C Plant Federal Credit Union

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below ] [redacted] Thank you for taking the time to respond to my complaint, however I am extremely disappointed with your responseIn the nine paragraphs of your response you have failed to answer one single question I posed and my "facts" are quite accurate, so either the two employees you advise you spoke with have misinformed you or you just didn't bother to take the time to thoroughly read my complaint.In paragraph five of your response you state that complainant "approached C-Plant about a car loan"In my complaint I clearly stated that I applied for a Christmas loan, so there is and never was a car loan applicationThe loan application for the Christmas loan is the same application for all of the loans you offerI was approved for the Christmas loan and personally handed the cash by [redacted] at the Mayfield branchAs I explained in my complaint, as a responsible consumer I wanted to know how much I would qualify for and at what rate prior to even looking at cars, as I would think most of your customers and consumers alike would doIf the rate quoted was not favorable then I could have shopped aroundThe rate and terms quoted were in line with what I expected since I have been a member since and have an excellent payment history, so I saw no need to approach another lender to compare rates.In paragraph nine of your response you state that you did tell the customer what approximate payments would be based on various hypothetical loan rates and loan amounts [redacted] quoted the previously stated information: 15K=$300, 10K=$@ 6.03% for monthsThis was the entirety of the quoteNot multiple interests rates or terms, just this information that I have written down for record while I was sitting in front of [redacted] because I knew I would want to reference the information for my husband, so I don't know what [redacted] told you she quoted but I'll be more than happy to provide documentationAs I explained before I had not even begun to look at cars until I had this information to compare rates and terms [redacted] offered to preload the loan from what I could only assume was based on the application for the Christmas loan, but I declined because I work forty five minutes from any dealership and only have the weekends to search for cars and Christmas was just around the corner, so I was concerned the thirty days would expire and nothing would have been gainedWith that being said, the loan application for the Christmas loan was "loaded", so you did have all that was needed for car loan approvalThere was absolutely no reason for inaccurate information to be quoted since I had provided all requested information and a credit report was acquired by [redacted] on that dayYou also mention you believe you were clear in our response that no loan could be "approved" or rate "guaranteed" or quoted without the standard loan review and approval process being initiated and completed, but not one single word of this sort was told to meInstead [redacted] offered to preload the loan so I could advise the dealership I had financing secured for the next thirty daysWhat else was this offer supposed to accomplish if not to say you qualify for this amount up to 15K at the only quoted interest rate I was given.In my complaint I advised you that [redacted] had told me I didn't qualify for the 15K loan on the sole reason that [redacted] had used old credit information This is in fact an outright lie since I have proof of a credit report request by C-Plant on the day of the Christmas loan and the same day I was quoted rates by [redacted] I had absolutely no reason to think that what I was quoted was not accurate and thus the vehicle to be purchased was based on this information.You mentioned in your reply that you follow standardized banking policies and procedures, but this is not true in my case eitherI was shown my credit score by [redacted] at the time of the car loan because she said by law she had to, but I have never been shown it before and there have been numerous loansWhere is the consistency? Had I been shown my credit score at the time of the Christmas loan there would have been no questions about the score being current and we would have all known we were on the same page.You speak of excellence customer service and this too has not been the case for meThe initial car loan went as easy as any new customer would expectI walked in the door after the guy selling the car told me you had good car rates and I walked out with a check in handI had nearly no credit history, not a member, and fairly new job, yet this loan was granted without a hitchI have never even approached another lender for my car financing because Cplant had up until now stood by what they said they could do.Every loan since that first has been an ordeal thoughI applied for a personal loan sometime later after purchasing the car and after three days of no call or letter from the [redacted] I had to call [redacted] She hadn't even begun to process the application and the legal timeframe for a letter of denial or approval had passedThis can be documented by the loan application date when I completed it and when I finally got the fundsI also called [redacted] back during this last summer on her cell number to inquire about a signature loan and since she never called back I went to the [redacted] Kentucky location and they processed the loan during my lunch breakOn another occasion while waiting to speak with [redacted] I got to hear the conversation between her and a customer about a garnishment Cplant had received against him because she chose to use the lobby desk phone instead of her office where the gentleman's financial information would have been protectedThese experiences clearly show there is not the high level of customer service or privacy you speak of[redacted] told me at our meeting [redacted] had been counseled on more than one occasion about providing inaccurate information to customers and that she would counsel her again [redacted] had also not bothered to mention to [redacted] that I had met with her to obtain the Christmas loan after completing the loan application and to get the quotes, which is clearly being deceitful and someone needs to acknowledge this fact instead of implying the customer has her "facts" confused or her recollection is incorrectMy career is an administrative assistant so I am very good about keeping records and you are grossly mistaken in your assumptionIf [redacted] has counseled [redacted] on multiple occasions then I wouldn't think that would be reflective of an excellent employee record as you claimAs a matter of fact if I had received any of the excellent customer service you speak of this complaint would not be necessary at allMy concern is that these "counseling" occasions are not reflected in employee records and this practice continues at the expense of the consumer.At the two dealerships I went to in town I was told by both they can hardly ever get anyone to answer the phone when they callWhen I told [redacted] of this her response was they only have two employeesI also told [redacted] of these remarks from the dealerships and her response was the sameThat does not sound like the customer service you spent most of your complaint response addressing nor can I find anywhere on the internet about the customer service ratings claimed - I only found one review period and it was oldIn fact not one single Cplant Credit Union is listed in the Top Best Rated Credit Unions, but [redacted] Union here in [redacted] isI guess I chose the wrong credit union!!I have not been treated as a co-owner as you claim, instead I have been made to sound like I have no reliable recollections and I can't take simple notesBottom line: I was told by [redacted] that the reason for denial was because [redacted] used old informationThis simply is not true and I have a letter from the credit reporting agency for proofThe reason for denying the full 15K is invalid and I still want the credit union to honor the quoted rate and terms since a current loan application was completed and processed to obtain the advised rate and terms and if inaccurate information was used I cannot fathom why I should be the one to pay for their mistakesSince it seems you think very highly of these employees and see no fault on [redacted] "s part I would guess it to be a safe assumption no measures are planned to keep this from being repeatedWhat measures can be taken to ensure accurate information is being relayed to the customer if you don't see it as a problem to begin with? You also failed to address the question about the Christmas loan and why I have two different APR's that neither match the loan payback amount or the rates listedYou don't have to disclose any personal information to do the math and answer the question.If we are unable to come to suitable terms then I would like this issue / complaint to be addressed by the Board of Directors so that I can relay to them my complaint and provide supporting documentation Regards, [redacted] ***

