Apple Federal Credit Union

To Whom it May Concern:
We have researched the complaint filed by *** *** regarding the negative payment history on his auto loan with the credit bureau We have determined that the payment history on his loan was on time each month until the final payment in May Due
to this, we have removed the late payment report to the credit bureaus It may take a few days for the credit bureaus to update their filesWe apologize to *** for the service he received when he contacted us regarding this issue
Sincerely,
*** ***
Apple FCU
###-###-####

Date: Fri, Feb 2, 2018 at 4:54 PMSubject: RE: My emailTo: [redacted],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

March 28, 2018Apple FCU apologizes for this delayed response to [redacted]’s complaint from January 29, 2018. We had been in direct contact with [redacted] to resolve the issue and neglected to notify the Revdex.com and respond to the complaint,[redacted] is a valued member of Apple FCU...

and her accounts are in good standing. When [redacted] was re-enrolled in the overdraft privilege last year, it was done incorrectly which caused the problem in she experienced the January complaint.Upon receipt of the complaint, I had someone review the overdraft program on the account and the error was found and rectified.I contacted [redacted] in early February and let her know that we fixed her account and had refunded the fee. I also sent her a letter that she could share with the other merchant involved in the transaction that this was an Apple FCU error.We sincerely apologize for the inconvenience that [redacted] experienced. She is more than welcome to contact me directly at any time.Sincerely,Sydney W.Vice President, Service Delivery

Dear [redacted],
RE:  Complaint #[redacted]
We have received
the complaint from [redacted] regarding the wrongful repossession of her
vehicle by Apple FCU and below is our response.
Apple
FCU received an impound notice on 9/15/2015 from the District of Columbia
stating that the...

