Apple Federal Credit Union

July 29, 2015We are very sorry for the difficulty that [redacted] and [redacted] are going through due to what appears to be an internet scam/crime. Apple would like to help as much as we can. Since the [redacted] are the victims of this crime, they have the legal standing to report the event to law enforcement. If the legal authorities will conduct an investigation, Apple FCU will provide any and all information we can to help with that. Our security officer would be happy to talk to the [redacted] about his experience with these types of crimes and investigations. We realize the likelihood of finding the perpetrator(s) is very slim. Unfortunately, Apple does not have the legal status to investigate crimes.According to Apple FCU's records, [redacted] was added as a joint member to [redacted]'s Apple FCU savings and checking accounts at our Woodbridge branch on October 2, 2013, Apple FCU staff is required to verify the identity of the joining member. Attached is the “Addition of Joint Ownership” form that includes [redacted]'s Virginia Driver's license number as well as his signature. (We have blacked out the social security number and birthdate). If this signature is not that of **. [redacted], he should contact us as soon as possible.The signed form states “I/We acknowledge receipt of a copy of the Agreements and Disclosures applicable to the accounts and services requested herein.” The disclosure brochure was given to the [redacted] on October 2". I will mail a copy of this disclosure to Mr. [redacted]. The “right of offset" information can be found in this brochure under “Right to Repayment of Indebtedness.” The brochure also provides our check hold policy under “Your Ability to Withdraw Funds.”Apple FCU doesn't research checks unless we are asked to release funds early, it appears to be a possible counterfeit, or the member makes Apple aware that they are unsure of the source of the funds. Unfortunately this check did not appear to be counterfeit and we did not know the source of the check. We placed a two day hold on the check and unfortunately it was returned to Apple as counterfeit five days later.The Uniform Commercial Code information can be found online on many websites. Cornell University has one site at https://www.law.cornell.edu/ucc/4/. Article 4 covers the presentment of checks to financial institutions.Apple FCU would like to offer a possible solution to replace the funds that were withdrawn from **. [redacted]'s account. We could give [redacted] an interest free loan with a repayment period of two years. The monthly loan payment would be approximately $196 and we would refund the money to **. [redacted]'s account right away.If [redacted] or **. [redacted] would like to proceed with the loan, they should contact me directly at ###-###-#### or [redacted]@applefou.org.Sincerely,Sydney W

Apple Federal Credit Union (AFCU)
participates in the Co-Op 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 Co-Op 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 [redacted] 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 [redacted].  One fee of $3 had been assessed from [redacted]’s account and AFCU refunded
the fee on 1/19/2015.  We sincerely apologize for giving the wrong information to [redacted].
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 deposits. If [redacted] would like more information regarding these
products,  our Member Service Center at ###-###-#### or
###-###-#### would be happy to assist him.
We are sorry that [redacted] 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 trained.Sincerely,Sydney Webb

[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]

[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]

From: Sydney W[redacted] Date: Tue, Dec 8, 2015 at 10:54 AMSubject: ID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Dear [redacted], I apologize for the delay in responding to this complaint.  Our lending department contacted [redacted] on October 8, 2015...

regarding this complaint and spoke to her directly.  We explained that Apple FCU is obligated under the Fair Credit Reporting Act (FCRA) to report accurate and factual payment history on all loans.  We must adhere to the FCRA in that it ensures accuracy and fairness to all consumers and financial institutions. [redacted] understood Apple’s position when we contacted her in October.  We talked to her at length and will continue to work with her on improving her financial situation to every degree that we can. Regards,Sydney W[redacted] Sydney W[redacted]Vice President, Service DeliveryApple Federal Credit UnionImproving lives.  Fulfilling dreams.

August 14, 2014
Revdex.com
1411 K Street, NW, 10th Floor
Washington, DC 2005-3404
RE: [redacted]
ID [redacted]
We apologize for the delay in responding to [redacted]’s calls regarding the fraud on her account. [redacted]...

contacted Apple FCU in early July when she learned of fraudulent activity on her [redacted] debit card. She properly notified Apple FCU and we initiated the claims process. However, we did not stay in close contact with [redacted] to let her know the progress of her claim. This lack of responsiveness was due in part to the overwhelming fraud cases caused by some recent card compromises including Target stores. We contacted [redacted] on July 28th and advised that her fraud claim was processed. Her account was reimbursed $800.00 plus associates fees.
Again, we sincerely apologize for not staying in closer contact with [redacted]. We promise to do better in the future and to work hard to regain [redacted]’s confidence in our service.
Sincerely,
Sydney W[redacted]
Apple FCU

