Apple Federal Credit Union

From: [redacted] < [redacted] @***.com>Date: Sun, Jan 31, at 1:AMSubject: Complaint #: [redacted] To: [email protected] Whom It May Concern,It has taken me a while to respond to the last reply from Apple Federal Credit Union, because I am still dissatisfied with themI am not certain that I will ever be satisfied with this organizationI am not certain why MrsWebb made the statement that Apple Federal Credit Union was not obligated to credit my car note account, but did anywayI say this, because I have never known a financial institution to refund any money if it really was not owedAfter all, they are in the business of making, not giving moneyHowever, I do appreciate what she did, wholeheartedly I do not, however, appreciate the condescending statement that they did not have to do it Furthermore, I am not certain that I will ever be satisfied with Apple Federal Credit Union after my disturbing encounter as mentioned many timesI do want to mention the fact that an account with Apple Federal Credit Union is sold to new teachers who are entering Fairfax County Public Schools System for the first time, as one of our benefitsI feel that if FCPS found out about how I have been treated by Apple Federal Credit Union (AppleFCU), then this will never happen to anyone elseI will be more than happy to contact every school board member personally, giving them a copy of my letters and all of my complaints, outlining my concerns with the disrespectful treatment that I have received by AppleFCU employees, and that way I can be certain that no one else will have to endure what I have by these peopleI understand that the lady no longer works at this branch, but she was not fired, I’m sureShe got to leave on her ownShe probably got a promotion or a transfer to another branchI have already been told that I am not privileged to know what discipline she received, which means that she only received a letter in her file, which really means nothingHad I been a [redacted] woman, a complaint would have been expected and therefore, she would have been fired immediatelyWe all know that and I am just tired of the discrimination that I have been subjected toThis was such a traumatic experience for me, in which my stomach turns every time I just think of having to go into this place Yet, Sidney W [redacted] and her colleagues just expect me to get over it, as if this is a part of lifeWell, it is not for me and I do not deserve, nor expect to be treated in this type of manner ever again I am also still thoroughly disgusted by the fact that regardless of my attempt at explaining my income loss during the summer months, they refused to work with me with regard to my credit card accountMy other credit card companies worked with me and did not close my accounts, so why did AppleFCU not work with me on this? They worked with me regarding my car note and my line of credit, but why not the credit card? This makes no sense to meThey just closed the credit card and put it on my credit report as “closed by the guarantor”, which is very badIt reflects quite negatively on my credit report and I am furious about itThis makes me appear to be irresponsible, when I was just temporarily unemployedHow can I pay with no income? I cannot force FCPS to choose me instead of their buddies to teach summer school, so that I will have an income during these monthsAlso, I cannot help it if people in this area will not hire me for jobs outside of education, because they feel that I am overqualified and they are intimidated by my educational attainmentEvery year, beginning in January – for the past five years – I begin looking for summer employment, but no one will hire meIn addition to having years of teaching (science) experience, I have years of healthcare experience and with all of these hospitals and medical facilities here I cannot get a job? There are thousands of jobs available in the summer time, yet, these people here will rather not fill the position, than give someone a chance to work temporarily (even the ones listed as temporary/summer jobs)I explained all of this to the people within this institution and they keep telling me to enroll in their summer fund programHowever, I think that I would have joined five years ago, if that was economically feasible for meI have year old twins, for whom I have to provide childcare for, which hinders my ability to put money into their summer fundI have also explained this to them and they could care less, because my answer is not profitable for them This situation is so very disappointing because I actually found AppleFCU, not only as one of my employment benefits, but as one of [redacted] ’s approved financial institutionsI’m sure that she will be interested in finding out how people trying to follow her financial advice are being treated by these financial institutions that benefit from her referralsI just do not believe that I have only been taken seriously upon filing a public complaintI should not have even had to take time away from my job, family and leisure activities, to complain about something that these people know is totally inappropriateThen, the culprits try to make it seem as if they are doing me a “favor” by returning my moneyThis is absurd! This is my last response to anything that MrsW [redacted] or anyone else from AppleFCU states, because it is so offensive that they have totally discounted my feelings and tried to lie about it and say that no other customers heard that lady yelling my personal information throughout that lobbyThis was very traumatic for me (as stated earlier)Also, every time I go to the drive through teller window to withdraw money from MY account, the tellers have to go “ask” someone if I can have my own moneyBank of America has NEVER EVER treated me in such a disgusting mannerThese people no longer deserve my business at allI am in the process of paying that credit card, my car and line of credit off so that I can sever all ties with themI am also in the process of purchasing a homeI am even more disappointed, because I thought that AppleFCU would be my mortgage providers, however, everything happens for a reasonMost financial institutions do not want to revoke a loan, but I see that this is what they enjoy I do not even want to step foot inside that credit union again if I can help itI cannot say this enough, but, every time I just drive passed Applefcu (which is quite often, because I live on the same street as the credit union) I am reminded of this incidentI will never forget how I was treated and how AppleFCU has been totally insensitive to what happened to me (one sentence they pretend to apologize, but then say something condescending in the next)I believe that [redacted] County Schools and [redacted] s team will benefit from having this information and my next step is to inform them immediatelyI am just tired.Sincerely, [redacted]

