Bjorgl's Trading

September 7, [redacted] Better Bus***s Bureau (Revdex.com) of Metropolitan Washington, DC & Eastern Pennsylvania K Street, NW, 10th Floor Washington, DC 20004- Re: Complaint ID # [redacted] / [redacted] Dear Mr [redacted] : Thank you for notifying us of Ms [redacted] ’s rejection of our second response to her original complaint submitted on 8/16/ As Ms [redacted] ’s recent rejection essentially recounts the same concerns she raised in her original complaint, we urge Ms [redacted] to revisit our initial response submitted to the Revdex.com on 8/24/and our second response submitted on 8/30/Through our first and second responses, we believe that we have fully and accurately addressed all of Ms [redacted] ’s concerns and explained why Ms [redacted] is not entitled to receive a refund, as she has requested Although we have also previously explained the delay in responding to her original complaint, we would like to apologize once again and explain that the delay was due to technical difficulty in retrieving the recorded phone conversation that took place between Ms [redacted] and one of our representatives on 7/26/ During this delay, our representatives told Ms [redacted] that her phone call might have been handled differently from her sister’s call because of a “training issue.” However, we also explained to her that we would not know for sure until we obtained the actual phone recording Before preparing our initial response on 8/24/17, we obtained the 7/26/phone recording and realized that our representatives did not handle Ms [redacted] ’s call improperly or commit any error in processing her sister’s transaction to close out the account As previously explained, both Ms [redacted] and her sister as joint account owners had equal rights to transact on the account, including closing out the account Therefore, Andrews Federal Credit Union had no reason to place a stop payment on the cashier’s check we issued for the account balance or refund the account balance to Ms [redacted] Ms [redacted] should probably direct any further concerns to her sister as Andrews Federal Credit Union is unable to provide her with the relief she requested Thank you again for the opportunity to respond Sincerely, Tonia J***-V [redacted] Member Advocate

Date: Wed, Sep 20, at 2:PMSubject: Complaint number [redacted] To: "[email protected]" September 20, [redacted] Revdex.com of Metropolitan Washington DC and Eastern PennsylvaniaK St NW, 10th FloorWashington, DC 20004-Subject: [redacted] , Complaint Identification [redacted] Dear [redacted] , Thank you for contacting Andrews Federal Credit Union regarding [redacted] ’s mortgage billing and collection concernsIn her complaint, [redacted] stated that she financed her mortgage with [redacted] , a company that currently partners with Andrews Federal Credit Union [redacted] was informed by this company that she could refinance her mortgage less than one year after the original mortgage was obtained [redacted] worked with [redacted] to refinance her mortgage resulting in a package combination loan that Andrews Federal Credit Union subsequently purchasedIf [redacted] has any questions or concerns regarding the structure of the loan, she may contact her [redacted] loan representative [redacted] also stated that she received a notice in January stating that her December mortgage payment was days lateAfter calling Andrews Federal Credit Union, [redacted] she was told that her payment was not late and that it would be taken care ofAfter thoroughly researching [redacted] ’s account, there was no record of a late payment for the month of December or JanuaryOur records indicated a payment in July that was not posted accurately, however upon discovery, this payment was backdated and effectively correctedWe also provided a onetime fee reversal as a courtesy and removed the late reporting to the credit bureaus for April and May, which covered the time that [redacted] was not working due to an illnessIn regards to her escrow and payment increase, an escrow analysis is provided to members each year which outlines the amount that was collected and paid out, as well as future payouts for insurance and county, school and township taxes [redacted] ’s increase stems from these items, of which Andrews Federal Credit Union has no controlShould you need any further information, please do not hesitate to contact me via the information below.Sincerely, Tonia V

April 25, [redacted] Revdex.com of Metropolitan Washington DC and Eastern PennsylvaniaK St NW, 10th FloorWashington, DC 20004-3404Subject: [redacted] ***, Complaint Identification [redacted] Dear [redacted] ,Thank you for contacting Andrews Federal Credit Union, regarding *** ***’s recent Revdex.com complaintIn her complaint, [redacted] stated that there was an unauthorized hard credit inquiry from Andrews Federal Credit Union dated August 15, on her credit report.After a thorough investigation, I found that an application was submitted through [redacted] on August 15, at 6:p.mto refinance a [redacted] .As a credit union, we emphasize the importance of guarding one’s credit and understand that changes to an individual’s credit score can be very upsetting The [redacted] website provides a disclosure prior to application submission (see below) stating that the applicant grants [redacted] and/or its Lenders permission to obtain a copy of his/her credit report If you need additional assistance or have additional questions, please do not hesitate to contact me.Sincerely,Tonia V***Member AdvocateAndrews Federal Credit Union [redacted] ***Suitland, Maryland ***Office ###-###-####