Review: As a customer of a bank. There are certain standards that said bank should be upheld to. For instance, when requesting my own account information so that I may access my account. I should not have to request this more than once, let alone 5 times. I have also sent two emails. None of which have been responded too. As far as im concerned, if someone takes your money and you no longer have access to it, thats theft, by law at least. So is this Bank now held accountable for grand larceny? By law they are, yet they get away with such corruption. I should not have to wait to merely get a response to get my own account information just to access my money online. This is the second time as well that their online banking has been shut down. If I needed to pay bills, or rent, or a mortgage, how would I have been able to if my only means were onlien? Are they held accountable for being inept with a system that is supposed to be, by law, secure? From what im aware of banks that perform this behavior in europe, throw those bankers in jail to rot where they belong and deserve to be. I am writing to you, so you may put these unjustifiably inept people in their places, and hold them to a standard that they are claiming. if they are to be a well reputable banking service, then they are to act like it, respond in appropriate times, not ignore a customer, and most certainly not have a way to prevent a customer from accessing what belongs to them.Desired Settlement: I demand an apology from these people. I demand that they do what they are supposed to do in the appropriate time, and to have services that are not inept, if they have a means to communicate, dont make it impossible to communicate then. it's absurd to say we will send you an email with your account information immediately, and then not, and then say you can call, but we arent open at certain times, and then to say, you can chat with someone online, but wait, you need to login into your account do to that but you cant log into your account because we wont give you your account information. do you see the problems with this bank? it's corrupt and as far as im concerned not legal, their policies even as a bank do not supersede state or federal law. I demand justice and that these people be put in their place. I am only writing this complaint as legal evidence in case I need to take a legal stand against these people in court.

Business

Response:

To Whom it May Concern:

Review: I had a vehicel loan with AFCU I was always on time and never missed a payement, I tradeed in the vehicle for witch the loan was for but we (the dealership and I) had issued with Hawaii DMV when trying to get the vehicle off my name. I called AFCU several times to inromed them about the trade in and the issues I was having but I told them that the dealership here in Hawaii was willing to talk to them because it was such a complex problem, AFCU refused talking to the dealership but made notes on my account about the issue and that the pay off was inbound but it was going to be a bit late. AFCU reported my account to a collector agency after so many calls from me and the best thing they could say was tough luck. The pay off was 32 day late. If a bank is telling their customers yes we understand than why bother to send them to collection and damged their credit, especially when the customers had plenty of communnication regarding the issues.Desired Settlement: I politely request that the bad credit report entry be taking off my credit report.

Business

Response:

To Whom it May Concern:

Review: We made a payment on our car loan in July 2013. When we received are bill for Aug they stated that we owed for July. We have reciepts stating we paid for July. When we into the branch and spoke with the manager she stated that it was not there responsibilty to look into the lost payment.They wanted us to look into it and spend more money investigated there mistake.This has effected my credit rating.Desired Settlement: They find the lost payment and fix my credit report

Business

Response:

August 15, 2014

Revdex.com

1411 K Street, NW, 10th Floor

Washington, DC 2005-3404

RE: [redacted]

ID [redacted]

Apple FCU has no record of a payment made on [redacted]’s loan in July 2013. We have researched all transactions in July to ensure that we did not receive a payment and misapply it to a wrong account. No payment was been processed from [redacted] for $249.00 during July. This indicates that we did not receive the check. The receipt mentioned in the complaint is a receipt the member received from [redacted] and this receipt should assist her in getting a refund from them.

On April 12, 2014 [redacted] visited an Apple Branch to discuss the missing payment. At that time, we explained that she will need to contact [redacted] to see if the check has been reconciled and if so, provide Apple FCU with a copy of the check. If the check has not been reconciled, she should be able to get a refund or have them reissue the check. This 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[redacted]

Apple FCU

Review: my complaint issue with the services is my account alway seem to be block whenever I try to trafer money from loan account to checking account and being bill for $29.00 on each tranaction . I have tranfer money back in July 2013 to my checking account now Iam being charge $29.00 for every tranaction I used in my checking account. I did make the transfer from my loan account to checking account. I don't have money to let any one take like that from a older person as myself. I hope you can understand what I'am saying. My grammer isn't that good but I know when Iam being taken advantage of. This is not the first time this have happen to me. My account have been block so I cannot tranfer money from loan account to checking account so they can make money for themselves.Desired Settlement: not paying &29.00 on each tranaction in my checking account. Stop blocking my loan account from making tranfer from one account to the other.

