ASM Plumbing & Sewer

This letter is written in response to your inquiry dated concerning the above referenced complaintThe complaint alleges that California Coast Credit Union is trying to collect additional sums of money from Ms [redacted] At the time Ms [redacted] executed her loan agreement with California Coast, she agreed to pay the sum of $17,plus interestMs [redacted] made several payments prior to trading in her vehicle to [redacted] on at which time a payoff amount of $13,was quoted in error, the correct amount was $15,This error resulted in a payoff shortage of $2,Upon receipt of the check in the amount of $13,the title was released to the dealer in error California Coast contacted the member to explain that an error was made leaving a $2,balance still unpaid on the loanWe apologized and agreed that it was our error first in the incorrect quote and 2nd in releasing the titleWe offered to lower the monthly payment to $to assist Ms [redacted] with the re-payment of the $2,while maintaining the auto secured rate of 1.98%We assured the member there would be no negative impact to her credit due to the lower monthly paymentsMs [redacted] declined the offer stating it was our error and she would not accept responsibility for our mistake All activity and transactions on the account have been reviewed and I can assure you that no action other than to collect the remaining balance of our loan has been takenThere were no threats made to Ms [redacted] , only established protocols to assist any member with a deficiency balance We take pride in being proactive in admitting our error while offering to help our member arrive at a solutionWith that being said, and in order to maintain the good faith of our member we will write off the remaining $2,balance with no negative impact to Ms [redacted] ’s credit

Revdex.com: 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 Regards, [redacted] I reject their offer, I would agree to pay only 50% of the late fees on my account no more.Thank you

Please see the attached for the response.On April 14, 2016, California Coast Credit Union received correspondence from the Revdex.com regarding *** ***Thank you for the opportunity to review and respond to this matterIn his complaint, Mr*** states that California
Coast Credit Union charged him over $3,in late feesA total of $1,in late fees were charged to Mr***'s loan and $in late fees have been removedMr*** is asking for additional late fee considerationAlthough, the late fees assessed are appropriate based on the payment history and the terms of the loan; California Coast Credit Union will agree to credit an additional $in late fees as a courtesy to Mr***.Thank you again for the opportunity to address Mr***'s concerns,Regards,*** *** AVP Collection and Loss Recovery California Coast Credit Union

***n with firm states that this matter was resolved with a partial refund and credit for future work

To whom it may concern:On January 21, California Coast Credit Union received correspondence from the Revdex.com regarding *** ***, Thank for the opportunity to review and respond to this matterIn his complaint Mr*** states that California Coast Credit Union did not try to
contact via e-mail regarding a business matter, Correspondence was mailed to the address on file provided by Mr***However as indicated in his complaint he moved from that addressEventually he moved back to this address and received the time sensitive correspondenceWhen he received his mail he contacted the credit union immediately to address the matter.The matter was investigated and the information was reported correctly to the credit bureauHowever, as Mr*** points out in his letter there were extenuating circumstances in his situationIn consideration of these circumstances California Coast Credit Union will amend the information reported and remove the derogatory reportingIt is important to note when payment arrives thirty (30) or more days from the due date the CU is required to report this to the credit bureausWe ask that If Mr*** is aware that he will not be receiving mail at the address provided to the credit union that he contact the credit union with updated information.Regards,*** *** AVP Collection and Loss Recovery California Coast Credit Union

September 15, 2015 *** ***Revdex.com San Diego, Orange and Imperial Counties Re: ID #*** Dear Ms***, Thank you for bringing Ms***’s concerns to our attentionThe credit union attempted to contact Ms*** several times by phone and were unsuccessful
Attached please find a copy of the response that we mailed to her If you have any questions, please feel free to contact the credit union Sincerely, California Coast Credit Union cc: *** *** Dear Ms***,California Coast Credit Union is in receipt of your correspondence sent to the Revdex.comWe apologize for the inconvenience this has caused youOur goal is to provide exceptional services to our membersThe credit union did make several attempts to contact you by phone to review the information below.A thorough review of your account was performedAs a courtesy, all fees charged to your account between July 30, and August 27, have been reversed (two credits in the amounts of $and $were posted to your account on September 11, 2015).To clarify, all ACH debits are posted on the date indicated by the originatorRegulation requires ACH to be posted prior to the beginning of the business day, which for Cal Coast are typically posted prior to 7:a.mChecks that are written from a Cal Coast account are received at the end of the business day, and not posted until the following mid-dayAll credits are posted prior to debits in both Scenarios.Below are a few examples of debits initiated prior to deposited funds posting to your account:• Check #for $was written on August 1, and cleared on August 24, (Monday)Available funds in the account at the time the check was presented for payment were $The check was paid on August 24, and a Courtesy Pay Fee of $was charged to the account.o A deposit for $was received and posted to the account on August 25, (Tuesday).- An ACH debit to *** for $was presented for payment on August 27, (Thursday)The account had a negativebalance of $11,The item was paid and a Courtesy Pay Fee of $was charged.An Electronic Check for $payable to *** was presented for payment on August 27, (Thursday)The account had a negative balance of $The item was paid and a Courtesy Pay Fee of $was charged.o A deposit for $1,was received and posted to the account on August 28, (Friday).The above Overdraft and Courtesy Pay fees incurred, in addition to all of the other instances between July 30, and August 27, were due to checks and ACH debits that were initiated by you prior to funds being deposited into your accountTo avoid Courtesy fees, funds must be available in the account prior to the debits and/or checks postingPlease keep in mind that a debit card authorization will hold funds in your account, therefore affecting your available balance,We appreciate your membershipIf you have any additional questions or would like to further discuss, please feel free to contact *** ***, AVP, Support Services at *** *** and she will be glad to assist you.Sincerely,*** *** *** ***CC: Revdex.com

