American Eagle Federal Credit Union

Review: American Eagle Federal Credit union which I have been a member of for at least 15 years, recently added new fees for using their credit card to prevent checking account overdrafts. For the past 15 years, this service was free. When I checked my on-line account July 9, I notice $108.52 in overdraft fees on my credit card. I promply called their service desk and request that the fees be waved, and that going forward I would accept any fees if they occur after today. They refused to wave the fees.

Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I request that $108.52 in fees be waved.

Business

Response:

Business Response /* (1000, 5, 2013/07/23) */

Contact Name and Title: [redacted] VP

Contact Email: [redacted].com

Mr [redacted] is correct, this is a new fee which was implemented earlier this year. Notifications were sent to all members with their December monthend statement of all fee changes implemented. This fee did not go into effect until June 1, 2013. The fee is a $10 charge for anytime a member uses their American Eagle VISA to cover an overdraft from their linked checking account. We are researching the item further and will respond in more detail once our investigation is complete.

Business Response /* (1000, 7, 2013/07/23) */

We have reviewed Mr [redacted]'s account and have made the decision to waive the fees as requested. This is an exception, and is being provided to Mr [redacted] based on his length of membership and account in good standing. Mr [redacted] will see the fee waiver on his next account statement.

Review: I am writing for your assistance with my former bank, American Eagle. On November there was a charge on 11/7/13 for $195.00 or $159.00 from a company called [redacted] down in [redacted]. I called them right away and told them I did not authorize this charge. The women I spoke to refused to take off that charge and refused to help me. I told her I never would have put through the charge because I did not have the money. I called my bank right away and told them it was an unauthorized purchase and the situation and the bank refused to help me. This charge was put through on my account with a balance of only $10.00 and I did not have enough money to cover the charge. The bank put through the charge anyway and created a negative balance on my account. The authorized purchase was put through on a card # ending in [redacted]. I told them at the time I was a victim of ID theft. That is not even my charge card number. I was dealing with some personal issues and was trying to get into graduate school and forgot about this problem. They put through the charge with a small balance that was not enough to cover the charge. I told her I am on welfare and did not have the funds to cover the charge. I called the bank again in December when I got the statement. I spoke to [redacted] in the banking center. I told her at the time I was again a victim of ID theft. She said she was to send me a form I had to fill out in order for the bank to file a complaint. I never received the form until the beginning of January. I was told I had to do this right away but I had again personal issues and I was again dealing with trying to get into graduate school. I told her I was on welfare and have no income. I called again today to dispute negative balance because I received a letter stating my negative balance I was put on the [redacted] system and now I cannot do any banking and this has negatively affected my banking priviledges. I was told today that I had 60 days to dispute the charge and my account was closed and chargDesired Settlement: 159.00 be taken off my account and my name taken off the [redacted] system as a negative finance person, and my account back in a good status and then closed, I would also like an apology because they did not take care of this back in Nov when I first called and refused today to help me even after me tellign them I have no money to recify this charge

Business

Response:

Website Complaint Response:

We have received a copy of your letter to the Revdex.com and the regulators regarding the situation with your checking account. According to our records, your account went into a negative status on November 9, 2013, due to a debit card transaction in the amount of $159.00. The transaction cleared because you had opted in for ODP coverage of your debit card transactions. This transaction generated a fee in the amount of $35, which was later reimbursed as a courtesy. We contacted you on November 29, 2013, to make you aware of the negative status of your account and to notify you that it needed to be corrected or your account would be charged off. When you returned the call, you notified us that the transaction was fraudulent and unauthorized. You were instructed to stop by one of our branch offices to complete paperwork in order for your dispute to be processed. On December 9, 2013, we noted that your account was still in the negative, so we contacted you again. You indicated at that time you did not have an opportunity to come to one of the branch offices, and this being a time sensitive issue, we sent you the paperwork to complete and return to us for processing. By January 8, 2014, we had not received the completed forms and your account was now 60 days negative and was placed on a charge-off status. You were notified in writing that your account had been charged off and reported to [redacted] Systems for a negative balance. We next had contact on January 22, 2013, when you called to let us know that you were too busy to complete the paperwork. You were informed at that time that the limitation to report the fraudulent transaction had expired. The timeframes for reporting fraudulent transactions are clearly outlined in the Member Information booklet you received at the time of your account opening, and that you agreed to as an account holder with American Eagle FCU. Our staff made several attempts to contact you and to help you with the claim process; however you failed to complete the necessary paperwork to submit the claim. For these reasons, we made the decision to close your account and report you for negative activity. In the interest of working with you, we will remove the [redacted] Systems record against you, so that you may open a relationship with another financial institution. All fees associated with this transaction have already been refunded. The negative balance in your account will remain in collection until such time that you repay the balance.