Business

Response:

Revdex.com

1411 K Street NW 10th

Floor

Washington DC 20005

RE: ID [redacted]

To Whom it May Concern:

The following is our response to

[redacted]’s complaint dated September 15, 2013.

**. [redacted] has a Line of Credit

(loan) with Apple Federal Credit Union (AFCU) that has a maximum credit limit

of $850. In July, 2013 **. [redacted] transferred

$380 from the line of credit to her AFCU checking account. On August 6, 2013 **. [redacted] transferred

$100.00 from the line of credit to her checking account. This line of credit is also set up to

automatically transfer funds to her checking account if she overdraws on that

account. This happened 11 times from

August 13 to August 23, 2013 for a total amount of $315.35. These transfers brought the line of credit

balance to the maximum limit of $850.00.

After August 23rd, **. [redacted] continued to make purchases using her

AFCU checking account as well as withdraw funds from an ATM although her

checking account balance was overdrawn.

Since the line of credit was maxed out, these withdrawals and purchases were

paid by AFCU using the Overdraft Privilege (ODP.) The overdraft fee is $29.00 for each

overdraft. **. [redacted] opted into ODP

on April 4, 2010 at an AFCU Branch and an ODP disclosure explaining the product

and fees was emailed to her.

In summary, because her line of

credit was at its maximum limit and **. [redacted] continued to use her checking

account even though there no funds in the account, she incurred 13 ODP fees in

August and 5 ODP fees in September. As

a courtesy, AFCU refunded all of these fees ($522.00) to her checking account

on September 26, 2013. We encourage **.

[redacted] to contact AFCU if she has more questions about the line of credit

loan product and the Overdraft Privilege.

Sincerely,

[redacted]

(formerly [redacted])

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because apple federal credit union mislead me about loan line of credit account and checking account. I did tranfer $300.00 something dollars from plus $100'00 loan line of credit. Ater that I couldn't transfer any money from the loan account. I could never access the account from my computer to check my balance. they are forcing me to pay $400.00 on checking account and $850.00 on loan line of credit. I do believe apple federal credit union have taken full advantage of me. I know longer will do any more business with them. I intend to pay what they clam I owe. As you get older people will take advantage of you . you have to stay alert at all times.

Regards,

Business

Response:

RE: ID [redacted]

To Whom it May Concern:

We are sorry that [redacted] is not satisfied with Apple Federal Credit Union’s response to her

complaint. We were hopeful that the refund

of her overdraft fees would convey our sincere willingness to help her with the

status of her Apple FCU accounts. As a

credit union, we are here for our members and genuinely want to help.

**. [redacted] indicates that she

transferred $480 from her line of credit to her checking account which is accurate. As mentioned in the last response, **.

[redacted] also used her checking account several times during July and August

when there were no funds in the account.

This caused the system to transfer over $471.78 from the line of credit

to the checking account between July 27, 2013 and August 23, 2013. Those transfers brought the loan balance to $850.00,

its maximum limit. Once this happened,

**. [redacted] could no longer transfer funds from the line of credit to the

checking account.

Apple FCU refunded all overdraft

fees **. [redacted] incurred since August 23, 2013 for a total refund

of $522.00. We are only able to allow

her to transfer funds from her line of credit when there are available funds

below the limit of $850.00.

Apple FCU wants to work with **.

[redacted] on her account and would like to meet with her to review the account

and help explain further how the line of credit works. We also offer free credit counseling and

other financial services that may be of assistance to her. If **. [redacted] is interested, she may

contact the [redacted] Branch Manager, [redacted] at ###-###-####.

Sincerely,

Review: Our dealership traded a vehicle that was titled in the name of [redacted]. and [redacted] with a lien to Apple FCU. We contacted Apple FCU making sure the loan had been paid in full. We are informed by Apple FCU that the loan was paid in full and the balance was zero. We completed the new car loan for the customer giving $1,000.00 for the trade. Our dealership then sold the trade to a wholesaler informing him a duplicate title was to follow. After many conversations with the customer he informed us Apple FCU was illegally holding the title to the trade that had been satisfied as collateral on another loan in the name of his ex wife [redacted]. Our office had many conversations with Apple FCU who couldn't produce evidence to **. [redacted] showing that they can legally hold the title. The trade has since been resold from the wholesaler to a consumer who is unable to register, insure, tag and title the vehicle which means they are not in compliance with the State of Pennsylvania. We have been informed by **. [redacted] that he has been paying on [redacted] account to try and resolve issue. When we called to verify payoff with Apple FCU we were never informed of cross collateralize as they have described it or the car sale/trade would have never occurred.Desired Settlement: Title to VIN [redacted].

