Alaska USA Federal Credit Union

Member response sent on October 19, 2017.

Our management team has reached out to the member via phone and email and are awaiting a response to discuss/resolve her complaint.

Member was responded to via mail today, 2/24/2016.

A response was mailed to the individual on July 13, 2016.

The consumer's original complaint, which involved the dispute of a wire transfer, was addressed in the correspondence mailed on March 11, 2016, and again on April 21, 2016.  This most recent correspondence does not contain any new information or evidence with regard to the dispute in question.  Alaska USA has reviewed its records and confirmed that the credit union has handled this matter pursuant to regulations.  Therefore, the credit union considers this matter resolved.

Complaint: [redacted]I am rejecting this response because:
This case has been ongoing since February 18, 2016.  We have a large amount of correspondence  - letters to and from AK USA, Attorney General, and the NCUA (which is the FDIC for credit unions).  Instead of copying each letter, I will recap.
 
Please see the original complaint.  The NCUA addressed one regulation for the wire transfer.  This was only one of our issues with this credit union.
 
*    AK USA CEO - Bill E[redacted], AK USA COO - Brian W[redacted], and the Fraud Department were very aloof with our $80,000.
*    Tellers and branch supervisors should be looking over members history and ask questions on large withdrawals and wire transfers  (Especially International).  The employees who are handling members dollars and accounts should have training and be up to date on current scams.
*    Fraudulent banks / swift codes should be red flagged.  i.e. - google fraudulent banks in Mexico - Banamex covers both pages and is the only bank listed.
*    The timeline for communication to stop our fraudulent transfer:  We notified AK USA, 2/21/16  at 8:30am, they sent the message to Wells Fargo, who was the interim bank (NEVER THE ENDING BANK OF BANAMEX!)  the next day.  The dollar amount for the stop wire transfer was a huge error -  $80 Million dollars - it was suppose to be $80 Thousand dollars.  Wells Fargo’s response, “matter is received our attention, will respond in due course”.  AK USA followed up four days later - “Follow up”  Wells Fargo did not respond till 2/29/16.  Same response as above.  3/2/16 - 3rd request sent to Wells Fargo  Wells Fargo’s response - 3/3/16 - “unable to refund - funds are gone”.  As you can see from the dates and responses - no urgency with lots of errors.  Wells Fargo tells me that it takes 3-5 days for a wire transfer to Mexico.  They answer we recv’d from AK USA was that the funds were received on the same day we wired the funds, and they money started withdrawing then.  Many different withdrawals.  Why was Banamex never notified, why did the bank/credit union not use the phone.
*    Each and every bank that my family has spoke with asked why their was not a red flag or questions asked.  Our money has been moved to another bank.
*    Has the scam happened to an AK USA member previous to ours?
*    One last question, If AK USA were to be robbed on a Sunday, would be there  be an escalation plan, or would they wait till Monday for the appropriate department to open?
Sincerely,[redacted]

Member has been responded to by mail.

A response was mailed to the member today, June 1, 2016.

Member was contacted via phone on 3/1/2016.

The individual has been contacted via phone on 3/1/2016; the credit union considers this matter resolved.

A response was mailed to the member today, February 28, 2017.

Complaint: [redacted]
I am rejecting this response because: I feel this action was not proffesional and I should have gotten a phone call.
Sincerely,
[redacted]