member’s vehicle had been impounded on 9/4/2015 and fees owed
were $570.00.  Apple FCU paid the impound
fees and the vehicle was released to our agent on 9/25/2105.  At the time,
the member’s auto loan was 71 days past due, with a date of last payment of
7/6/2015.   [redacted] had broken two promise-to-pay
arrangement on 7/20/2015 and 8/28/2015 telling us she was unemployed and
couldn’t make full payments. The member had promised another payment on 9/5/2015,
and we had agreed to work with her. 
Unfortunately she did not make a payment nor did she contact us.  
Apple
FCU was not required to send the member an “intent to repossess” notification, since the vehicle was not in her possession as it had been picked up from the DC impound lot. A copy of the notice is
heretofore attached. Also, Apple FCU sent the required redemption notice to the
member giving her the required time period to redeem the vehicle. Attached is a
copy of that notice.
It is
Apple FCU’s position that this repossession, while unfortunate, was not
wrongfully executed.  Apple FCU has a fiduciary duty to our membership to
take actions necessary to protect the assets of the entire membership by not
incurring unnecessary losses.
 Regards,Sydney W[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This is a cop out response which indirectly places ownership on a national retailer vs Apple's need of internal process improvement.   On the phone Apple recognized there is an error in the process.  They should address the flawed process and need to improve it. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Neither of the attachments that the creditor attached were sent to the address on file,
nor my current residents on file in which Apple Federal Credit Union is
informed of. There is no proof of postage just an attachment of a pdf. that I
could have created.
Furthermore, I was in the process of paying off the debts of
the impound and worked with the DMV with that settlement and was never informed
that Apple Federal Credit Union has repossessed my vehicle from the impound
that I was paying.
Once I was on my final payment and was attempting to set up
arrangements to pick up my vehicle, I was then informed that Apple Federal
Credit Union had possession of it. Even still, it never states that the
Creditor does not have to send me notification. That is false on the creditors
behalf. I never received any notification from Dc impound that the fees that I
was also making installments on were paid, as I am still held responsible for
paying the exact same fees.
I contacted the creditor to come to an understanding immediately
as once again I had not been informed of ANYTHING, neither by mail nor phone. I
communicated to apple by phone and email and set up an installment plan to at
least lower the amount due on the car after repossession. This installment
agreement and email is attached. You will find that I requested that the funds
be taken out on starting September 5, in which not one payment was removed. On
September 20th, again no fees were taken out from the creditor and at this
point I no longer felt comfortable with the automatic plan as the creditor was
not abiding by the request. During this time, I reached out to the creditor to
get an understanding of why the installments were never taken out. The same
creditors that claim I fell through on payment promises when I informed them
that I would be behind due to my loss of job, they did not take two
installments out for some reason. This was not comfortable, as I could not
understand why. Furthermore, I requested the information of the date location
and time of the vehicles auction, and never got that information from the
creditor. I was given a number, in which I left a message, and still never
received any feedback. Lastly, I had to find out the location of the storage on
my own in which my vehicle was stored at. I was given a number completely out of region by the creditor and had to find the subcontractor to locate my vehicle. Due to the lack of notification,
was unable to retrieve my items (aside from my tags) because of the delay.
Apple Federal Credit Union has done a poor job in informing
me of what I needed to know and what by law I was suppose to be notified of:
Once again, they did not inform me of the repossession by
mail which by law states must be done, regardless of the location of the
vehicle.They were sneaky in repossessing the vehicle by not
informing me, by not informing me of the vehicles location to claim my items,
and by not informing me of the auction even after the information was
requested.
After I attempted to continue installments after the car was
shipped off to storage with no notification of repossession, Apple federal
credit union failed to withdraw the installments from my account, even though I
submitted a request for them to do so, a month ahead of time. Their claim that
I unfortunately fell through on a payment is slanderous, as I have had issue
with them automatically taking out payments unauthorized, and I was refunded
over $300 because of their mistake. Because of that I am uncomfortable with
automatic payments not being withdrawn for some strange reason that I was never
given justification for.
Creditors can not just do what they want with people and
property, I was always in communication, the creditor denied me that justice. I
was always honest, too honest, and the creditor denied me that same respect. I
never attempted to connive the creditor, yet I had to find out after the fact
on my own time, that not only was my car repossessed but it was repossessed
before I could even have a chance to make the full payment on Oct 5, 2015. That
is unjust.  Everything about this situation is unjust and with a careless attitude, I could have retrieved my car by now but I still to this day do not know where the auction was. I do not know what the creditor got in value for the vehicle and I do not know if I am owed any money back from the auction. There is no way that I am suppose to be this lost and upset and feeling so done wrong. Absolutely unacceptable and there is no one to blame but Apple Federal Credit Union. The creditor held all the information and failed to notify me and that is unlawful.
Regards,
[redacted]

Ms. [redacted] 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. [redacted], an email was sent on April 11 from Collections to advise her that the loan was in default.  I understand this email upset Ms. [redacted] and that it could have been written with more understanding.  Upon receipt of Ms. [redacted]' complaint, Debbe B[redacted], our Director of Collections contacted Ms. [redacted] on April 11 by email and asked her to call her directly to discuss the email from Ms. H[redacted] and her loan.  
We apologize that the email from Ms. H[redacted] was so upsetting.  We will try to be more sensitive in our communications in the future.  
Sincerely,
Sydney W[redacted]

Thank you for giving us the opportunity to respond to this complaint.  We are very sorry that [redacted] had so much trouble in getting us to send the letter of guarantee to her insurance company.  We have confirmed now that the letter of guarantee was sent to [redacted] on November 15th...

at 2:00pm.  I have also spoken to [redacted] and apologized for all the inconvenience she was caused.
Part of the problem was that we had some trouble getting an employee at [redacted] to return our calls.  After no response, we called the [redacted] 800 number and reached Paulina who promptly handled our questions and we sent the letter to her on the same day.  
Apple is reviewing our fax processes to prevent a similar situation from happening again.  We appreciate that [redacted] has brought her concerns to our attention as it has given us an opportunity to look into what happened and fix some systemic issues.
Sincerely,
Sydney W[redacted]
[redacted]