Business

Response:

To Whom it May Concern:

Review: I have been with apple FCU over 6 year and APPLE FCU is my go to Bank applied for a personal loan anf not even a single call from the loan officer as the online request sid.A loan officer will call you within 24 hours ,its passed 24 hours .I called to inquire about my request and was told its been denied!

I asked why, answer was because I co-signed a loan before and Apple FCU was at loss so they don't do business with me anymore.

My pay checks have been going through apple since God know? I came into an agreement after they car was even sold without giving me the chance to even make an offer if I would want to buy the car.

This was done by [redacted] who mistreated me on this situation. I paid off my part off the loan and as part of the agreement I will have problems in the future with this same bank if I need a loan.

Less than 2 months ago I applied for an auto loan and I was approved $20,000.00 which I later agreed to use another bank. Reason been I was miss treated the same way even to the point of my loan was said that I canceled the loan which I did not.

I was re-offered the loan and [redacted] gave me a better rate than Apple FCU so I went along with [redacted].I may not be rich or speak like a born American but am honest and loyal to the bank I still have.

Why was I approved $20,000 and no excuses was made about me co-signing and now am asking for $2,000 only and they lease hell on me.

I need a better explaining or they should say "we don't want your money close your account...

Am really upset...and I was put on hold from 4:35pm on the 8/82013 for a supervisor till at 5 I was asked to leave a voice message.

I am really upset and need some answers.

I was not treated like a customer more a loyal customer.Desired Settlement: I need to no why if not I ask that my request be approved as a loyal customer.

Business

Response:

To Whom it May Concern:

Upon receiving **. [redacted]’s

complaint about the handling of his loan request, I looked into the situation

to find out what happened. As a result

of our research, I found that **. [redacted]’s loan request in August should not

have been denied. The decision was based

on a previously charged off loan on which he was a joint owner. While it is Apple FCU’s policy to not lend to

members who have caused the credit union a loss, **. [redacted] had reached a

settlement agreement with our Collections department for a partial pay off towards

that loan. Unfortunately, we did not

update our systems correctly to reflect the settlement. For some reason, the charged off loan was not

reported in June so he was approved for an auto loan at that time. However, when **. [redacted] applied in August,

the charged off loan was reported and so the personal loan was mistakenly

declined.

I have contacted **. [redacted]

to let him know that we have approved his loan request for $2,000. **. [redacted] is a valued member of Apple FCU

and is credit worthy and he qualified for the loan he requested. I will make sure that our system is updated so

that this does not happen again.

I also want to apologize to

**. [redacted] for the lack of customer service he received during the application

process. All Apple FCU members should be

treated with the utmost respect and care.

**. [redacted] has been an Apple FCU member for several years and we value

his business. I will be following up

with our staff to ensure proper feedback and coaching is given on the handling

of this situation.

We hope that **. [redacted] will

accept our apology and the resolution of this complaint and will continue to be

an Apple FCU member.

Sincerely,

VP, Service Delivery

Consumer

Response:

[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.]

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

Regards,

Review: They gone into my account and taken money with no proper reason.Would not provide paper work redoing loan because of it and not giving all information concerning it.After asking not to take money from account,still take it with out permission causing problems.Talking to representatives that have lied about reason for doing so.Desired Settlement: I would like to take my business else were and a full apogee from company and to refund all moneys lost because of going into my account when they were not suppose to.All paper work concerning the unauthorized seizing of assets.

Business

Response:

Apple FCU may need more

information from [redacted] to accurately respond to this complaint. The Complaint Background states that the

problem occurred on 12/11/2011. We did

not find any withdrawals by Apple FCU from **. [redacted]’s account on or near that

date. We believe that **. [redacted] may be referring

to a withdrawal that Apple FCU made from his checking account on January 11,

2014. On that day Apple FCU transferred $306.40

from **. [redacted]’s share checking account to his Apple auto loan. This was the amount that was past due on the loan

because of a partial loan payment of $50.50 that had been made on December 13,

2013. Apple FCU has the right to

transfer funds from members’ deposit accounts to their past due loans based on

a Statutory Lien law that states:

“If you are

in default (one or more days late) on a financial obligation to us, federal law gives us

the right to apply the balance of shares and dividends in your account(s) at

the time of

default to satisfy that obligation. Once

you are in

default, we may exercise the right

without further notice to you.”