June 17, 2016Dear [redacted] ,Thank you for contacting Andrews Federal Credit Union regarding [redacted] ’s recent Revdex.com complaintIn her complaint [redacted] stated that she paid her [redacted] Credit Card in full on March 18, using Andrews Federal Credit Union’s online system; however the transaction was reversedAfter thoroughly reviewing the transaction history, a payment in the amount of $ was returned to Andrews Federal as “original account not found”, which resulted in the reversal As a courtesy to our member, Andrews Federal reversed all fees and interest which brought the account to a zero balanceIf you need additional assistance or have additional questions, please do not hesitate to contact me.Sincerely,Tonia V***Member Advocate

Dear [redacted] ,Thank you for notifying Andrews Federal Credit Union of the recent rebuttal to a complaint filed by [redacted] with the Revdex.com regarding a billing/collection issue [redacted] stated in his rebuttal that the [redacted] Credit Report he has showed that Andrews Federal listed his status as “Creditor cannot locate individual”We contacted [redacted] and this has been correctedShould you need any further information, please do not hesitate to contact me

August 24, [redacted] Better Bus***s Bureau (Revdex.com) of Metropolitan Washington, DC & Eastern Pennsylvania K Street, NW, 10th Floor Washington, DC 20004- Re: Complaint ID # [redacted] / [redacted] Dear Mr [redacted] : Thank you for contacting Andrews Federal Credit Union (“Andrews Federal”) regarding the service concerns raised by Ms [redacted] Here at Andrews Federal, we take complaints very seriously as we are always striving to improve our servicePlease see below a detailed account of the events, which led to Ms [redacted] ’s complaint along with our response to each of these events Ms [redacted] claimed that a death certificate was required to close the account in questionWe were able to obtain the recorded conversation between Ms [redacted] and one of our representatives that took place on July 26, During that call, Ms [redacted] indicated that she was calling on behalf of her mother’s account and acknowledged that she and her sister ( [redacted] ) were also listed as joint owners on the account Ms [redacted] further inquired whether she could write a check from the account since her mother (our member and the primary account owner), [redacted] , had passed away the day prior and Ms [redacted] ’s name was not listed on her checks Following our security protocol, the representative asked Ms [redacted] for the password on the account but Ms [redacted] did not know the password As a result, the representative informed Ms [redacted] that no further (account specific) information could be provided over the phone Because the information that the representative did share with Ms [redacted] was not account specific, and Ms [redacted] did not request that a specific transaction be conducted, there was no need for the representative to proceed with asking authentication questions to validate Ms [redacted] ’s identityHowever, the representative did provide Ms [redacted] with general account information; i.e., she suggested that Ms [redacted] visit a branch for better assistance and also informed Ms [redacted] that our Member Service Department may request a death certificate in order to notate that the primary account owner was deceased The representative went on to explain that a joint owner on the account could visit any Andrews branch to receive a cashier’s check or otherwise do whatever they desired with the account’s proceedsAfter the phone call ended our representative notified our Member Service Department of the primary account owner’s death; a representative from that department subsequently sent a letter to both Ms [redacted] and Ms [redacted] at the address of record for the account That letter informed both sisters of the two options they could take concerning the account, as joint owners: 1) Close the membership account; or 2) Re-title the account in their names and remove the decedent’s name The letter requested the mother’s death certificate to facilitate either option but was not required for either joint account owner to transact on the account We do apologize if the letter and/or our representatives’ instructions caused any confusion Ms [redacted] claimed that she was not given the same opportunity as her sister to answer security questions to receive account information over the phone On August 9, 2017, Ms [redacted] ’s sister, [redacted] , contacted Andrews Federal The representative she spoke with asked her for the password on the account but she did not know it Ms [redacted] specified that she wanted to close the accountSince Ms [redacted] was requesting an account transaction, the representative followed standard security protocol to authenticate her identity The representative asked security questions and received accurate responses that validated Ms [redacted] ’s identity As a joint account owner, Ms [redacted] had the same right as Ms [redacted] did to withdraw funds or close the account Ms [redacted] chose to close the account and have a cashier’s check mailed to her since she did not live local to any Andrews Federal branch Andrews Federal complied with her request after receiving her request in writing along with a copy of her personal identification to verify her identity The cashier’s check for the account balance of $45,was issued and has since clearedMs [redacted] visited the branch with her mother’s death certificate and Will showing her sister was not entitled to any of her mother’s assetsMs [redacted] visited our branch in Suitland, MD on August 14, and presented her mother’s death certificate and Will to the branch manager The branch manager informed Ms [redacted] that the account had already been closed by her sister Ms [redacted] indicated that her sister was excluded from the proceeds of the Will While this information may be true, it has no bearing on Andrews’ handling of the account as joint ownership, per our account terms and conditions, takes precedence over the decedent’s will Our terms and conditions state in pertinent part: “At the death of any owner, the balance in the account shall belong to the surviving owner(s) If two or more owners survive, the account will remain a joint ownership account and the survivors each will own the account with full survivorship rights if at least one survivor is a member of Andrews Federal or is eligible for membership.” Since both Ms [redacted] and Ms [redacted] are eligible for membership of Andrews Federal in each of their own rights, both Ms [redacted] and Ms [redacted] were entitled to transact on the account together or separately, to include withdrawing funds and closing the account Ms [redacted] has requested a refund of the account proceeds to settle this complaint For the reasons stated above, Andrews Federal cannot comply with Ms [redacted] ’s request for a refund According to our research, our representatives did not commit any error in responding to Ms [redacted] ’s inquiry and in processing Ms [redacted] ’s transaction to close the account However, we sincerely apologize for any inconvenience Ms [redacted] may have experienced Please do not hesitate to contact us if we can be of further assistance Sincerely, Tonia J***-V [redacted] Member Advocate

