American Airlines Credit Union

In response to Ms [redacted] complaint ID [redacted] , American Airlines Federal Credit Union (Credit Union), would like to apologize for any confusion that arose around the payment instructions needed for Ms [redacted] to establish a direct billing payment with Capital One from her Credit Union checking account.When Ms [redacted] contacted the Credit Union on February 22"d, we received an inquiry about seven of the nine NSF fees incurred totaling $The Credit Union was able to refund those fees to her account and a detailed message was left at the number listed on her account.We believe that we have satisfactorily resolved Ms***' concerns, and also believe she has the correct information to establish future direct billing payments from her Credit Union checking account

At this present time Mr [redacted] dispute is in pre-arbitration, which began on 2/28/The merchant has days from this date to respond, so a final decision regarding Mr [redacted] dispute won't be made until later this month.We're in the process of contacting Mr [redacted] to help explain the current status of his dispute.Sincerely,

I am the Vice President of Member Services at American Airlines Credit Union (Credit Union)We understand Ms [redacted] ’s concerns, and we apologize for any inconvenience that she experienced when speaking with us recently.Since we are continually faced with attempted fraud against our members’ accounts, our agents are trained to exercise great care in validating our members’ identities as a protection on their behalfRelying on information that is not generally available to anyone but the member is one of the strongest measures we can employ to protect our membersWe recognize that there is a delicate balance between protecting our members’ identities and inconveniencing them with excessive questions, and we sincerely apologize for this member’s inconvenience.As part of our on-going training practices for our phone agents, we will use this experience to further their skills at servicing our members while being sensitive to identity and verification issuesThank you for your comments and concernsWe always value the input of our members

The purpose of this letter is to notify you that the Credit Union has reached out to Mr [redacted] directlyWe were able to resolve Mr [redacted] issue If you need any additional information, please feel free to contact me at [redacted] Sincerely, [redacted] Legal Administrative Assistant

Complaint: ***
I am rejecting this response because: I was told multiple times on a recorded line that Bounce Protection Plus does NOT cover checksIf so, the deposit that I made prior to 7pm that same day, would have prevented me from being charged a $feeMultiple fees were charged in the past for checks not being covered under the Bounce Protection Plus program and now I have a manager documenting information stating that it is? My account has always been in good standing and I have been a member for over two years and have not experienced significant issues until American Airline agents started telling me incorrect informationAlso, the American Airlines FCU manager "*** ***" specifically told me that checks were paid from the balance and not the available balanceMy balance was sufficient enough to cover the item that was paidThe manager refused to contact me and own up to what she advised me ofNot only did she refuse to contact me, everyone in customer service refused to help meI am at no fault by only following the advise that I was given by your member service reps of the bankAnd yet I was just given more information by being told that Bounce Protection Plus covers checks when I know it doesn'tI should not be punished by being charged a $fee for something that is not my fault and being told wrong informationI expect a refund for the miscommunication on behalf of the bankI will close all my account including loan accounts that I am associated if you are refusing to to resolve the issue that you created.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My name is *** *** *** I filed a complaint against American Airlines Credit Union on regards of setting up external accountsAs of today Wednesday 12/21/this complaint has been resolved and I'd like to close this case
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is near satisfactory to meAs mentioned in my complaint I made numerous attpempts to be in contact with the AAFCUSpending hours on the phone with no feed backAs well as a few emails being sent in regards to this dispute and my concerns The only time the American Airline Credit Union responds is when I reach out to the Revdex.comI'd like resolution and communication from this financial institution without having to file a complaintI would like to give a poor review for AAFCU through the Revdex.com
Regards,
*** *** ***

Complaint: ***
I am rejecting this response because:I have provided supporting documents indicating the overdraft fees to the credit union and I have not received any response or reimbursement from them
Regards,
*** ***

Please find response attached

I am the Loan & Account Servicing Manager at American Airlines Federal CreditUnionThis letter is in response to the complaint from our former member,*** ***, dated March 11, 2015.In his letter, Mr*** stated that he was allegedly told by someone from theCredit Union that his account
would “automatically” close when he withdrew theremainder of funds from his accountUnfortunately, that is not correctWerequire a written request from the member to close an account, a loan and/or amembershipThe Revdex.com letter did not indicate a date, time orperson to which Mr*** was given this information.Our records indicate a withdrawal of funds was taken down to $on12/30/However, an Automatic Clearing House deduction continued fromhis checking account in January and February in the amount of $10.88.Additionally, the type of checking account that Mr*** had with us required adirect deposit each month in order to avoid a monthly service fee of $5.75.Without written notification to close the account and no direct deposit beingmade to the account, monthly service charges of $were charged for themonths of January, February, March, April, and May 2015.2Furthermore, our records also indicate, that with the negative balancewithdrawals in January and February, his Overdraft Protection Loan transferreda total of $to bring his checking account currentThis occurred up to thepoint where his Overdraft Protection Loan became delinquent.The checking account and overdraft loan activities were reflected in Mr***’smonthly statements from January through May which were sent to him.While his account, loan, and membership are now closed and paid in full, therewas a period of delinquency from the months of April to JuneThe currentreporting status for Mr*** is listed as “Paid.” It indicates only onedelinquency for May, covering a 30-day delinquent period, which our recordsindicate is an accurate report of his payment history with us.We do apologize that Mr***’s recent experience with the Credit Union hasbeen one of frustration