Please see the attached.Gentlemen,Our records indicate on August 12, 2015, Mr*** reported his debit card stolen, and the credit union closed the card and mailed him a new oneMr*** continued to use his account for debit card and *** ACH withdrawals onlyIn early October, 2015,
as a courtesy, four *** ACH withdrawals were paid against insufficient funds and an insufficient funds fee was assessed for each transactionIn mid-October, *** ACH withdrawals were returned as insufficient funds and an insufficient funds fee was assessed for each transactionThese transactions overdrew the account by $Two voice mails, three letters, and three emails were sent to Mr*** requesting that he pay the negative balance or contact the credit unionOn November 4, 2015, a credit union employee spoke with Mr*** and reviewed the transactions causing the negative balanceHe said he was out of town and would have a direct deposit on November 15; however, the credit union did not receive a deposit and the account was charged off as a loss.On March 9, 2016, after the *** County Sheriff's Department informed Mr*** they had arrested someone in possession of his driver's license and California Coast debit card, he contacted the credit union to report fraudulent activity on his account from October, He provided the credit union with the Sheriff's report as requested; however, the *** ACH withdrawals were beyond the regulatory 60-day return time and could not be returned.In reading the Sheriff's report and speaking with Mr***, it was determined that his personal information was stolen along with his identification and his debit cardWe are committed to providing stellar service to our members and due to this new information, we deleted his negative account from his credit report, ***, and the third party collection agencyThe four *** ACH withdrawals were deposited to his account and the fees refunded.Sincerely,*** *** VP, Operations

RE: Complaint ID: *** - *** * *** This letter is written in response to your inquiry dated 08/27/concerning the above referenced complaintThe complaint alleges that California Coast Credit Union failed to process Mr*** insurance documents and
wrongfully added Collateral Protection Insurance (CPI) to his auto loan. Collateral protection insurance (CPI), is purchased by a secured lender such as California Coast upon the failure of its borrower to maintain his/her own physical damage coverage on the collateral as required by the loan agreement. At the time Mr*** executed his loan agreement with California Coast, the dealer provided information that the insurance would expire on 01/14/Notices were sent to Mr*** on March 27th and April 27th with no responseThe third notice that was sent on May 8th was received back as “Return to Sender - Unable to forward”. Acceptable proof of insurance was not provided and CPI was placed on June 24th.On August 25th Mr*** contacted our collections department with regard to the accountWhen the advisor informed Mr*** about the insurance lapse and invalid address he stated he has always had insuranceAfter additional negotiations with Mr*** he agreed to contact his insurance but would not provide us with a current correct mailing addressCurrent contact information is key in ensuring that we can communicate with our members about their accountsOn 08/29/the insurance company provided the necessary insurance informationUpon receipt of these documents, the entire CPI premium was refunded along with associated interest and late chargesWe have also taken steps to ensure that credit bureau reports will not reflect any past due payments related to this eventAll activity and transactions on the account have been reviewed and all action California Coast Credit Union has taken is in accordance with the original contract terms and established protocols for CPI requirements. We take pride in being proactive in assisting our members and recognize the importance of keeping our members informed about their accounts at all timesPlease feel free to contact me if you have any further questions.Sincerely,*** ** ***Manager, Loan Servicing

This letter is written in response to your inquiry dated 06.15.2016 concerning the above referenced complaint. The complaint alleges that California Coast Credit Union is trying to collect additional sums of money from Ms. [redacted].   At the time Ms. [redacted] executed her loan agreement with...