I am sorry that Ms. [redacted] has rejected our second response.  Her statement that a member has “twenty-one days to repay the $1,000.00” is not Apple’s policy. As mentioned in our first response, Apple FCU is not obligated to offer overdraft privilege.  It might be helpful to share our disclosure regarding the overdraft privilege.  The disclosure below is included in our membership application that every new member including Ms. [redacted] agrees to when they sign the application to open their membership with Apple FCU: Overdrafts – You understand that we may, at our discretion, honor withdrawal requests that overdraw your account.  However, the fact that we may honor withdrawal requests that overdraw the account balance does not obligate us to do so later.  So you can NOT rely on us to pay overdrafts on your account regardless of how frequently or under what circumstances we have paid overdrafts on your account in the past.  We can change our practice of paying overdrafts on your account without notice to you. Currently the checking account is overdrawn and has been sent to a collections agency, [redacted].  The overdraft privilege has been permanently revoked on the account.  To begin the process of bringing the checking account back into good standing, Ms. [redacted] should contact them at ###-###-####.  If Ms. [redacted] has any further questions regarding this, she may contact me directly. Sincerely, Sydney W[redacted] ###-###-#### Tell us why here...

Thank you for giving us the opportunity to respond to this complaint.  We are very sorry that [redacted] had so much trouble in getting us to send the letter of guarantee to her insurance company.  We have confirmed now that the letter of guarantee was sent to [redacted] on November 15th...

at 2:00pm.  I have also spoken to [redacted] and apologized for all the inconvenience she was caused.Part of the problem was that we had some trouble getting an employee at [redacted] to return our calls.  After no response, we called the [redacted] 800 number and reached Paulina who promptly handled our questions and we sent the letter to her on the same day.  Apple is reviewing our fax processes to prevent a similar situation from happening again.  We appreciate that [redacted] has brought her concerns to our attention as it has given us an opportunity to look into what happened and fix some systemic issues.Sincerely,Sydney W[redacted]

Apple FCU has investigated the complaint for [redacted] regarding the payment history on his Apple Auto Loan 002.  In November 2016 payments for the loan were set up to recur on the 1st and 15th of each month at the request of [redacted].  Prior to this time, payments had been made from...

another financial institution but not on an automatic recurring basis. It’s true that payments to the loan were cancelled twice but these cancellations were not initiated by Apple FCU.  One payment was cancelled in November 2016 as an “unauthorized” payment and another was cancelled in January 2017 due to a stop payment placed with the other financial institution.  Each time a loan payment was late, Apple FCU notified the member.  Email notifications were sent automatically by our system and Apple FCU contacted the member multiple times during the past two years by phone and email.  Financial institutions are legally required to report fair and accurate information to the credit bureaus and therefore we are unable to change the late payment information that has been reported on this loan.  Apple FCU is here to help our members as much as possible.  We offer a free financial education to our members through a company called BALANCE.  They offer debt management and credit counseling as well as assistance on how to improve credit scores.  BALANCE can be reached at ###-###-#### or www.[redacted].net/[redacted]/applefcu/ Sincerely,Sydney W[redacted]###-###-####

