isn't addressedThe issue being, I was to pay almost $more, and not being told until AFTER the due date
I also find it odd that Affinity never told me they were even wanting to repo my car nor have I received an explanation in writing until this Revdex.com responseThe notification I received was from the actual towing company
Final Business Response /* (4000, 9, 2015/09/01) */
Thank you for the opportunity to continue to address Ms***'s concernsAffinity Plus will accept a payment of $from Ms*** for the loan payment missed in September We request that Ms*** contact the representative reviewing her file to discuss the receipt of the paymentHer contact is Cali Dorn, PH 651-312-(please do not publish Cali Dorn's information)
Regarding Ms***'s concerns surrounding how she was notified about our intent to repossess her vehicle; Affinity Plus made several attempts to contact Ms*** regarding the delinquent status of her membership at Affinity Plus including her auto loan, VISA credit card and her checking accountAffinity Plus also sent out a day demand notice stating our intent to repossess the vehicle due to the severe delinquency and lack of contact from Ms***Copies of the notices sent to Ms*** are available to upon request
We appreciate the opportunity to continue to work with Ms*** and it is our sincere hope that she will continue to keep communication lines open regarding the status of her accounts with Affinity Plus

Initial Business Response /* (1000, 8, 2016/03/11) */
To whom it may concern,
Please consider this a response to the complaint Affinity Plus Federal Credit Union received on February 29th, for *** ***
In her letter, Ms*** questioned the established deductible
requirements for home owner's insurance at Affinity PlusAffinity Plus does require our members to maintain a deductible that is $1,or 1% of the dwelling coverage, whichever is greaterWhen these requirements are not met, Affinity Plus will mail notifications to the address on file to ensure the member obtains adequate insuranceIn 2012, Ms*** did have insurance coverage that met these requirementsIt is our understanding that Ms***'s coverage changed sometime after the loan funded
Ms*** has been in contact with Management at Affinity Plus to discuss the home owner's insurance requirements for the loanAs a result of these conversations, Affinity Plus and Ms*** have come to a mutual agreement regarding home owner's insurance requirements
Affinity Plus appreciates the opportunity to address Ms***'s concerns
Initial Consumer Rebuttal /* (2000, 10, 2016/03/21) */

Initial Business Response /* (1000, 8, 2015/09/08) */
Affinity Plus appreciates the opportunity to discuss the concerns expressed by Ms*** ***, former member of Affinity Plus Federal Credit Union
In January of 2011, Ms*** had an outstanding balance owed on her checking account in
the amount of $Two separate payments were made in March and April of which brought the outstanding balance owed to $
It is a common business practice to report an unpaid account balance from a financial institution to Chex SystemsAffinity Plus did report the unpaid balance to Chex Systems in January of When the payments were received in March and April of the same year, Chex Systems should have been updated to reflect the paid status
On August 27th, Ms*** spoke with a Branch Manager at Affinity Plus regarding her concernsThe Branch Manager took immediate action to resolve the issueOn August 28th, Affinity Plus corrected the reporting error with Chex SystemsMs*** received a letter and email confirming the resolution
We sincerely apologize for any inconvenience this may have caused Ms*** and we appreciate the opportunity to resolve the matter
Initial Consumer Rebuttal /* (2000, 10, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

In response to Mr***’s concerns, Affinity Plus has completed an internal review of his membership to fully understand what occurred. As a result, Affinity Plus Management did speak with Mr*** in an effort to address his concerns. Within this conversation, Affinity Plus did
acknowledge the application timeframe exceeded our acceptable customer service levels. Affinity Plus Management also spoke to Mr*** about the specific details outlined in his letter. Due to privacy requirements, this information will not be shared in this forum. Mr*** has been provided with a direct contact within the Management Team of Affinity Plus. Affinity Plus appreciates the opportunity to respond to Mr***’s concerns and we apologize that we did not meet our service standards. It remains our goal to partner with Mr*** and to provide value in his membership with the credit union. We appreciate his membership and the opportunity to serve him in the future

September 8, Revdex.com RE: Complaint To whom it may concern, Please consider this a response to the complaint Affinity Plus Federal Credit union received on September 5th regarding J*** H***. Affinity Plus has reviewed Mr
H*** concerns regarding his auto insurance coverage. As a result, Affinity Plus has determined there was a discrepancy with the policy information we were provided, which triggered the policy to be issued by the credit union. MrH*** was able to work with his agent to resolve the discrepancy and show proof of insurance coverage for the appropriate time period. Therefore Affinity Plus agrees with MrH*** desired resolution and will refund the insurance premium attached to his loan. A member of Management at the credit union communicated the resolution to MrH*** on September 7th, 2017. The credit union genuinely values MrH*** long standing membership. We apologize for any inconvenience this caused and we sincerely appreciate the opportunity to work with him to resolve this matter. Sincerely, Jessica *** Director of Compliance

In response to Mr. [redacted] concerns, Affinity Plus has completed internal review of his membership to fully understand what occurred. When applying a payment larger than the minimum amount due, the next due date is extended. However, each time a withdrawal is taken, the due date recalculates...

based off of the most recent draw. Mr. [redacted] was notified of his new due dates on his monthly statements and this information was also visible within his internet banking. We appreciate the opportunity to continue to work with Mr. [redacted] and it is our sincere hope that he will continue to keep communication lines open regarding the status of his accounts with Affinity Plus.