Date: Fri, Feb 2, 2018 at 4:54 PMSubject: RE: My emailTo: [redacted] < [redacted] @mybbb.org>***,Below is our response to [redacted] :In November 2016, Apple FCU upgraded our online banking system. We apologize for any inconvenience this caused [redacted] when she attempted to transfer... funds. We would not expect [redacted] to be responsible for any fees that were incurred due to the upgrade or any system errors. Our records show that we refunded 3 fees in March 2017 and another October 2017. All upgrade issues were resolved by February 2017. As a courtesy however, I have processed a refund of nine additional fees to the checking account for a total refund of $261.00. The account currently has a balance of $163.41.If [redacted] has further questions, please have her contact Apple FCU at ###-###-####.Sydney W

July 14, 2015To: Revdex.com, [redacted] Re: ID [redacted] opened a joint account with his then minor daughter, [redacted] , in At that time, all disclosures were provided and signed The disclosures included information about the right to offset any account that either member holds which cause a loss to Apple FCU To prevent losses from counterfeit checks, Apple places holds on large deposits in case of returned checks However, financial institutions are required by law to give depositors access to most funds within two days If we could hold funds longer, we could prevent more losses like the loss on [redacted] ’s account Apple FCU tries to protect our members from fraudsters and crooks to every degree that we can This includes providing detailed information on our website about the various types of scams and by verifying the identity of members when transacting on their accounts Unfortunately, we cannot prevent every member from falling victim to fraud Under the Uniform Commercial Code (UCC), there is an implied warranty that when a check is presented for deposit to a bank or credit union, that the customer or member is warranting that a) the item is good or b) if it is not good, then they will make it good In instances where others are joint on the loss-causing account, financial Institutions are permitted the “right of offset” as their remedy.We recognize that [redacted] may not remember signing the disclosures given to him at the time of account opening The $2,can be refunded to his account if those funds are reimbursed to Apple by [redacted] or another source No financial institution can absorb the losses of this type of criminal activity, nor does the law require them to We regret that the [redacted] have suffered a loss to these criminals and understand the distress this has caused them We will fully assist any law enforcement agency in this matter and [redacted] and his daughter should take all of their documentary evidence to their assigned detective so they can develop leads which, hopefully, will trace to an address inside our country Apple’s Security Manager was himself a Police Officer and Detective before entering Corporate and Financial Security He maintains very close relationships with Federal and local detectives who have informed him in the past that this type of crime was probably initiated overseas and the funds were probably collected at a [redacted] location outside of the United States of America Sincerely,Sydney W***###-###-####

We have researched and reviewed the credit card account and statements covering the periods that *** *** mentions in his complaint. These statements were mailed to the address, *** *** *** *** *** ***, Woodbridge, VA ***. A review of each of the statements show that no payment
was made. The statements also show the past due amount for that month. Apple FCU also mailed late payment notices two weeks after each payment was missed. If these payments were made, we will need documentation in the manner of cleared checks or debits from bank statementsUnder the Fair Credit Reporting Act (FCRA), financial institutions are required to “provide complete and accurate information to the credit reporting agencies.” The FCRA covers credit card accounts; therefore, we are required to report all credit card accounts and accurate payment history. At this time, according to our records, there were late payments. If we receive proof the payments were made on time, we can adjust reporting to the credit bureau. The complaint mentions that fraudulent activity may have occurred against *** ***’s account without his knowledge. Apple FCU will be happy to assist in disputing any fraudulent activity. We need *** *** to identify the fraud and report it to Apple FCU in writing. If *** *** needs copies of his credit card statements, he should contact us at ###-###-####. By regulation, fraudulent activity must be reported within days of the original statement being sentApple needs more information to locate the two letters sent in April by certified mail. If *** *** can provide us with the certified mail tracking number, we will research to see who may have received the letters. *** *** may contact me directly for any assistance at my email or address belowSincerely, Sydney W*** *** *** *** *** Fairfax, VA *** ***@applefcu.org

From: *** *** Date: Tue, Feb 2, at 6:AMSubject: *** case numberTo: "[email protected]" you may throw this outthe business resolved my issue and did what I asked them to doso all is good. thank
you, *** ***
***@***.com