November 9, [redacted] RevDex.com of Metropolitan Washington DC and Eastern Pennsylvania K St NW, 10th Floor Washington, DC 20004- Subject: [redacted] , Complaint Identification [redacted] Dear *** [redacted] , Thank you for notifying Andrews Federal Credit Union of the recent complaint filed by [redacted] with the Revdex.com regarding a billing/collection issue Mr Willis states in his complaint that Andrews Federal Credit Union is reporting two accounts on his credit bureau report and the status shows “Creditor cannot locate individual” We researched [redacted] ’ credit bureau report, from [redacted] , and our records do not indicate the accounts are coded as “Creditor cannot locate individual”We request that [redacted] provide a copy of the relevant portion of the consumer report that he has, which identifies the inaccurate informationUpon receipt of the documentation and our complete investigation, we will notify each Consumer Reporting Agency accordingly if the information is inaccurate We mailed [redacted] a copy of the credit report from [redacted] on November 09, 2015, to the address we have on file, which has nothing stating “creditor cannot locate individual” Should you need any further information, please do not hesitate to contact me Sincerely, Tonia V [redacted] Member Advocate Andrews Federal Credit Union [redacted] Suitland, Maryland [redacted] Office [redacted]

July 15, 2015 [redacted] RevDex.com of Metropolitan Washington DC and Eastern Pennsylvania 1411 K St NW, 10th Floor Washington, DC 20004-3404 Subject: [redacted] , Complaint Identification [redacted] Dear Ms. [redacted] , Thank you... for notifying Andrews Federal Credit Union of the recent complaint filed by [redacted] with the RevDex.com regarding his request to be removed from an account. Mr. [redacted] states in his complaint that he has made several attempts to have his name removed from a [redacted] Credit Card account. He also stated that he was only an authorized user of the [redacted] card. I obtained a copy of the [redacted] application and Mr. [redacted] signed as a co-borrower. His income along with the primary holder’s income was the determining factor for approval of the [redacted] Credit Card. The Debt Management Solutions (DMS) department mailed Misty [redacted] , primary account holder, the necessary forms to apply for the credit card in her name alone. We can remove Mr. [redacted] from the [redacted] account only if she qualifies for the balance under her name alone. We have not received the paperwork from Misty [redacted] as of Tuesday, July 14, 2015. We will reach out to her again to obtain the necessary paperwork to remove Mr. [redacted] from the [redacted] Credit Card account. I sent the request to DMS to have any delinquencies removed from Mr. [redacted] ’s credit report. This can take up to thirty days. I have maintained contact, via e-mail, with Mr. [redacted] providing updates as I receive them from DMS. I will continue providing him with any information I receive. Should you need any further information, please do not hesitate to contact me. Sincerely, Tonia V [redacted] Member Advocate Andrews Federal Credit Union [redacted] Suitland, Maryland 20746 Office ###-###-####