This right is disclosed to all

Apple FCU members when they open their membership with Apple.

hope this addresses some or all

of his concerns. If he has

further questions, he may contact me directly at the phone number

or email address below.

Regards,

Phone: ###-###-####

Email: [redacted]

Review: My Debit Card was compromised and my PIN # was used to complete multiple unauthorized withdrawals in Florida (I live in Virginia); I reported the activity immediately and cancelled the debit cardThe orginal card holder services representative told me 'Apple would follow up with me later in the day'I called back; the rep told me the best I can do it wait for a follow up - as this is handled on a first come - first serve priorityI called back, a rep from member services informed me that I had to fill out a form and they are not sure why cardholder services provided the info they did, yet let me know 'waiting' is not a part of the typical fraudulent claims reportThe next day I filled out the form, faxed it to the requested # and submitted it to the member services repNo Follow up for over a weekI called the # on the form and left a voice mail, which states they will contact you the next day - no follow upI emailed the board of director's and President to voice my general concern; no responseI inquired again via the secure chat line and was provided more information about the fraudulent claims processTo date - over weeks has transpired and I have received not one follow up from appleI am disgusted.Desired Settlement: In an era of e-commerce fraud, this process should be a significant priority and should not be taken lightlyImmediate communication to demonstrate acknowledgement would be step oneAs stated in Apple's Mission Statement, part of being an institution serving the [educational] community is ensuring dedicated personal service to membersI would recommend the organization firmly revisit the statement and do one of things (1) change it or (2) reintroduce the concept across business operation processesIf Apple FCU's primary member is the educator - public service to the commuity is their bread and butter
They should only expect and receive dedicated service from the organization selected to ‘handle' their bread and butter
Business
Response:
August 14,
Revdex.com
K Street, NW, 10th Floor
Washington, DC 2005-
RE: [redacted]
ID [redacted]
We apologize for the delay in responding to [redacted]'s calls regarding the fraud on her account[redacted] contacted Apple FCU in early July when she learned of fraudulent activity on her [redacted] debit cardShe properly notified Apple FCU and we initiated the claims processHowever, we did not stay in close contact with [redacted] to let her know the progress of her claimThis lack of responsiveness was due in part to the overwhelming fraud cases caused by some recent card compromises including Target storesWe contacted [redacted] on July 28th and advised that her fraud claim was processedHer account was reimbursed $plus associates fees
Again, we sincerely apologize for not staying in closer contact with [redacted]We promise to do better in the future and to work hard to regain [redacted]'s confidence in our service
Sincerely,
Sydney W[redacted]
Apple FCU
Consumer
Response:
[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]
Review: [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 improvementOn the phone Apple recognized there is an error in the processThey should address the flawed process and need to improve it
Regards,
Business
Response:
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, [redacted] contacted Apple in July when $was stolen from
her account at ATMs in FloridaFraud 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[redacted] had taken the right steps by
notifying Apple as soon as she was aware of the fraudAt 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 serviceUnfortunately we did not live up to these
principles
[redacted]
is correct that the fault of how her fraud claim was handled rests fully with
Apple FCUI should have communicated
this in my response and regret that I did not convey our ownership of the problemAlthough 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 commitmentsWe know that we are ultimately responsible
for all our internal processes and that we need to improve
[redacted]'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 fixedWe are still waiting to
hear from their management regarding the lack of phone calls being returnedThis 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
[redacted]
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 agreeSeveral months
ago, we recognized that in many situations, our service was falling shortSince then, Apple FCU has been developing a
number of member service improvement initiativesWe are planning to roll out a new member
service program in the next few monthsAs
[redacted] 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 adequateI would be happy to talk to [redacted] 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 caseIf she is interested, she may contact me
directly by phone or email
Sincerely,
Sydney W[redacted]###-###-####

Review: August 1, 2013

Apple Federal Credit Union PO Box 1200 Fairfax VA 22038

May I congratulate you for having a staff that is very professional and who are extremely expert in their specialized fields of endeavor. It was always a pleasure to speak with the staff of the banking side of Apple Federal Credit Union who try to interact with the public in a positive productive fashion. For this reason I not only opened a personal account, but, when my mother’s mental processes were failing I opened a joint checking account to help her protect her finances during her last year of life.