From: Sydney W[redacted] Date: Tue, Dec 8, 2015 at 11:50 AMSubject: Complaint: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Dear [redacted],  We have received the response from [redacted] to our initial response of November 9, 2015 regarding the “wrongful repossession” of her vehicle by Apple FCU. Apple FCU disputes the statements in [redacted]’s letter and has a copy of original certified mail sent on which was returned to our office  “UNCLAIMED”. We have also attached a copy of the USPS tracking for this certified mail showing the attempted delivery. As stated in our initial response, Apple FCU received an impound notice on 9/15/2015 from the District of Columbia stating that the member’s vehicle had been impounded on 9/4/2015 and fees owed were $570.00.  Apple FCU paid the impound fees and the vehicle was released to our agent on 9/25/2105.  At the time, the member’s auto loan was 71 days past due, with a date of last payment of 7/6/2015.   [redacted] had broken two promise-to-pay arrangements on 7/20/2015 and 8/28/2015 telling us she was unemployed and couldn’t make full payments. The member had promised another payment on 9/5/2015, and we had agreed to work with her.  Unfortunately she did not make a payment nor did she contact us.  Also, during the conversation of 8/5/15, [redacted] told us she could not afford to pay for the vehicle, and then disconnected the call.  After 8/28/15, the member did not contact us again until 9/30/15, 26 days after DC impounded the vehicle, and 5 days after the vehicle was in our possession. It was explained to her at that time that the loan balance was being accelerated and needed to be paid in full to redeem the vehicle. She asked about how to make payments toward the anticipated deficiency balance as she could not afford to redeem the vehicle. Again, as stated in our previous response, Apple FCU was not required to send the member an “intent to repossess” notification, as the vehicle was picked up from the DC impound lot. A copy of the notice is heretofore attached. Also, Apple FCU sent the required redemption notice to the member giving her the required time period to redeem the vehicle. Attached is a copy of that notice. It is Apple FCU’s continued position that this repossession, while unfortunate, was not wrongfully executed.  Apple FCU has a fiduciary duty to our membership to take actions necessary to protect the assets of the entire membership by not incurring unnecessary losses.  If Apple FCU had not taken action to pick up the vehicle from the DC impound, the vehicle would have been sold on a mechanics’ lien, and the membership would have incurred an even greater loss.  There was no indication given by the District of Columbia that the member had been in contact with them at all.  Sincerely,Sydney W[redacted] Sydney W[redacted]Vice President, Service DeliveryApple Federal Credit UnionImproving lives.  Fulfilling dreams. ###-###-#### – Phone###-###-#### - Fax

Dear [redacted],
We are sorry to hear that this issue has not been resolved for Ms.
Parker as we have been responding to these concerns since January 2015.  At that time, we received a letter from [redacted]
complaining about Loan Shield fees (premiums in the amount of $268.91) on...

her
Apple auto loan #1 as well as [redacted] that was force placed on her
loan in the amount of $2,776.00 because Apple FCU had not received the required
proof of insurance on the loan.  Jonathan
G[redacted] from Apple called [redacted] in January and reviewed her account history
with her over the phone and let her know that the Loan Shield premiums were fully
refunded to her loan on May 7, 2014. 
He also explained that once Apple FCU received proof of auto insurance
from [redacted], we refunded $2313.00 to the loan on May 12, 2014 retaining $194.00
for the time period that her policy lapsed from October 3, 2014 to November 1,
2014.  Mr. G[redacted] also explained to [redacted] why Apple FCU could not re-open her [redacted] credit card.  On February 2, 2015 Apple FCU sent a letter
to [redacted] recapping all of the above.
On February 17, 2015 Apple FCU received another letter from Ms.
Parker stating that she was writing for the fourth time regarding these
issues.  According to our records, this
was the second letter.  This letter
restated the same issues that were in the addressed by Mr. G[redacted] over the phone
and by letter on February 2nd. 
Apple FCU tried to reach [redacted] by phone on February 25, 2015 and
left [redacted] a voicemail message. 
When we did not hear back from her, Apple FCU responded in writing on
March 2nd, sending copies of her account statements and explaining
the following:
1)    As stated
(in the previous letter), the Loan Shield premiums on loan #1 ceased being
charged your account effective February of 2014.  All prior premiums that were charged on loan
#1 from 8/31/2013 to 1/31/2014 which amounted to $268.91 were credit back as a
courtesy to your loan #1 on your loan #1 on 5/7/2014 (highlighted in yellow on
the statement). 2)    On
January 1/8/2014, $2,776.00 was added to your loan #1 for [redacted] Insurance.  Your personal policy had lapsed which
required us to add this auto insurance to our loan.  Once we received notice that you had your own
personal insurance policy, we credited your loan #1 back for $2,313.00 on
5/12/2014 (highlighted in yellow on the statement.) 3)    The
charge you see on your auto loan on 11/26/2014 for $194.00 was [redacted] Insurance
that was purchased to cover your auto loan for the time period your personal
policy lapsed (10/3/2014 – 11/1/2014) (highlighted in yellow on the statement.) 4)    As far as
your [redacted] credit card being declined, we have included a copy of the adverse
action form that was sent to you at the time your request was denied.  This form states the reasons your application
was denied.
The Revdex.com Complaint states a disputed amount of $1,200.00.  I have reviewed [redacted]’s account and only
see that all the Loan Shield Premiums and [redacted] insurance was fully refunded.  [redacted]’s auto payment which had been
increased to cover the [redacted] insurance. 
After the $2,313.00 refund, Apple recalculated the loan and reduced the
payment to its original amount.  If [redacted] would like to provide additional information, we would be happy to
research this matter further.  My direct
contact information is included below if [redacted] would like to contact me.
Regards,
Sydney W[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]
I am rejecting this response because:1) I did not ask or request to open a joint account with my daughter.  I would like to request a copy of the disclosure with my signature showing the "right to offset
any account that either member holds which cause a loss to Apple FCU."  That is basically signing a blank check for either my daughter or myself that the other person should not be liable for.  This is unacceptable.  Anyone knowing the possible ramifications would not accept such a risk.  Ever!2) I am not aware of any law that "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."  However, I do not believe there is any reason Apple FCU could not reach out to [redacted] to state they were continuing to research the check.  If they had, then she would have continued to hold the check instead of proceeding with her employer's request.  3) I appreciate being provided the following information by Apple FCU.  I wish that type of communication was known to all customers.  It would allow members to make informed decisions:"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."4) My daughter and I are trying very hard to have the funds reimbursed to Apple by another source.  My daughter and I suffered the loss.  My daughter and I were members of Apple FCU.  Therefore, Apple FCU ALSO suffered the loss but instead of helping the members that make up their institution, they took the money from me without notification of any kind.  Apple FCU "can absorb the losses of this type of criminal
activity" and yes it is true the law does not require them to.  However, we have contacted local law enforcement and gone nowhere.  In addition, we have reported the loss to [redacted], the FCC, and the FBI.  We have not received any help so far.  5) If Apple FCU is willing to assist in this matter, then assist.  Stop standing on the sidelines.  This could be a great chance for Apple FCU to actually help their members rather than state "we will fully assist."  The perfect reason to assist has been provided by Apple FCU in their response:"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 Western
Union location outside of the United States of America." 
Regards,
[redacted]