[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 as Answered]
Complaint: ***
I am rejecting this response because: They are missing the whole point of my complaint and turning everything around in their responses back to you,.In their response dated September 7, it clearly states that "my phone call might have been handled differently from my sister's call because of a "training issue." Three different representatives told me "it was a training issue." With that said, unfortunately being that is was a training issue when I called on July 26, and was told "go to one of our branches with the death certificate and they can discuss this account with you" Don't you think if MsW***, ( the representative I spoke with on July 26, 2017) Knew she could have asked me "Security Questions" like they did when my sister called on August 9, which allowed her to close the account that I could have done the same thing on July 26, protecting my mother's account which was set up to pay her mortgage payments for two years if and when she passed? This was the "training issue", MsW*** did not know that she could have asked me security questions or she would have asked me Had she done so then the intention of my call would have been satisfied and I would have been able to close my mom's account Instead, MsW*** said, "you need to go into one of our branches with a death certificate then they can discuss this account with you" I asked, "so nothing can be done with this account until a death certificate is provided, correct"? And her response was yes So why was I to believe anything different Especially, when two days later I received a letter in the mail on Andrews Federal Credit Union from MsV*** stating "please bring in a copy of *** ***'s death certificate (with raised seal) Then the letter goes on to say "when you feel the time is right, you and *** *** (sister) will need to decide how you want to proceed with the membership" I don't understand why this letter is not clear and you cannot recognize that I was told nothing can be discussed about the account until a death certificate is brought into the branch Once by MsW*** on the phone then a letter in writing in bold stating the same thing What was I not supposed to believe after speaking with MsW*** then getting a letter in the mail stating exactly what she said; take a copy of the death certificate (with raised seal) into one of our branches After receiving the letter I felt comfortable that my sister would not be able to close it without a death certificate I sated and showed my due diligence that my sister removed herself from the family three years ago and had the copy of the Will when I went into the branch on August 14, showing she was not in the Will and have a Letter of Administration appointed by the Court as my mom's Legal Representative What more do you need to see for supporting documents that I did what I was told and they are turning the whole story around Had it not been a "training issue" (error on MsW***'s part on the phone) and the letter (attached again) reiterating what MsW*** said about the death certificate then yes I would have had my equal rights to transact on the account, including closing out the account" as mentioned in their last response dated September 7, We are going back and forth stating the same thing over and over again This is their word against my word, however; I have the letter telling me a death certificate was needed What more proof do I need? And, taking their word against my word; maybe someone at the Revdex.com needs to listen to the phone call they are referring to Andrews has had no other proof to show the Revdex.com that this was handled properly and that this account was safely in their hands Especially, after receiving the letter Now they are saying since I received the letter that they apologize for the mis-understanding in the letter "because a death certificate is not always required" This is the first time I have heard that comment since I filed this complaint Is there a misunderstanding to you (the Revdex.com) that the letter states a "death certificate was not required? Also, when I went into the branch after receive the "raised sealed copies of the death certificate" the first thing the branch manager asked me for was the death certificate and said, "I will be right back I need to make a copy of this for our files" This was backtracking since I received the letter asking for it and they let my sister close the account out without it he asked for it to make a copy for their files Too late, this was done on August 14th because that is how long it took to get the death certificates and my sister called on Aug 9, and closed the account over the phone while she lives in Montana. You need to understand I did not have "equal rights" because I was treated differently and told something totally opposite for my sister to be able to close this account AGAIN, MY SISTER HAS NOT BEEN PART OF OUR FAMILY OR SPOKEN TO OUR MOTHER IN ALMOST THREE YEARS My daughter was keeping my sister informed of my mom's health and that she was in the hospital for three weeks where she passed away My sister made nor had any intentions of coming to see our mother prior to her passing But what she did do is start driving out from Montana to Maryland to my mom's house she coordinated with my daughter and stayed a few days and went through my mom's office at home and took all her asset account information so she had account numbers on all her assets and did this with Andrews in spite because my mom took her out of the will since she wasn't speaking with my mom for three years! She also tried this trick with other banking accounts of my mom's but I was able to close them (M & T bank) prior to her checks clearing She also took my mom's checkbook for her account with M $ T and wrote checks that bounced because M & T handled this situation properly and with due diligence!! She has called my mom's broker to see if she was on those accounts and thank the lord she was not However, before my mom took her out of the Will after not speaking to her for three years my sister knew that my mom set up an account with Andrews Federal Credit Union to put money away so I could pay her mortgage for two years if and when something happened to my mom Had I been treated equally like my sister was when she called this could have all been prevented We all make mistakes This isn't a perfect world and sometimes our mistakes are costly and I'm sorry that Andrews Federal Credit Union is responsible for MsW***'s "training issue" on how to properly handle my call but after received a letter ion writing saying the same thing "death certificate needed" I felt comfortable with my mom's account in the hands of Andrews Federal Credit Union because my sister would have never received the death certificates I am appointed by the Court as my mom's Legal Representative on her estate which includes her house, financial, etc This estate is in probate for my protection because of my sister's actions and Andrews Federal Credit Union.I hope we don't just keep going back and forth saying the same things over and over again I have supporting documents What do you have as supporting documents? I talked to so many people there were many more phone calls with different people (and I have their names) that said, "this was a "training issue" I should not be penalized for their error I am attaching my supporting documents again I believe you already have a copy of my mom's will MsW*** was aware of the situation and why the account needed to be closed down when I called in on the 26th of July.Thanking you again for your cooperation and assistance in this matter The only proof you are going to receive from Andrews is to listen to ALL the calls I made They can say anything in a letter but has anyone actually called the Credit Union asking how many calls where placed by me and what was said and did you have an opportunity to listen to those calls I have a written letter from them stating the death certificate was required; what more do I need to provide?
*** ***###-###-####