Initial Business Response /* (1000, 8, 2016/03/02) */
To whom it may concern,
Please consider this a response to the complaint Affinity Plus Federal Credit Union received on February 19th, 2016 for [redacted].
Affinity Plus has completed a review of Ms. [redacted]'s accounts...

and we have concluded a processing error occurred which caused checks to be issued twice for Ms. [redacted]'s balance transfers. We sincerely apologize for the error that occurred and any inconvenience this has caused her. Affinity Plus Management has been in contact with Ms. [redacted] to discuss the situation. Affinity Plus will refund the fees Ms. [redacted] received due to the payment duplication. Additionally, we will work with her to both review and resolve her concerns with her credit report.
Affinity Plus appreciates the opportunity to address Ms. [redacted] concerns and we look forward to hearing from her and resolving this matter.
Sincerely,
Jessica [redacted]
Director of Compliance

Please consider this a response to the complaint Affinity Plus Federal Credit Union received on March 23rd regarding [redacted].   After reviewing Mr. [redacted]’s concerns, Affinity Plus has refunded the disputed amount along with any associated late fees.  Additionally, we have...

confirmed there was no impact to his credit for this particular event.   We understand Mr. [redacted] has had the opportunity to discuss his concerns with a Branch Manager and a Senior Vice President at the credit union and through these conversations it remains our goal to ensure Mr. [redacted] feels confident with the resolution.  Should he wish to discuss this further, he is welcome to contact either of these individuals directly or contact the credit union at our general number ###-###-####.

I am rejecting this response because: Although I have not looked at my original loan paperwork to confirm, going off from what I've been told by Affinity, part of his response is correct in that if I make a withdrawal it cancels my payment.  That being said the rest of his response is incorrect, he states that I can see that on my account which is not true.  Every time I logged into my affinity account is said my payment wasn't due for another 2 months because I was paid ahead.  I showed Brittany (the gal at the branch that was helping me) and she confirmed that it must be some "glitch" in the system and they will have to have it looked at.  I uploaded a document that I printed out on August 30th which states my next payment wasn't due until November 17th but they reported me for being 30 days late.

Affinity Plus appreciates the opportunity to respond to the additional information Mr. [redacted] provided regarding his situation.  Unfortunately, the information provided does not correlate to the timeline in question.  The events Mr. [redacted] is questioning occurred prior to date of the transaction information provided.  Additionally, Management at Affinity Plus reached out to Mr. [redacted] to discuss his questions on 12/16/2016.  During this discussion, Management offered to send Mr. [redacted] the account records and statements to support the reporting status.  Mr. [redacted] declined.  Affinity Plus remains open to discussing Mr. [redacted]’s concerns and we encourage him to contact us directly to resolve.

Initial Business Response /* (1000, 5, 2015/05/20) */
Affinity Plus appreciates the opportunity to respond to the concerns [redacted] (AKA [redacted]) brought forward regarding the payment requirements on her Home Equity Line of Credit (HELOC).
Affinity Plus has completed a review of the...

HELOC in question and determined the minimum payment calculation was clearly stated to Ms. [redacted] within the loan documents. Specifically, the loan agreement states the minimum payment due will be 1.25% of the outstanding balance. A HELOC product is unique in that monthly payment requirements will adjust depending on the advances taken from the line of credit.

Since 2012 when Ms. [redacted]'s HELOC was initially opened, she has taken withdrawals from it causing an increase in loan balance which increased the amount of the minimum payment. This increase was not dictated by Affinity Plus, but rather, is the inherent purpose of the product and is stated in the loan agreement signed by Ms. [redacted].

We regret that Ms. [redacted] was unclear on how her minimum payments were calculated. It is our goal to ensure all members are clear on the products and services they receive from us. We are currently in direct communication with Ms. [redacted] to resolve this concern and to ensure she is clear regarding the terms of the product going forward.
We appreciate the opportunity to respond to Ms. [redacted].

Initial Business Response /* (1000, 5, 2016/02/18) */
We received and reviewed the complaint listed for [redacted] through the Revdex.com's site. Unfortunately, I am unable to locate a corresponding membership at the Credit Union based on the name and address she provided. Is there any other...

information available from [redacted] to assist us in identifying her account with Affinity Plus? Thank you -
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not solve anything but my member number is [redacted] (I believe this number is confidential, so I do not need it showed publicly.
Final Business Response /* (4000, 9, 2016/02/26) */
February 26, 2015
Revdex.com
RE: Complaint [redacted]
To whom it may concern,
Please consider this a response to the complaint Affinity Plus Federal Credit Union received on February 22nd, 2016 regarding [redacted].
Affinity Plus does require our members to carry continuous full coverage auto insurance on their vehicles for the life of the loan as outlined in our loan documents. Consequently, if a member's coverage does not meet these requirements, a policy will be added to the loan at the member's expense. Affinity Plus has identified Ms. [redacted] experienced a lapse in her policy coverage in 2015 which resulted in the force placed policy. Affinity Plus has made Ms. [redacted] aware of the lapse details via written and verbal communications. To date, Ms. [redacted] has not been able to provide proof of adequate insurance for the time period in question. Additionally, our records indicate Ms. [redacted] is currently not meeting our minimum insurance requirements for her auto loan. Affinity Plus has been in communication with Ms. [redacted] regarding the requirements as recent as February 24th.
At this time, Affinity Plus requests Ms. [redacted] provide us with proof of adequate insurance coverage for the lapse period in 2015 as well as her current policy. When this information is provided, Affinity Plus will review the documentation to determine if a reimbursement is appropriate.
Affinity Plus appreciates the opportunity to address Ms. [redacted]'s concerns and we look forward to hearing from her and resolving this matter.
Sincerely,
Jessica [redacted]
Director of Compliance
Final Consumer Response /* (2000, 11, 2016/03/07) */