April 19, 2017Revdex.com of Metropolitan Washington DC and Eastern PennsylvaniaK StNW, 10th FloorWashington, DC 20005-3404RE: ID *** * *** *** ***Columbus, OH *** *** contacted us on March 15, after his application for a loan was declined primarily due to a
charged off loan to Apple FCU in As he indicates in the complaint, *** *** had co-signed on this loan that was eventually settled through a collection agency for a partial balance When *** *** contacted Apple in March 2017, we explained that a settlement for a partial loan balance means that Apple FCU would no longer attempt to collect further payments for the loan but it does not clear up the remaining balance due to Apple.Apple FCU’s current lending policy takes all aspects of a member’s financial situation into consideration Currently when a member has caused us a loss on a loan even as a co-signer, we will not approve any future loans to the member However, the member can continue to have other services with Apple such as savings and checking accounts as long as they remain in good standing *** *** currently has an account with Apple FCU that is in good standing We are obligated by law to report the correct and accurate status of loans to the credit bureaus, either current or past due We are reporting this as a charged off loan that was “legally paid in full for less than the full balance.” While the credit report shows the loan balance is zero, Apple took a loss of $3,on this loan Since we have not made an error in reporting the information about this loan, we cannot submit a correction to the credit reporting agencies However, due to the age of this loan, it will no longer appear on *** ***’s credit report after Further, it may be helpful to know that when applying for credit, lenders generally consider recent delinquencies more heavily Sincerely,Sydney W***Vice President, Service Delivery***

I accept Apple Federal Credit Union's remedy of the situation. [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Hello, Mr*** ***,I did read the response that was sent by Apple Credit Federal Union, and It's a known fact that the conditions did not apply to me at the time If that were the case, then the manager of AFCU, would not have stated that they needed to get in touch with the branch that I opened up the accountAlso it is there policy, I can get several notarized letter from members at the branch stating that days is there policy in repayment of an overdraft accountThe account closed after I called them to dispute the matterI'm disappointed in the way this bank is handling matter. Thanks,*** ***

Ms*** had asked for a payment arrangement to pay a past due loan with Apple FCU The workout agreement was approved based on the contingency that on time payments were made on April 2nd and May 2nd The 15-day grace period did not apply because this loan was already several weeks
past due When the first payment due April 2nd was not received and Apple did not hear from Ms***, an email was sent on April from Collections to advise her that the loan was in default I understand this email upset Ms*** and that it could have been written with more understanding Upon receipt of Ms***' complaint, Debbe B***, our Director of Collections contacted Ms*** on April by email and asked her to call her directly to discuss the email from MsH*** and her loan
We apologize that the email from MsH*** was so upsetting We will try to be more sensitive in our communications in the future Sincerely,Sydney W***

I have done business with AFCU for years including checking and savings, mortgage, insurance, and investment accounts I have been very happy with the service and my experiences there They have been very responsive when I have had questions or needed help

Dear *** ***Apple FCU is very sorry for the delay in processing *** *** title request We rely on a third party vendor to process our titles and are working with that company to find out why *** *** request took so long We are currently tracking the package to arrive at
the Maryland DMV (MVA) today, November 10th. We will monitor the package until it’s
signed by someone at the MVA and then we’ll call MVA to verify receipt so that *** *** can visit the MVA and finalize the state change without further
delays We have reached out directly to *** *** by email so he is aware of this information.We sincerely apologize for the frustration and inconvenience this has caused *** *** We have refunded the $fee to his account As stated above, we will monitor this process continually until it is resolved to Mr*** satisfaction Regards,Sydney W***
***

The recent change to "paperless" transactions within the bank is a step backwards in customer privacy In the past, the deposit slip clearly and privately explained what I need to do Now as I have to explain everything to the teller, everyone in the room now knows that I have put $xxx into checking, transferred $xxx from one account to another, and I will be leaving the bank with $xxx cash

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: yet again I am being lied to I went in to close my account and was told the affidavit that it says even in this complaint that I had completed was never received It clearly says in the above message that was received Everything seems to be a twisted web of lies.
Regards,
*** ***