September
14,
*** ***
RevDex.com of Metropolitan
Washington
DC and Eastern Pennsylvania
K St NW, 10th Floor
Washington,
DC 20004-
Subject:
*** ***, Complaint Identification
***
Dear
*** ***,
Thank you for notifying Andrews Federal Credit Union of
the recent complaint filed by *** *** with the Revdex.com
regarding a service issues
*** *** states in his complaint that Andrews Federal
Credit Union received the payoff check for the *** *** on August 27,
2015, from *** *** ***He called on September 2, to check the
status of the title and was promised a call back*** *** never received a callHe noted when he called again, he was told the title
was in process and that it could take up to sixty (60) days
It is Credit Union policy to ensure the turn-a-round
time for a title to be mailed after payoff is two weeks after the payoff has
been posted to the loan I have looked into this matter and
verified the title was mailed on Thursday, September 10, to *** *** *** in Portsmouth, New HampshireWe apologize for
any misinformation provided to *** *** and any inconvenience this may have
caused
Thank
you for bringing this matter to our attention. Please do not hesitate to
contact me directly should you need any additional information
Sincerely,
Tonia
V***
Member
Advocate
Andrews
Federal Credit Union
*** *** ***
Suitland,
Maryland ***
Office
***

November 28, *** *** Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania K St NW, 10th Floor Washington, DC 20004- Subject: *** ***, Complaint Identification *** Dear *** ***, Thank you for contacting Andrews Federal Credit Union regarding *** ***’s response to the information we provided to resolve her Revdex.com complaint In my response letter, I stated that I obtained a copy of the signed receipt, dated October 3, which stated that $of *** ***’s funds would be released immediately, $4,would be released on October 11, and the remaining funds would be released on October 18, A copy of the signed receipt was mailed to *** ***, for her records, to the address that we have on fileI also e-mailed a copy of the receipt to *** *** on November 28, Should you need any further information, please do not hesitate to contact me Sincerely, Tonia V*** Member Advocate Andrews Federal Credit Union Allentown Road Suitland, Maryland Office ***