The interaction with the banking staff, and my personal ignorance, led me to place my trust in the investment services of your organization. This led to the following events:

I trusted the investment side with $10,000 of my personal funds that I placed into a annuity and everything seemed to be honorable and aboveboard. So I moved my mother’s investments to Apple Federal

I should have suspected something when I was told my investment checking would pay 4% interest and it was suddenly changed to 1% without warning. I understand interest rates change but I do think a courtesy letter or call would be better than just a sudden switch - maybe it was a test to see who is actually watching their finances and who can be taken. The other warning I did not see, was whenever I asked [redacted]; "Where is my mother’s money, how much is in the account?" He never answered me directly.

Apple does send out statements of account changes, and I know that covers you legally; but morally, and in the best interest of all parties involved it would be thought that your company would do like other investment companies and discuss items in detail with your clients. It seems Apple likes to take advantage of those of us who are new to investing.

When mother passed away the will stated I was to be the executor and all the investments were to be shared with my adult son and I. It was my error that I thought your [redacted] would sit down and discuss with me exactly how much money was in the accounts and assist us in sorting this out. I was unprepared and was taken by his verbal slight of hand and deceptive methods.

I was the executor of the will, the funds belonged to my son and 1.1 inherited a house which needed major repair. Every time, every single time; I approached [redacted] for needed funds he would act like an administrator, dictating what type of materials, and making me justify every expenditure. One example of this, was when a tree limb was breaking and would have damaged the neighbor’s roof I asked for money to cut the offending limb. He replied let it fall and have your homeowner’s insurance pay for it.

When I told him I am over 65 years of age, I am working 3 jobs and I was concerned about the real estate taxes - he replied “Keep on working” He dictated to me to pay the real estate taxes out a small $5000 check he knew I had received from an outside account of my mothers.

He still NEVER told me how much money was in the inheritance. The funds were joint inheritance; and I realize this may be labeled as supposition but I really believe he quietly rearranged some ownership based on the following events.

He did tell us that we both had inherited IRAs and gave us a long lecture on having to be 65 and how you were required to withdraw certain amounts every year. When we moved those to another broker we learned they were not retirement IRAs and that my son did not have to wait 20 years to use his.

Again I realize that I should have had someone read the Apple reports to me and I was too trusting nevertheless what your representative did next was downright misleading and immoral and I cannot help but to feel that your company encourages the following behavior. I know the following was not illegal at the time but I wonder do you train these people to be on the fringe of the law, and if you have not started a new way to entrap your trusting clients.

One day he suddenly announced as part of the inheritance I was to receive $500 a month. He NEVER mentioned the word annuity, he NEVER mentioned amounts and HE NEVER SAID you are entering a contract. He handed me a number of papers laid out in such a way that you could not see what you were signing and he said “this places the money in your account’ giving me the impression the funds were just being held until the process of probate had been completed. He said these make me your official broker.

The man lied to me pure and simple and he tricked me into signing away $95,000 in funds. Half of which were supposed to go to my son [redacted]. I NEVER saw a contract by mail, or in person; I NEVER was told where the money was - when I asked questions I was ignored.

So I took my accounts to another investment counselor and he could not tell me what the mystery account was. He was the one who told me that the IRAs could be taken and used, and he said that he could not prove, but sensed there was other possible improprieties in the handling of these accounts.

CUNA refused to tell me anything either; perhaps because they were enjoying the benefits of this immoral behavior. I asked [redacted] for a copy of the contract and paper work. I had to have an attorney contact CUNA and this is where we discovered the entrapment in detail a situation which cost me $300 in legal fees, which I do not have thanks to your company’s practices

I know I have no redress that what your company did was immoral, and unethical but it was not illegal. I also know my following statements will mean nothing to you because you enjoy taking your clients nevertheless I must spell out for you exactly what you have done to one individual who mistakenly trusted you.

You tricked me into taking all of my inheritance and allowing someone else to build on it and make more - you denied me the ability to multiply my funds for my personal comfort and benefit.

You have forced me at the age of now 68 to continue working the rest of my life because the monthly amount $486.51 a month coupled with social security will not allow me to survive. Do you understand that at the age of 68 no wants to hire you. It does not matter what work experience you have. I have worked for the same company 12 years and it is now part time my work experience means nothing in a world where you have to have a college degree to be a file clerk.

The part time job market will soon fade out - if all things stay the same I will be trying to live on $486.51 + $1056.50 widow’s benefits.

I am unable to make the needed repairs on the house and thanks to your company policies, I could lose the house for the real estate taxes. Your representative [redacted] knew he was doing this when he said “Keep on working” and tricked me into signing away my future - how embarrassing for both of you. It is most revealing and interesting that one expert I consulted stated that this man has done this repeatedly he knows every way to skirt the law. So you trained him very well in the art of taking your customers.