Sent on: 2/27/2014 11:38:53 AM

Review: I am a small business owner and been a member with American Eagle Federal Credit union for at least 3 years. As an independent insurance agent I am filing this complaint because it disgusts me for Mrs. [redacted] to repeatedly cheat my business brokerage account without remorse. The latest is involved a couple deposits that I made early in the morning to my account on 10/07/2013, one was $1112 and the second was $222.24, that's a total of $1334.24. As usual, after I made those deposits, these insurance companies would wait for a day or 2 to sweep or debit the money from my account. Late afternoon on 10/08/2013 one insurance company attempted to withdraw the $1112 but Mrs. [redacted] said the money was unavailable. That's a complete lie because the money was available. As a result, AEFCU deceptively debited $42.81 from my saving protection account as an overdraft fee. Soon, the other insurance company went to sweep the $222.24, AEFCU charged me again another $10 as an additional overdraft fee. In total they scammed my account $52.81. These type of abuses should not go unnoticed because it has been a pattern that AEFCU keeps engaging in unfair business practices. I spoke with Ann Mary and was told that she would resolve this matter but she did not. This continual harassment and cheating must stop. I humbly ask Revdex.com for its prompt assistance to help me recover these $52.81 from AEFCU (American Federal Credit Union. ThanksDesired Settlement: I would like to refund the $52.81 back to my saving protection account.

Business

Response:

To Whom It May Concern,

Mr. [redacted] of [redacted] has been a member with our institution since 02/18/2011. He holds 3 Business Checking Accounts and 1 Business Savings Account with our Fl and has our overdraft privilege product covering these checking accounts. He has had various instances where he has had items come through when the funds were not available in his account. When this has occurred, his overdraft privilege has paid the items and charged him a fee. Since January 2012 to present we have reimbursed him over $300 in fees, far more than what our current processes typically allow for and various members of our staff have explained the overdraft policy as well as our check hold and Funds Availability policies. Further, we have provided Mr. [redacted] with a variety of other options he might consider to avoid having recurring overdrafts. We have been clear that unless we make an error, he will not be reimbursed any additional fees unless we revoke his Overdraft Privilege. Many staff members, including senior level employees from our Branches, Member Contact Center and Branch Administration have spent an excessive amount of time discussing how all of our overdraft products related to his account work and additionally discussed many other options for him to consider, up to and including the following:

• Setting up bill payment and initiate his payment transactions based on his schedule of deposits

• Setting up additional forms of overdraft protection on his accounts

• Setting up recurring transfers through Home Banking

• Changing Direct Deposit to go into the account where most of his bills are paid from

• Working with his clients to make certain he has available funds prior to checks coming through

• Set up a Business Checking account with a Commercial bank that has a wider offering of services

It has been our experience that regardless of the time our staff spends with him, the various options we have provided and the excessive "goodwill" fee reimbursements we have provided to him he is not satisfied nor has he truly learned how to effectively manage his business accounts.

If you have any further questions or concerns regarding this member please contact me directly to discuss, I can be reached at ###-###-####, ext. [redacted] or email me at [redacted].

Sincerely,

Review: I have been with AEFCU for a few years, and never had a complaint before. A couple of months ago I overdrew my account due to my neglect, and I deserved the 2 $35.00 overdrawn fees, because I did not keep proper track of my transactions, but AEFCU has been making my account negative by charging an extra $35.00 and making my account negative, before the transactions are posted. It has happened again today, and it is a little frustrating to see my balance go from $172.76 minus a transaction for $153.99 which left $18.77 in my account. I had one more transaction that was coming out for $20.00 which I was short $1.23 (the money was in my savings)AEFCU deducted $35.00 for no reason which made it negative -$16.23 then deducted the $20.00 which made it negative -$36.23 and then charged another $35.00 on top of it. I have worked at a bank before and I know there's something's that are done differently, but taking out extra $35.00 and making a customers accounts negative for no reason are not one of them. I tried speaking to customer service before and they are like on our end it looks different that is why we charged it twice, but if you see my statement they clearly make my account negative for no reason. I will paste a copy of my statement minus account numbers etc. This is for this month starts from the bottom up. [redacted]Desired Settlement: I would like to get reimbursed the extra 3- $35.00 transactions for a total of $105.00. I am not disputing the ones that I caused for my neglect, but the ones that they took out and made my account negative prior to anything clearing for no reason, because my statement clearly shows it.

Business

Response:

Website Complaint Response:

Member complaint regarding the assessment of overdraft fees, and request for reimbursement. Upon review of the transaction history in the member's account, there were no fees assessed in error. The member did not have her savings linked to her checking for overdraft protection, and therefore we were unable to move funds to cover her transactions. On February 15, 2014, Ms [redacted] had an available balance of $155.40, this was a combination of her actual balance of $175.40 and a $20 debit card transaction hold. On the same day two transactions attemped to clear; one debit card transaction for $2.64, and a loan payment transfer of $153.99. These transactions left an available balance of (-$1,23), which triggered the $35 overdraft fee. That fee left Ms [redacted] with a balance of (-$16.23). On February 16, 2014, the $20 debit card transaction cleared the account and the hold was released, leaving Ms [redacted] with an available balance of (-$36.23) which triggered a second overdraft fee of $35. We have rebated fees to Ms [redacted] in the past, $70 rebated in 2013, and one of the $35 fees rebated in 2014. We will rebate one additional $35 fee as a result of this complaint, and as an exception our our standard practice. We recommend that Ms [redacted] come into a branch location or call our Member Contact Center at ###-###-#### to enquire about having her savings linked to her checking account for overdraft protection at a lower fee per transfer of $10 instead of the $35 overdraft fee.

3/27/2014 3:34:53 PM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,