August
11,
*** ***
Better
Bus***s Bureau of Metropolitan
Washington
DC and Eastern Pennsylvania
K St NW, 10th Floor
Washington,
DC 20004-
Subject:
*** ***, Complaint Identification ***
Dear
***
***,
Thank you for
notifying Andrews Federal Credit Union of the recent complaint filed by *** *** with the Better Bus***s Bureau regarding a billing
issue
*** ***
states, in his complaint, he
financed a *** and a *** *** with
Andrews Federal Credit UnionIn the complaint outlined, *** *** stated
insurance was added to *** *** which resulted in increased monthly
payments
After thoroughly
researching *** ***’s account I discovered the followingThe loan for the
*** *** was established on February 14, Collateral Protection
Insurance (CPI) was added to the *** *** on July 25, due to
Andrews Federal Credit Union (Andrews) not receiving proof of insurance which
is outlined in his Security Agreement and Advance Receipt.
Prior to Insurance
being added, we send a series of two (2) letters over a course of eighty-four
(84) days prior to adding CPIOur letter states if members do not furnish
evidence of a physical damage insurance policy, Andrews may purchase insurance
coverage on our member’s behalf and add the premium to the principle balance of
the loan. Additionally, payments may be
increased accordingly to cover the premium added over a month period. During the time in question, Andrews needed
to receive *** ***’s, proof of insurance effective February 14, 2014. On June 26, 2015, Andrews did receive proof
of insurance effective July 04, 2015.
There appeared to be a lapse of coverage from February 14, to July
04, 2014. The premium assessed for this
time period was $1,and *** ***’s monthly payments increased from
$per month to $to cover the premium added to the loan.
*** *** continued to
make payments; however he never increased the payments to $which caused
the loan to become delinquent and late fees were assessedWe received proof of
insurance on June 26, and issued a full refund for CPI totaling $1,
We issued a credit on August 11, 2015, in the amount of $for late fees
that were assessed from July 25, until June 26, 2015, which were credited
to the principle balance of the loan.
Andrews Federal uses Experian for credit reporting and we have not
reported any delinquencies
Should
you need any further information, please do not hesitate to contact me
Sincerely,
Tonia
V***
Member
Advocate
Andrews
Federal Credit Union
*** *** ***
Suitland,
Maryland ***
Office
***

[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] Complaint: ***I am rejecting this response because:
The proof of insurance was provided to Andrews upon purchase pf the motorcycle. When I moved from Italy to Baghdad and my vehicles were placed in storage in Virginia, I notified Andrews of the new policy for Virginia. You did receive the proof of insurance from the time frame of when I purchased the bike originally in Mid-June (for the second time). The refund that was issued was incomplete because my account was not recalculated from the time they added the insurance and I was still getting fees assessed up to last month. Andrews is now recalculating the loan and I am waiting to find out the corrected numbersIf letters were mailed out it was probably while I didn’t have a hoe to have them sent to me because I was transiting to Baghdad with training en-route. In the end the money will be worked out as it pertains to my loan, but the multiple instances where I was hung up on or treated rudely on the phone by customer service representatives is unbelievable
Regards,*** ***

May 1, *** *** Better Bus***s Bureau of Metropolitan Washington DC and Eastern Pennsylvania K St NW, 10th Floor Washington, DC 20004-Subject: *** ***, Complaint Identification *** Dear *** ***, Thank you for contacting Andrews Federal Credit
Union regarding *** ***’s recent Better Bus***s Bureau complaint In his complaint *** *** stated that there was an unauthorized hard credit inquiry from Andrews Federal Credit Union, dated August 15, After a thorough investigation I found an application submitted through *** *** on August 15, at 11:am, to refinance a *** *** As a credit union, we emphasize the importance of guarding one’s credit and understand that changes to an individual’s credit score can be very upsettingThe *** *** website provides a disclosure prior to application submission (see below) stating that the applicant grants *** *** and/or its Lenders permission to obtain a copy if his/her credit report If you need additional assistance or have additional questions, please do not hesitate to contact me Sincerely, Tonia V*** Member Advocate Andrews Federal Credit Union Allentown Road Suitland, Maryland Office ***

April 25, 2017*** ***Revdex.com of Metropolitan Washington DC and Eastern PennsylvaniaK St NW, 10th FloorWashington, DC 20004-3404Subject: *** ***, Complaint Identification ***Dear *** ***,Thank you for contacting Andrews Federal Credit Union, regarding ***
***’s recent Revdex.com complaint. In her complaint, *** *** stated that there was an unauthorized hard credit inquiry from Andrews Federal Credit Union dated August 15, on her credit report.After a thorough investigation, I found that an application was submitted through *** *** on August 15, at 6:p.mto refinance a *** ***.As a credit union, we emphasize the importance of guarding one’s credit and understand that changes to an individual’s credit score can be very upsetting The *** *** website provides a disclosure prior to application submission (see below) stating that the applicant grants *** *** and/or its Lenders permission to obtain a copy of his/her credit report If you need additional assistance or have additional questions, please do not hesitate to contact me.Sincerely,Tonia V***Member AdvocateAndrews Federal Credit Union *** *** ***Suitland, Maryland ***Office ###-###-####