California Coast, she agreed to pay the sum of $17,702.00 plus interest. Ms. [redacted] made several payments prior to trading in her vehicle to [redacted] on 04.05.16 at which time a payoff amount of $13,168.24 was quoted in error, the correct amount was $15,168.24. This error resulted in a payoff shortage of $2,000. Upon receipt of the check in the amount of $13,168.24 the title was released to the dealer in error.   California Coast contacted the member to explain that an error was made leaving a $2,000 balance still unpaid on the loan. We apologized and agreed that it was our error first in the incorrect quote and 2nd in releasing the title. We offered to lower the monthly payment to $35.05 to assist Ms. [redacted] with the re-payment of the $2,000 while maintaining the auto secured rate of 1.98%. We assured the member there would be no negative impact to her credit due to the lower monthly payments. Ms. [redacted] declined the offer stating it was our error and she would not accept responsibility for our mistake.   All activity and transactions on the account have been reviewed and I can assure you that no action other than to collect the remaining balance of our loan has been taken. There were no threats made to Ms. [redacted], only established protocols to assist any member with a deficiency balance.   We take pride in being proactive in admitting our error while offering to help our member arrive at a solution. With that being said, and in order to maintain the good faith of our member we will write off the remaining $2,000 balance with no negative impact to Ms. [redacted]’s credit.

Revdex.com:
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.
Regards,
[redacted]
I reject their offer, I would agree to pay only 50% of the late fees on my account no more.Thank you.

Revdex.com:
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted]
RE: Revdex.com ID#[redacted]

Dear Mr. [redacted],
California Coast Credit Union received your correspondence sent to the Revdex.com requesting reimbursement of Debit Card Overdraft fees. We value...

your membership and your concerns are important to us.
On February 10, 2014 you opted-in to Debit Card Courtesy Pay, authorizing the credit union to pay Debit Card transactions when sufficient funds are not available, agreeing to pay a $27.00 fee for each transaction that overdraws your account by more than $20.00. You may opt-out of this service; however, your Debit Card transactions may be declined should your available balance be insufficient to cover the transactions.
As a courtesy, $297.00 in Debit Card overdraft fees were refunded to your checking account. Our records indicate that on December 22, 2015 the credit union previously refunded $102.50 in fees that were also incurred as a result of Debit Card transactions posted to your account when there were insufficient funds available to cover the transactions.
In response to your comment about the way the credit union processed your Debit Card transactions, please be advised that transactions are posted from merchants as received; seven days a week, 24 hours a day. At the time of the $120.49 [redacted] transaction on March 28, your available balance was $23.21. At that point, the credit union had not yet received the Debit Card transactions from the weekend, but the funds were on hold and the transactions were posted after the [redacted] transaction had posted.
You may view your Debit Card holds (authorized transactions that have not posted to your account)
in online banking by clicking on “Holds” on the Account Summary page.
California Coast Credit Union’s goal is to provide exceptional service. If you additional questions, please feel free to call me at [redacted].
Sincerely,
[redacted]
Vice President, Operations
cc: Revdex.com

Revdex.com 4747 Viewridge Ave #200 San Diego, CA 92123     Re: [redacted]     To Whom It May Concern:   Mr. [redacted] originally applied in January 2017 to purchase a private party vehicle, but did not follow up after he was sent the list of items needed to...

complete a private party purchase at that time.  When he re-applied for the same purpose in April 2017, there were only a few days to complete everything before the seller had to leave the country.  When the flight of the seller was moved up a day, the one signature needed to complete the [redacted] portion of this transaction was not possible to obtain.  We could have obtained the sellers signature “in advance”, but failed to do so, which prevented fina[redacted]ing this transaction in a timely manner.  I have corresponded with Mr. [redacted] by e-mail and he does want to proceed with this refinance.  We are sending the necessary [redacted] form by mail using [redacted] International to get the seller’s signature.  Mr. [redacted] provided the overseas address.  Once that form is received we can fina[redacted]e the private party transaction.  Additional training is being provided to our employee by her manager to understand ways to handle specific transactions like this and others that are “out-of-the-box” situations.   Sincerely,     [redacted] California Coast Credit Union AVP Credit Services Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is greatly appreciated. Finally the little guy, got a break. I also appreciate the bank excepting human error as cause of this matter, and it was unfortunate. I will wait for the business to perform this action and, if it does, will consider this complaint resolved, and I am taking their word that my credit will not suffer from this ordeal.Professionally yours, 
[redacted]

Revdex.com: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 will wait for the...

business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]