I am the Vice President of Payments & Digital Services for American Airlines FederalCredit UnionMs*** contacted us about a credit card dispute in the amount of $A letter was sent to Ms*** on 6/9/to the address on file advising that we needed additional information before
we could continue with her request.We didn't receive a response with the additional information being requested, so the dispute was closedAs a good faith gesture, we've processed a credit for the amount of $which will post to Ms***'s account on 8/11/We trust this resolves Ms***'s concern.Sincerely, *** ***Vice President of Payments

Hello Ms***. Attached is the information you requested regarding the complaint we filed. Please don't hesitate to contact me if you need any additional information. Thank you.Sincerely,Nicole J***George's P&H, LLC*** *** *** Road*** *** **Aquashicola, PA
18012###-###-#######-###-#### (Fax)On Sat, Sep 9, at 12:AM, *** *** wrote:MsJ***:I am not in receipt of the fax sent on 9/1/However, since you have indicated that you have filed in court may we please have a copy of the docket to review in order to properly disposition the complaint.On Fri, Sep 8, at 2:PM, Nicole J*** wrote:Hello Ms***. We received a letter from you yesterday regarding complaint ID ***. It stated that you have not received a response from us regarding this complaint. We actually faxed a response on September 1, 2017. It stated that we have started legal action against this person and so we cannot divulge any information on this matter until we go to court. Please don't hesitate to contact me if you have any questions. Thank you.Sincerely,Nicole J***George's P&H, LLC*** *** *** Road*** *** **Aquashicola, PA 18012###-###-#######-###-#### (Fax)Nicole J*** Sep (days ago)to me

I am the Vice President of Member Services at American Airlines Credit Union (Credit Union). We understand Ms. [redacted]’s concerns, and we apologize for any inconvenience that she experienced when speaking with us recently.Since we are continually faced with attempted fraud against our...

members’ accounts, our agents are trained to exercise great care in validating our members’ identities as a protection on their behalf. Relying on information that is not generally available to anyone but the member is one of the strongest measures we can employ to protect our members. We recognize that there is a delicate balance between protecting our members’ identities and inconveniencing them with excessive questions, and we sincerely apologize for this member’s inconvenience.As part of our on-going training practices for our phone agents, we will use this experience to further their skills at servicing our members while being sensitive to identity and verification issues. Thank you for your comments and concerns. We always value the input of our members.

I need this delinquency removed from my credit report.  I had made multiple attempts to close out my account in person and over the phone,  never once was explained by an American Airlines Credit Union employee that anything was required in writing.  If the process was properly explained it would have been done.  I was a loyal member of the credit union for over 10 years with no issues,  and will fully appreciate this be taken under consideration and having this matter resolved.  
Regards,
[redacted]

American Airlines Federal Credit Union has reviewed Ms. [redacted] account to better understand what happened in the days leading up to when the check in question cleared her account. First, we're sorry to hear she had difficulties with our phone center teams, and we're following up internally to see...

how we can improve this experience for the future.When the check in question was presented for payment, there weren't enough funds available to cover the item. But since Ms. [redacted] account was in good standing, we were able to cover this item for her through our Bounce Protection program. This overdraft program allows checks and ACH items to be covered up to $500 if funds aren't available, which prevents an item being returned as unpaid. There is a $25 fee for items we cover using this service, which is the fee Ms. [redacted] was charged. While Ms. [redacted] had funds on deposit in her savings account, currently her savings account is not setup as an overdraft source to be used before we cover an overdraft item with Bounce Protection.We've also reached out to Ms. [redacted] to see if she'd like to change the accounts available for overdraft before Bounce Protection covers an item, or to determine if she'd prefer to simply opt-out of overdraft coverage for checks and ACH items all together.Sincerely,[redacted]
Vice President of Payments

The purpose of this letter is to notify you that the Credit Union has reached out to Mr. [redacted] directly. We were able to resolve Mr. [redacted] issue.  If you need any additional information, please feel free to contact me at [redacted]   Sincerely,  
[redacted] Legal Administrative Assistant

Based on [redacted]’s response to our letter, we again reviewed the facts concerning his request to have the credit union remove a delinquency from his credit report. As indicated in the previous response, we have no record of any credit union error occurring with regard to giving him incorrect instructions on what is required to close an account and/or products, which he believe resulted in the delinquent payment activity and subsequent reporting to the credit bureaus. Additionally, he received monthly periodic statements from the credit union which showed the status of his account at the credit union.Our records only indicate the prompt closure on June 12, 2015 of his shares (savings), loan and membership, upon receipt of his signed authorization to close his account and the payment to bring his savings and loan accounts current. Because our records indicate a delinquent payment did in fact occur, the current credit reporting is accurate. Therefore, we are not able to remove the delinquency from his credit report.

Please see attached response letter

American Airlines Federal Credit Union was able to get in touch with Ms. [redacted]. I am pleased to say that we were able to resolve her issues associated with her establishing an account-to-account transfer using our online banking system. We have also agreed to provide her an account credit for any...

fees that she may have incurred at [redacted] once periodic statements can be provided from [redacted] can be provided to us.We're sorry for any inconvenience this has caused Ms. [redacted].

Our VP of Payments & Digital Services, [redacted],  has been in contact with Mr. [redacted] and have resolved his dispute. If you have any questions or need anymore information please do not hesitate to contact us. Thank you