March
30,
*** ***
Better
Bus***s Bureau of Metropolitan
Washington
DC and Eastern Pennsylvania
K St NW, 10th Floor
Washington,
DC 20004-
Subject:
*** ***, Complaint Identification ***
Dear
***
***,
Thank
you for notifying Andrews Federal Credit Union regarding the recent complaint
filed by *** *** with the Better Bus***s Bureau regarding a refund
issue
Ms
Donseroux ascertains in her complaint that she contacted Andrews Federal Credit
Union on March 17, after not being able to complete a Personal
Identification Number (PIN) transaction at *** ***She was informed that we
were having technical difficulties with self-selected PIN base transactions
When *** *** checked her account she noticed that the two $
transactions were debited from the accountOne was adjusted immediately upon
receipt of the adjustment from the merchant; however the other debit remained
until the merchant processed a second adjustment on March 29,
When
a dispute is filed, we request members to provide us with a written statementWe
didn’t need a statement from the member because the merchant discovered the
errorA credit in the amount of $was issued to the account on March 29,
I apologize for any inconvenience this caused *** ***
Should
you need any further information, please do not hesitate to contact me
Sincerely,
Tonia
V***
Member
Advocate
Andrews
Federal Credit Union
Allentown Road
Suitland,
Maryland
Office
###-###-####

[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 as Answered]
Complaint: ***
I am rejecting this response because:Date: Mon, Nov 27, at 11:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com How is it resolvedI still haven't seen the receipt they said I signThey said they mailed it to meI have not received itCan you tell them to upload it like they typed that letterThis is by no way resolved.Regards,
*** ***

July
15,
***
***
RevDex.com of Metropolitan
Washington
DC and Eastern Pennsylvania
K St NW, 10th Floor
Washington,
DC 20004-
Subject:
*** ***, Complaint Identification ***
Dear
Ms***,
Thank you
for notifying Andrews Federal Credit Union of
the recent complaint filed by *** *** with
the Revdex.com regarding his request to be
removed from an account
Mr*** states in his complaint that he has made
several attempts to have his name removed from a *** Credit Card accountHe
also stated that he was only an authorized user of the *** cardI obtained a
copy of the *** application and Mr*** signed as a co-borrowerHis income
along with the primary holder’s income was the determining factor for approval
of the *** Credit CardThe Debt Management Solutions (DMS) department mailed
Misty ***, primary account holder, the necessary forms to apply for the
credit card in her name aloneWe can remove Mr*** from the *** account
only if she qualifies for the balance under her name aloneWe have not
received the paperwork from Misty *** as of Tuesday, July 14, We will
reach out to her again to obtain the necessary paperwork to remove Mr***
from the *** Credit Card account
I sent the request to DMS to have any delinquencies
removed from Mr***’s credit reportThis can take up to thirty daysI
have maintained contact, via e-mail, with Mr*** providing updates as I
receive them from DMSI will continue providing him with any information I
receive
Should
you need any further information, please do not hesitate to contact me.
Sincerely,
Tonia
V***
Member
Advocate
Andrews
Federal Credit Union
*** *** ***
Suitland,
Maryland
Office
###-###-####