My medical gap insurance will not pay for the necessary vision, ear and dental needs. This profitable (for you) action has caused me to put my life in jeopardy by not being able to obtain medical care; and I may not be able to continue the supplemental insurance due to lack of funds. There are some serious life threatening issues here which may in the near future cause me to sell the house, or just pass away. It looks like you were in the lead on the new wave of abandoning the elderly because we are of no value and forcing us into death camps. IF you really cared about your clients your well trained investment counselor would have asked about my health status. Then he would have known that I have a very rare form of cancer - malignant melanoma of the eye and it must be monitored every year or it is fatal and the withdrawal of these funds has caused me to not be able to be monitored. It is interesting you insurance people DENIED me insurance coverage because of this cancer and you compound the issue by stealing my funds to prevent me from getting needed assistance.

I am closing my personal and business accounts with your organizations and asking the people I recommended use you do the same.

As far as I can learn I will not be able to get any welfare because you have listed in another deception that I have $95000 I can access in my name. When I have no way to touch those needed funds.

I am very much aware you have designed this so I have no redress legal or otherwise that you have taken me and you have no regrets for your actions you are probably enjoying your success in taking all of us. I am sure I am not the only one. I suspect you will even give [redacted] an award and a raise for his ability to enslave more of your customers. Nevertheless you have forced me to go to the public and private sector for assistance and I will tell every one I speak with of your immoral practices. I will share with the community of seniors and others your devious ways. Copies of this letter of disappointment will be sent to all organizations who have an interest in the banking, credit unions, insurance, retirement and teaching professionals so they will be forewarned of your deceptive methods of dealing with the elderly, and trusting.

Desired Settlement: see Attached document

Business

Response:

To Whom it May Concern:

Regarding the complaint from

[redacted], Apple Federal Credit Union did not receive the first complaint

from this member. We received the first complaint on August 31st.

Our securities firm is investigating the matter on our behalf. This

process will take some additional time so that we will not have a response

within the standard 10 days, We should have a response for you within the

next two weeks.

Regards,

Business

Response:

Revdex.com

1411 K Street NW 10th

Floor

Washington DC 20005

To Whom it May Concern:

In response to [redacted]’s

complaint dated August 3, 2013, please note **. [redacted] was an investment client

from May 2009. In 2011 she purchased a SPIA (single premium immediate annuity) which

provides a monthly guaranteed lifetime income commencing in June 2011. There were no subsequent communication from

**. [redacted] indicating any dissatisfaction until May 2013 when her attorney requested copies of all account forms. We are currently working with the SPIA

provider in an attempt to resolve **. [redacted]’s concerns.

Below is an in-depth descriptive timeline:

Frederick

[redacted], Investment Advisor, first met [redacted] in May 2009. She came to Apple Federal Credit Union (AFCU)

to transfer her mother’s various investment accounts to Apple Financial

Services, the investment subsidiary of AFCU.

**. [redacted] provided a Power of Attorney to effect the requested

investment account transfers. All

accounts were transferred with the same title and beneficiaries as held at the

previous investment provider.

At

the same time, **. [redacted] purchased, with her own funds and in her own name, a

CUNA Fixed Annuity with a guaranteed rate for a term of 5 years, in the amount

of $10,000. She indicated the fixed

annuity interest rate was better than certificates of deposit or money

markets. **. [redacted] was eligible to

upgrade her checking account, which at the time would earn an interest rate of

4% on the first $20,000 on deposit. The

interest rate, determined by the credit union, has changed over the past four

years as rates generally have declined.

The current rate has always been disclosed on her monthly AFCU statements

and is currently 1.50% APY.

In

addition, **. [redacted] had been receiving monthly and/or quarterly brokerage account

statements. Each statement lists the

name of each position in each account, the quantity of each position and the

value of each position.

In

September 2009 **. [redacted] requested certain mutual fund redemptions to pay for

repairs to her mother’s residence, specifically, new windows and plumbing. These were distributed as requested. In more recent years, **. [redacted] had been

making more repairs. Some repairs were made

with the hopes of providing a room to rent for various visiting church guests. She discussed the costs and funding of these

repairs. When a contractor bid was

accepted, funds were distributed from her mutual funds account(s). **. [redacted]’s son [redacted] attended meetings

when repairs and bids were discussed

In

January 2011 **. [redacted]’s mother died.

