Beacon Community Credit Union

From: *** *** Subject: *** In response to Mr*** complaint regarding fees charged to his account at Beacon Community CU. Mr*** was charged separate fees on his account on August 29, 2016, totaling $90.00. I do not understand the $amount he referred
to in the complaint $NSF fee was charged at 9:am for an ACH transaction for ***. Funds were not available to cover the transaction, it was returned NSF$overdraw fee was charged at 9:am for a debit card transaction. He did not have funds available to cover the purchase and his account was overdrawn$overdraw fee was charged at 9:am for a debit card transaction. He did not have funds available to cover the purchase and his account was overdrawn Any transactions that is produced to a member’s account and they do not have the funds to pay the transaction will result in either an NSF fee, or an overdraw feeWe will refund one fee annually as a courtesy to our membersMr*** received his one-time refund on May 20, 2016. There are member alerts in place on his account which will email him when his checking account balance drops below $to alert him to his balancing getting lowMr*** was in the credit union and made a deposit of $at 10:am on the morning of August 29, The deposit was made after the transactions had already processed and the fee’s were chargedHis complaint regarding an ‘old and antiquated atm’ are unfounded. We have a new ATM at this location that does accept deposits. The ATM was installed in 2015. ATM deposits are processed before 9:00a.mand any funds deposited via the ATM will be credited to the members account. Had Mr*** used the ATM to make a deposit prior to the transactions clearing he would not have incurred any fees. We also have a night drop you can make deposits into as well, in the event the ATM is out of service. The ATM was NOT out of service on 8-29-I spoke with *** and *** and other employees who witnessed the conversation between *** and Mr*** said Mr*** made the comment to her, if he knew he was going to get charged those fees he would have put the money in the ATM*** asked Mr*** if he kept a check register and he replied noMr*** told our employee he looked at his mobile app and he believed he had the money in his account to cover the transactions Unfortunately he was either unaware of the $charge, or had forgotten about the $charge that tried to clear his account on the morning of 8-29-I spoke with *** and *** and other employees who witnessed the conversation between *** and Mr*** Mr*** initially spoke with *** regarding his fee. She was unable to help him and got ***, the Branch Manager, to speak with him. Mr*** told *** they both could not talk at once and for her to be quiet while he explained the situation. When he finished *** explained to him the fees were correctHe did not have funds available to cover the transactions and he began speaking over her and getting louderHe was told he could talk with ***’s supervisor Loretta when she returned the next day. He was getting very loud and talking over *** and at that point she did tell him if he did not calm down she would have to call the police to have him escorted out and walked away from the teller counter. According to the witnesses, they did not perceive ***’s comment to be neither malicious or disrespectfulMr*** made his deposit at 10:a.mand left the CUAlthough no one likes to deal with unpleasant situations they do happen A member’s finances can be a very sensitive situation and sometimes emotions do come in to play. *** did not treat Mr*** any differently than any other member in the same type of situtation. The fees are correct and will not be refunded. Mr*** can elect to have monies overdrafted from his other account to cover instances where he has miscalculated his balance. This is automated by our core system and does not incur the $fee. It is a reduced fee of $if it is accessedI would be more than happy to set this additional service up for Mr*** if he so desiresI attached our rate and fee disclosure that is given to all members at the time of account opening. All fees are disclosedIf you require any additional information please do not hesitate to contact meThank you, *** *** *** Beacon Community CU ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
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