August 24, *** *** Better Bus***s Bureau (Revdex.com) of Metropolitan Washington, DC & Eastern Pennsylvania K Street, NW, 10th Floor Washington, DC 20004- Re: Complaint ID # ***/*** *** *** Dear Mr***: Thank you for
contacting Andrews Federal Credit Union (“Andrews Federal”) regarding the service concerns raised by Ms*** *** ***. Here at Andrews Federal, we take complaints very seriously as we are always striving to improve our servicePlease see below a detailed account of the events, which led to Ms***’s complaint along with our response to each of these events Ms*** claimed that a death certificate was required to close the account in question. We were able to obtain the recorded conversation between Ms*** and one of our representatives that took place on July 26, 2017. During that call, Ms*** indicated that she was calling on behalf of her mother’s account and acknowledged that she and her sister (*** ***) were also listed as joint owners on the account. Ms*** further inquired whether she could write a check from the account since her mother (our member and the primary account owner), *** ***, had passed away the day prior and Ms***’s name was not listed on her checks. Following our security protocol, the representative asked Ms*** for the password on the account but Ms*** did not know the password. As a result, the representative informed Ms*** that no further (account specific) information could be provided over the phone. Because the information that the representative did share with Ms*** was not account specific, and Ms*** did not request that a specific transaction be conducted, there was no need for the representative to proceed with asking authentication questions to validate Ms***’s identity. However, the representative did provide Ms*** with general account information; i.e., she suggested that Ms*** visit a branch for better assistance and also informed Ms*** that our Member Service Department may request a death certificate in order to notate that the primary account owner was deceased. The representative went on to explain that a joint owner on the account could visit any Andrews branch to receive a cashier’s check or otherwise do whatever they desired with the account’s proceedsAfter the phone call ended our representative notified our Member Service Department of the primary account owner’s death; a representative from that department subsequently sent a letter to both Ms*** and Ms*** at the address of record for the account. That letter informed both sisters of the two options they could take concerning the account, as joint owners: 1) Close the membership account; or 2) Re-title the account in their names and remove the decedent’s name. The letter requested the mother’s death certificate to facilitate either option but was not required for either joint account owner to transact on the account. We do apologize if the letter and/or our representatives’ instructions caused any confusion Ms*** claimed that she was not given the same opportunity as her sister to answer security questions to receive account information over the phone On August 9, 2017, Ms***’s sister, *** ***, contacted Andrews Federal. The representative she spoke with asked her for the password on the account but she did not know it. Ms*** specified that she wanted to close the accountSince Ms*** was requesting an account transaction, the representative followed standard security protocol to authenticate her identity. The representative asked security questions and received accurate responses that validated Ms***’s identity. As a joint account owner, Ms*** had the same right as Ms*** did to withdraw funds or close the account. Ms*** chose to close the account and have a cashier’s check mailed to her since she did not live local to any Andrews Federal branch. Andrews Federal complied with her request after receiving her request in writing along with a copy of her personal identification to verify her identity. The cashier’s check for the account balance of $45,was issued and has since cleared. Ms*** visited the branch with her mother’s death certificate and Will showing her sister was not entitled to any of her mother’s assets. Ms*** visited our branch in Suitland, MD on August 14, and presented her mother’s death certificate and Will to the branch manager. The branch manager informed Ms*** that the account had already been closed by her sister. Ms*** indicated that her sister was excluded from the proceeds of the Will. While this information may be true, it has no bearing on Andrews’ handling of the account as joint ownership, per our account terms and conditions, takes precedence over the decedent’s will. Our terms and conditions state in pertinent part: “At the death of any owner, the balance in the account shall belong to the surviving owner(s). If two or more owners survive, the account will remain a joint ownership account and the survivors each will own the account with full survivorship rights if at least one survivor is a member of Andrews Federal or is eligible for membership.” Since both Ms*** and Ms*** are eligible for membership of Andrews Federal in each of their own rights, both Ms*** and Ms*** were entitled to transact on the account together or separately, to include withdrawing funds and closing the account. Ms*** has requested a refund of the account proceeds to settle this complaint For the reasons stated above, Andrews Federal cannot comply with Ms***’s request for a refund. According to our research, our representatives did not commit any error in responding to Ms***’s inquiry and in processing Ms***’s transaction to close the account. However, we sincerely apologize for any inconvenience Ms*** may have experienced Please do not hesitate to contact us if we can be of further assistance Sincerely, Tonia J***-V*** Member Advocate

April 17, 2017 *** ***Revdex.com of Metropolitan Washington DC and Eastern PennsylvaniaK St NW, 10th FloorWashington, DC 20004-3404 Subject: *** ***, Complaint Identification *** Dear *** ***, Thank you for contacting Andrews Federal Credit
Union regarding *** ***’ s complaint regarding her mother’s retirement pay. In her complaint *** *** stated that her mother’s retirement pay is being held backAndrews Federal Credit Union post all direct deposit on the date provided to us from the place of businessThe *** ** *** *** (***) pays on the first business day of the month Andrews Federal Credit Union post all direct deposits, as a courtesy and benefit to our member’s, one day prior to the date of settlement that we receive from companies Should you need any further information, please do not hesitate to contact me. Sincerely, Tonia V***Member AdvocateAndrews Federal Credit Union *** *** ***Suitland, Maryland ***Office ***