Aspire Federal Credit Union

I am in receipt of your letter to Aspire Federal Credit Union dated June 29, Please know that Aspire Federal Credit Union had done everything within its power to help rectify this situation with this particular memberWhen the vehicle was repossessed the loan was more than days past due
Prior to the credit union taking such drastic action we attempted to contact our member on a number of occasions to work out a payment arrangementThis was to no avail as *** *** had not responded to our callsSubsequent to this, the loan was so far past due that the credit union was required to charge this loan offDue to this situation all accounts with the credit union were closed out and access to any on-line banking was shut down as wellMrH*** had advised *** *** that, as a courtesy, we would release the car back to her if she brought the account currentNormally, if a loan is charged off we will not negotiate with the member and simply sell our collateral to recover what we could and then proceed with suit for any balance due and owingHowever, the credit union took into account her hardship situation and wanted to try to help the member and decided not to pursue this particular course of actionThe member was advised to send to the credit union $2,to release the vehicle but since her accounts were closed due to the charge off the monies could not be receivedBecause of this, the credit union agreed to absorb the cost of the repossession fees, but the member would still have to pay for the storageIn looking at what *** *** tried to send to Aspire from *** *** the amount was $less than what was agreed to with MrH***These monies, we presume, are still with *** ***Finally, as a last resort to rectify this with our member MrH*** spoke to *** *** and told her of the situationIt was at this point that MrH*** found that this member did not have insurance on the vehicle and if she did not provide proof we could not release the carThe credit union, in further efforts to protect it collateral, had to place insurance on the vehicle which is why the amount that she and MrH*** discussed was not accurateHe was under the impression that the member still had insuranceOnce *** *** showed proof of insurance, the credit union refunded $back to her loan balance which reduced the amount due on the vehicleFurthermore, MrH*** communicated with this member via e-mail on June 13, advising her of all of the transactions relating to this loanAspire did attempt to assist this member and is still willing to help, but *** *** must communicate with MrH*** and the credit union to get this situation resolved once and for allMrH*** advised he will again reach out via e-mail and telephonically today to *** *** to clear up any of her concernsEnclosed is the e-mail from June 13, from MrH*** to *** ***, a copy of the entire payment history including the refund of the aforementioned $and the most recent e-mail communication to our memberIf you have any additional questions or need further clarification, please feel free to contact meCris T*** Aspire Federal Credit Union Director of Collections FYI - Letter with back up information will be mailed 9/12/

Complaint: ***
I am rejecting this response because MrH*** or Aspire aren't fully explaining the situation, which is the reason I contacted Revdex.comI talked with Aspire once or twice about my car payments, which I know that it is my responsibility to pay for I wasn't aware that it was days past dueMy car was taken on Thursday March 10, I called the next day, Friday March 11, 2016, to see what I needed to do to get my car backI had never been in this situation in my life The lady Repof Aspire, told me I owe around $2,but, I also owed other fees, but she didn't work in the department, she told me to cal back on Monday March 14, 2016, when the person in the departmehrnt could help me, she also gave me the telephone to call Allentown the storage company that had my car, to find out what their fees were for them holding my carwhich I called also on Friday March 11, 2016.I called on Monday March 14, 2016, and the lady gave me the price, I asked could they take it out of my *** *** account, I gave her my informationshe told me they would take it out on Tuesday March 15, I call on Tuesday March 15, and they hadn't taken it outThey then told me, they didn't knowwhy it didn't come out, but to give them hrs and it will be out on Wednesday March 16, I didn't call back, because I assumed that it was taken out, and also I did't have a ride to take me to Allentown to pick up my car On Monday March , 2016, I had a ride to pick up my car, I called Allentown, and they told me that they didn't get a release letter from Aspire, I then called Aspire the same day, and asked them what happened, then they said that my insurance wasn't paid, I contacted *** Insurance compthey even had a three way conversation with me, and still, MrH*** act like he couldn't get informationAll of the quote amount in their statement, they never told me aboutI went by what they quoted to meNo one has told thatI was happy they wanted to work it out with meBut, after a while, it seem that they were stalling this situationI was the one, who asked if I could email him, because, I did not trust Aspire anymoreI asked more the twice could you please sent me information how much I owe on the car and my history, because I didn't trust AspireI contacted him very often concerning my car, then after days, he tells me to immediately pay for it, at that time the storage fees were about $1,and he gave basically the same information he done beforeI asked him abut the storage feesI basically gave up on AspireThe customer service is bad when it comes to getting information about my carI Kept all of the messages I sent to him Only just a week or two ago, MrH*** emails that they are going to sell my carWhich I thought they did, because he never told me, about what they were going to do and whenHe finally emails me a history, I asked to have it mail to me, months agowhen I asked him to send to me, he told me they would charge for that, but why didn't he tell me that months agoI asked him to send me a letter stating that I didn't have my car, so *** Insurance can reimburse me for payment, still no letterbasically they just stalled the whole processedI kept all emailsMy complaint is very bad customer service and stress.
Regards,
*** ***