Recent changes to on-line banking system no longer permits me to conduct the banking I need. I have closed all accounts. In addition, the Springfield, VA bank manager does not take responsibility or accountability for assisting customers when/if other departments are involved.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I still feel that the shared branching fees are wrong and I would like for apple credit union to reconsider these fees for their members as this is wrong.  I would like apple credit union to offer me free shared branching transactions regardless of the types of accounts I hold as  I am trying to save money in my account but not give it to apple federal credit union.  They are making money hand over fist with these fees and if this cannot be done I will take matters further.  
Thanks,
[redacted]

July 14, 2015To: Revdex.com, [redacted]Re: ID [redacted] opened a joint account with his then minor daughter, [redacted], in 2013.  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 $2,353.51 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[redacted]###-###-####

[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 [redacted], and find that this resolution is satisfactory to me.  Thanks Revdex.com a lot for helping me on this. Really appreciated! Now I feel being treated fairly though I got my title with more than 6 months delay. I hope Apple FCU can avoid doing this in the future. In fact, they can solve this problem easily at the very beginning. 
Regards,
[redacted]

Thank you for the opportunity to respond to this complaint.  We have researched the issue and found that [redacted] did submit a settlement payment with [redacted] last May.  For some reason, our records were not updated and therefore did not reflect accurate information regarding the loan. ...

We have corrected our systems and will show that the loan was settled in May and that there is not further balance on the loan.  We apologize for any concerns or inconvenience this has caused [redacted].Regards,Sydney W[redacted]@applefcu.org

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Shared Branching institutions do not charge apple credit union for making shared branch deposits as this is apple federal credit unions decision to charge these fees.  After talking to several credit unions in my area, they have never heard of any fees or not suppose to charge any fees for shared branching and if they are then they are doing this illegally.  I am still not happy with the decision because as a member of apple federal credit union I feel that I or anyone else should not be charged a shared branching fee.  Apple federal credit union should not be a part of the shared branching network.  If they charge charge members for making deposits at a shared branching institution then it is illegal and morally wrong.
Thanks,
[redacted]