Arizona Federal Credit Union

This issue has been resolved and the member was satisfied with the outcome.

Dear Ms. [redacted]: 

Thank you for providing us with Ms. [redacted]'s concern. 

The transactions in question are currently being investigated by our Card Disputes team. They have been in contact with her regarding the status of the dispute. Should Ms. [redacted] have any...

concerns or questions regarding this investigation, she should contact our disputes team by phone at ###-###-####. 

Thank you for the opportunity to address this matter. 

Sincerely,

Member Response Consultant

Thank you for providing us with Ms. [redacted]'s concern. 

On May 15, 2014, we spoke with Ms. [redacted] over the phone. During our conversation we clarified the information that appears on her Visa account statement and the required payment amount. The payment amount Ms. [redacted] is to pay...

has always shown correctly on her statement. 

An opportunity to establish payment arrangements was offered during the conversation; however, Ms. [redacted] declined setting up an arrangement. Unfortunately, all viable options were provided but we were not able to reach a resolution. 

Having had the opportunity to speak with Ms. [redacted], we consider this matter to be closed. Thank you for the opportunity to address her concern. 

Sincerely, [redacted] 

Member Response Consultant

The Bank is letting the advisor do business at there Bank. They should close him down!I will take money frm this Bank, cause they steal from you, close them down!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response is typical of my struggles in dealing with Arizona Federal Credit Union, no one takes the time to understand the real problem. Yes, I did have two loans with Arizona Federal. They were both charged off in January of 2010, as stated in the response. It is my believe that I settled both accounts with Arizona Federal Credit Union at the same time. I did not realize that only one of the accounts was reported as settled until I received a letter from AZFCU in February of this year. Since I did not receive the settlement agreement in writing, I began researching for proof that both were settled, however this was 5 years ago and I'm not sure which of my accounts I paid with. I asked AZFCU to send me what documentation they had and they refused. While continuing to research the matter, I received an email from my credit monitoring service that 2 NEW CHARGE OFFS had been added to my [redacted] credit report. I was confused because I have worked hard to rebuild my credit and all of my open accounts are current. I received a copy of my credit report from all three bureaus and, low and behold, AZFCU had reported TWO NEW CHARGE OFFS. To further complicate matters, all of these accounts start with the same 7 digits because they were associated with my member number and the remaining digits are masked so there is no way to clearly identify which account I am referencing so that someone can understand my issues. I am continuing to search for proof that I settled both accounts buy my complaint to the Revdex.com was regarding AZFCU's refusal to provide documentation and the erroneous reporting to the credit bureaus. Here are my problems: 1.) Credit Card Account: This was charged off in 2010 for $651 - that is correct, and confirmed in the response, although I believe I settled this debt and am looking for proof. However, the same account and trade line was reported to have been charged off AGAIN in May 2015 for $804. Let me be clear. The SAME account and the SAME trade line was reported to have been charged off TWICE by Arizona Federal Credit Union. The definition of "charging off" a debt supports that this cannot be true. AZ Fed can continue to try to collect on a charged off debt but they cannot claim to have charged it off multiple times on the same trade line and for different amounts each time. They did not charge off $651 AND then charge off $804 five years later on the same account. 2.) Personal Loan: This personal loan had a balance of $261 when it was charged off in 2010 then I settled it and that is correctly reported as paid for less than full. However, a second trade line was added this month for the same account, stating that it was charged off in May 2015. These are two different trade lines for the same personal loan, with different statuses. Once again, if they correctly state in their response that this was settled, how can it be charged off for a second time this month. This is new information that was added this month. According to [redacted] and [redacted], I have two NEW charge off accounts. I have attached a document showing how the two accounts are being reported.While I continue to look for documentation that both loans were settled, I would like for AZFCU to provide me with whatever written documentation they have. I would also like AZFCU to adjust their entries to all 3 credit bureaus to reflect the correct charge off date for account #1 and to remove the duplicate entry for account #2 that incorrectly states that it was charged off this month. The original entry for account #2 is correct: charged off in 2010 then settled for less than full.Regards,

Our records indicate that the account was closed on 5/19/14 and all fees that may have been incurred were refunded. The member no longer has an account relationship with us and we have mailed him correspondence advising him as such. We consider this issue to be resolved.

Please see our attached response. Thank you.

Our records indicate that this issue has been resolved. Thank you!

We have provided a voided [redacted] to the [redacted] on your behalf to clear up the duplicate amount. You will find a copy attached. We will now consider this issue to be resolved. Please contact us at ###-###-#### if you have further questions. Thank you for your membership!