I sincerely
apologize that my initial response was not acceptable; I should have done a
better job in communicating some of the actions Apple is taking internally to
improve our service As stated in
the complaint, *** *** contacted Apple in July when $was stolen from
her account at ATMs in Florida. Fraud is
a very upsetting and stressful event to any member and unfortunately, we
treated it as if it were routine and in a cursory manner. *** *** had taken the right steps by
notifying Apple as soon as she was aware of the fraud. At that point, Apple had the responsibility
to take handle the member’s problem promptly with the care and concern it
deserved and according to our core values of delivering personal service. Unfortunately we did not live up to these
principles *** ***
is correct that the fault of how her fraud claim was handled rests fully with
Apple FCU. I should have communicated
this in my response and regret that I did not convey our ownership of the problem. Although we do rely on a vendor to process
claims, it’s our responsibility to ensure that phone calls are returned and
that we and our vendor follow through on our commitments. We know that we are ultimately responsible
for all our internal processes and that we need to improve
*** ***’s
fraud claim was completed on 7/28/as far as the funds being returned to
her accountOur Debit Card Services Manager is still working with the vendor on
some of the issues around the fraud claim.
They have assured us that the issue with their voicemail box being full
has been fixed. We are still waiting to
hear from their management regarding the lack of phone calls being returned This is a concern for us and we realize we
need to monitor our fraud cases more closely.
Internally here at Apple, we are implementing a better process for
follon claims and improving communication with our members on their fraud
cases *** ***
pointed out in the complaint that Apple should reintroduce the concept of
personal service and suggested we should revisit our mission statement (or
change it) and we agree. Several months
ago, we recognized that in many situations, our service was falling short. Since then, Apple FCU has been developing a
number of member service improvement initiatives We are planning to roll out a new member
service program in the next few months. As
*** *** recommended, we are recommitting ourselves to our mission of
providing personal service to our members Again, I am
very sorry that my first response was not adequate. I would be happy to talk to *** *** directly
in more detail about the work we are doing to improve our service and/or the
follow up we are doing with our fraud claim vendor on her case. If she is interested, she may contact me
directly by phone or email Sincerely,
Sydney W***
###-###-####
***

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

Apple Federal Credit Union (FCU) is a full service financial institution located in Northern Virginia. We provide auto financing for local area auto dealerships and also some online auto financing websites. Loan applications are routed to our system by a company called Rate Genius.
On August 10, a loan application was submitted to Apple FCU for *** *** for a *** ***. This resulted in the credit bureau inquiries. The application was later withdrawn so no loan was processed. If *** *** did not apply for this auto loan, she can contact me directly so I can assist her further. My direct phone number is ###-###-#### or my email is ***@applefcu.org. Sincerely, Sydney W***Vice President, Service Delivery

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The letter of Guarantee was not sent on November 15th at 2:pm as stated by the response from Apple Federal Credit Union, it was not sent until November 27thMy complaint has been resolved I am not longer in need of assistance in this matter
Regards,
*** ***

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

Apple Federal Credit Union (AFCU)
participates in the Shared Branch network in order to provide our non-local
members (or local members traveling outside the Virginia area) access to branch
banking across the country. Some
credit
unions do not assess fees for shared branch banking, however, it is up to the “home”
credit union whether to assess a fee. Since
Apple must pay the Shared Branch organization fees when members use this
service, like some credit unions, we pass along part of the cost to our
members. The fees are legal and are
included in our member disclosures
When *** *** contacted Apple’s
call center recently, he was initially given the wrong information twice about who
assesses the fees. Once the call center
representatives checked with their manager, they relayed the accurate
information to *** ***. One fee of $had been assessed from *** ***’s account and AFCU refunded
the fee on 1/19/ We sincerely apologize for giving the wrong information to *** ***
Apple does offer a checking
account product (Advantage Checking) that provides additional features
including free shared branch banking.
There are also options for making deposits that would be free such as
mobile depositsIf *** *** would like more information regarding these
products, our Member Service Center at ###-###-#### or
###-###-#### would be happy to assist him
We are sorry that *** *** was
not aware of the Shared Branch fees prior to the fee assessment and that he was
given wrong information by call center representatives. We have updated our training manuals so that call center reps are better trainedSincerely,
Sydney Webb

August 15,
Revdex.com
K Street, NW, 10th Floor
Washington, DC 2005-
RE: *** ***
ID ***
Apple FCU has no record of a payment made on *** ***’s loan in July
We have researched all transactions in July to ensure that we did not receive a payment and misapply it to a wrong accountNo payment was been processed from *** for $during JulyThis indicates that we did not receive the checkThe receipt mentioned in the complaint is a receipt the member received from *** and this receipt should assist her in getting a refund from them
On April 12, *** *** visited an Apple Branch to discuss the missing paymentAt that time, we explained that she will need to contact *** to see if the check has been reconciled and if so, provide Apple FCU with a copy of the checkIf the check has not been reconciled, she should be able to get a refund or have them reissue the checkThis is the only way to resolve the issue
We are sorry we cannot resolve this issue until we have more information from the member
Sincerely,
Sydney W***
Apple FCU