In March 2011 **. [redacted], [redacted] and her son [redacted], who attended most client meetings with **. [redacted], transferred her

mother’s IRA mutual fund accounts to the named beneficiaries, **. [redacted] and

her son

They

discussed the tax consequences of the inheritance. As a non-spousal beneficiary of an IRA, assets may be

transferred into an Inherited Traditional IRA held in the beneficiary’s name. If the account holder is under age 70½,

distributions must begin by December 31 following the year in which the original

account holder died. Or distributions may

be delayed until the end of the fifth year after the year in which the original

account holder died, at which point all assets need to be fully distributed.

Additional considerations discussed

were:

Taxation of each

distribution.

No 10% early

withdrawal penalty.

Undistributed assets

can continue growing tax-deferred.

Designation of IRA

beneficiary.

If multiple

beneficiaries exist, separate accounts must be established by 12/31 of the

year following the year of the original account holder’s death; otherwise,

distributions will be based on the life expectancy of the oldest

beneficiary.

In March 2011 we transferred **. [redacted]’s mother’s

brokerage account to **. [redacted]. She

purchased a CUNA SPIA (single premium immediate annuity), with a cash refund

feature, with the $95,000 proceeds of this account. **. [redacted] expressed concerns regarding the

volatility of the stock market and declining portfolio values. She anticipated the proceeds would provide an

income stream that would last her lifetime.

The monthly payout and a number of payout

options were clearly explained, as part of the application process, prior to

**. [redacted] accepting and signing the application. The application identifies [redacted] as her son and primary beneficiary.

The application clearly identifies the purchase payment amount and the

source of those funds as **. [redacted]’s inherited brokerage account. **. [redacted] discussed six payout options which

are illustrated as part of the application.

**. [redacted] chose the cash refund payout to provide funds to her son upon

her death. She also elected to have

federal and state tax withholding from her monthly annuity payment and

requested certain funds be transferred from her inherited CUNA brokerage

account to fund the purchase of the SPIA.

**. [redacted] has been receiving the CUNA SPIA monthly annuity payments

since June 2011. Her son attended these meetings during the application process

and subsequent signing of the agreement.

In signing the Agreement **. [redacted] stated:

Review: In mid January I contacted the attorney representing Apple Federal Credit Union on a judgment that was entered against me back in 2008. I contacted the attorney as I wanted to settle the judgment, he said that he would have to contact Apple Federal Credit Union to see if they agree, later on he contacted me, "AFCU" agreed and the judgment was mark with the court as "satisfied" . After further review of my credit report I notice that "AFCU" still report a balance.Desired Settlement: To report the correct 0 balance to the major reporting agencies.

Business

Response:

To Whom It May Concern:

Apple FCU's Collections department received [redacted]' payment from our attorney in early February and turned the payment over to our Accounting Department to dispurse the funds to the appropriate accounts including the Apple FCU loan and our attorney. These payments were posted by the end of February. On March 8, Apple FCU updated its reporting to all credit bureau agencies reflecting that [redacted]s loan has a zero balance.

We appreciate the opportunity to respond to [redacted]'s complaint and welcome an further questions or concerns on his behalf.

Sincerely,

Consumer

Response:

[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.]

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

Regards,

Excellent banking experience

Review: On 8/30/2013 Apple Federal Credit Union removed all funds from my account, without prior warning, and used them to pay a debt from another account I am not associated with. $69.33 was removed from my checking and $525 was removed from my saving, and transferred to the account of my father. The bank claims they have the right to do so because he is joint on my account, this is not true. In 2008 I had my father, [redacted]. [redacted] III, sign a form given to me by Apple Federal Credit Union which was to remove him as a joint member on my account. Apple Federal Credit Union states this never was recieved by them, which is false.Desired Settlement: I request my funds be returned to me, with all debts that may be accrued from this misconduct waived. I also request my account be closed.

Business

Response:

To Whom it May Concern

RE: ID [redacted]

[redacted]. [redacted] contacted our

Collections department on August 30th. He explained that he had submitted a form in

2008 signed by his father, [redacted]. [redacted], requesting that his father be

removed as a joint owner on [redacted]. [redacted]’s account. If this was accurate, Apple FCU should not

have removed funds from [redacted]. [redacted]’s account to offset his father’s

account.

The Apple FCU staff

researched our document files and did find the “Remove Joint Owner” form signed

by **. [redacted]’s father. Apple FCU made an

error in not removing the joint owner from the account in 2008. On September 3, 2012, Apple FCU reimbursed

$69.33 and $525.00 for a total of $594.33 to **. [redacted]. [redacted]’s account. We sincerely apologize for this error and the

stress and inconvenience it caused **. [redacted].

Sincerely,

(formerly [redacted])

Vice-President, Service

Delivery