Our records indicate that the credit card in question still has a balance owed. There was a separate loan that was settled upon and paid for less than the balance owed, but there is a remaining outstanding balance on a charged off Visa credit card in the amount of $651.37. This...

charged off balance has been reporting on the member’s credit report since the time it was charged off 1/8/2010. If the member has proof that she paid her loan, or a copy of her credit report that shows this loan not reporting we will review the documents.

Since receiving the original complaint from this member, and since the most recent communication through the Revdex.com on 5/22/2015, Arizona Federal has received a letter from Jennifer stating she was unable to locate proof that she settled the remaining outstanding debt. She has offered to settle the debt at a specific dollar value. Arizona Federal has accepted this offer and will submit the debt as “settled for less than due amount” to the bureau when the payment is recieved.  We are considering this matter as resolved outside of the Revdex.com and will communicate to the member outside of the Revdex.com from now on.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I have received the needed paperwork and consider this complaint resolved.

Regards,

Due  to the highly regulatory nature of investments, this complaint is being handled directly through a member fo the investment team to ensure compliance. We demonstrated cost and provided advice. As previously stated, investment products are not insured the same way deposit products are, thus there is inherent risk in investing. This was demonstrated to the member and agreed upon at the time the investment product was purchased.

Our records indicate that the auto loan that Ms. [redacted] has with us has been past due in perpetuity for the last 2 months. We have documentation to show that we attempted to contact Ms. [redacted] at the phone number listed on her account, but the multiple calls were not answered and Ms. [redacted] did not...

contact us to set up payment arrangements. When this happens, we have no choice but to complete a payment sweep to resolve the deliquent loan amount. Unfortunately, if there are outstanding authorizations when this is done, they are still paid and if the account goes negative as a result, fees are assessed. Further we have refunded multiple fees in the past 6 months and Ms. [redacted] has been explained that further fee refunds will not be granted. The loan is currently past due. Please contact our Risk Management team at [redacted] to discuss payment arrangements due to financial hardship. Thank you.

Dear Ms. [redacted]:

I have attempted to reach [redacted] by phone and left voice messages requesting a call back. To date, I have not receive a follow up call. It would be greatly appreciated if [redacted] contacted me at [redacted] so I could address her...

concerns. 

Sincerely, 

Member Response Consultant

Our records indicate that Mr. N[redacted] called us to explain the situation on 3/31/16. We provided a solution which would have been to complete research as to where the check had gone, block and reissue if necessary and attempt to resolve any issues that might arise with his landlord (payee) as a...

result. Mr. N[redacted] stated that he wanted it blocked immediately, which carries a $35 fee. We explained this to Mr. N[redacted] and he still opted for the immediate stop payment. As this was his request, the $35 fee is applied.

As previously stated in our communication with Mr. N[redacted], Bill Pay items are processed through a third party vendor. We guarantee delivery in that we will provide assistance in the rare event that an item is lost or not received, we will advocate for our member. Mr. N[redacted] seems to agree based on his own statement that he has "been using BP for years and has not had a problem with it."  The attached letter explains when the item was sent, has the check number, amount and payee. The items are not sent via priority mail ands thus do not have a [redacted] tracking number. We have refunded the $35 stop payment fee as of 5/16/16. This fee would not have been charged through our normal research process.

Hello -We have contacted the member directly and come to a resolution that both parties have agreed upon. Thank you for your time. Sincerely,Arizona Federal

Due to fact that this complaint concerns investments which are provided through Arizona Federal but not insured like deposit products, a member of our investment team will be reaching out directly to you to attempt to resolve the issue. Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We have been in contact with [redacted] from the dispute response team as well as going into the branch to sit with someone and we have gotten nowhere. We are very upset at how we have been treated and the shortness and lack of customer service we have received. We have been dealing with this for months now and are uneasy that someone has (as of now) been able to get away with 3 charges ($61.71, $101.91 and $43.09) on our account using our money. There was original fraud reported to us on 2/18/14 by AZFCU. They even put a hold on our card. We had to run home and get a check to buy our groceries. We called the bank back and they said that possible fraud had been detected and our account was frozen. They verified the purchase and it was our purchase so they said it must have been a glitch but after that we were worried and checked our account and found 3 more charges that were not ours and reported them right away. I just don't understand how they could report fraud to us and then we report fraud to them and they deny it saying that "it does not fit normal fraud patterns". On top of that yesterday, my husband went to the branch again and was pulling $200 out of the ATM to pay our sitter and nothing ended up coming out of the machine. He immediately went inside to let the bank know and they said they don't service the ATMs so we have to file a complaint and they could not give us our money until they investigate it. Now we are out over $400. Now we have to disputes open and $400 that was taken from us and we did nothing but be responsible citizens. This all needs to be cleared up immediately. We will seek legal action if we need to against AZFCU if needed. This is horrible customer service. We just want all of our rightful money back.Regards,[redacted]