See attachment for originalI have reviewed the Complaint (ID Number referenced above) you provided usI have also spoken with the two employees named in the ComplaintI find that the "facts" the Complaint states are not accurate.First let me say that C-Plant Federal Credit Union is a member-owned financial institution and we pride ourselves on treating all members/customers as co-ownersWe try to meet the needs of our members/customers/co-owners in all product and service areas that we offerWith that background in mind, let me also add that we go to great lengths to ensure the privacy of members/customers/co-owners information and employee information.As you know I cannot address the specific information or loan history that we have in our records as to the Complainant's loan and payment historyI can tell you that when a customer approaches us about a loan of any type we follow standardized banking and credit union practices and policies set by Federal and State laws and regulations.Our practice and procedures are reviewed on a regular basis by examiners and auditors, who also review a number of specific loan files to determine the consistent application of the policies and procedures to each individual customer.Complainant states she approached C-Plant about a car loanI can tell you our records reflect that a car loan request was never processed at that time because the Complainant instructed us not to proceed or "load" the loan as she statesThe process of "loading" refers to our employee inputting the loan customer's information and the loan request into our systemThen a credit review, including credit score review, along with terms and conditions determine interest ratesThat process must be completed before a loan can be approved or "pre-approved" as the Complaint states.Our information reflects that no loan determination was requested so no approval or denial was ever madeWe did tell the Complainant what approximate payments would be per month based on various hypothetical loan rates and loan amountsWe believe we were clear in our response that no loan could be "approved" or rate "guaranteed" or quoted without the standard loan review and approval process being initiated and completed.Once we were informed by our customer of the issues encountered with her vehicle purchase, we tried to assist her in completing her vehicle purchase but given our loan policies regarding credit review and customer qualifications we could not meet her demands as to a loan amount and rate.We believe that the Complainant's recollection of information stated to her by our employees may be somewhat incorrectBoth of the two employees mentioned are long term employees with excellent records and excellent customer satisfaction ratingsOne person mentioned heads up an entire area of lending within our credit unionThe other is a branch manager of one of our eight locations.The "commonplace" practices of our Credit Union have led to a pattern of consumer satisfaction that we believe is matched by very fewI am sorry that the Complainant --our member/customer/owner was dissatisfied, but I can assure this Credit Union prides itself on our customer/co-owner satisfaction with our services and productsC Plant will contact our member/customer/owner.Please contact me if we can discuss this matter further or if you need any additional response.C Plant Federal Credit UnionYours very truly,

Response:Re: ID [redacted] C-Plant Federal Credit Union's CEO [redacted] and COO [redacted] met with Mrs. [redacted] for a face to face meeting to go over her complaint and answered her questions on February 7, 2017 at 1:30 p.m. central time at our Administration Building in Paducah, KY. The issue was resolved. Thank you, [redacted] Executive Assistant to President/CEO C-Plant FCU [redacted]Sent on: 2/13/2017 5:04:53 PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
]
[redacted]
 Thank you for taking the time to respond to my complaint, however I am extremely disappointed with your response. In the nine paragraphs of your response you have failed to answer one single question I posed and my "facts" are quite accurate, so either the two employees you advise you spoke with have misinformed you or you just didn't bother to take the time to thoroughly read my complaint.In paragraph five of your response you state that complainant "approached C-Plant about a car loan". In my complaint I clearly stated that I applied for a Christmas loan, so there is and never was a car loan application. The loan application for the Christmas loan is the same application for all of the loans you offer. I was approved for the Christmas loan and personally handed the cash by [redacted] at the Mayfield branch. As I explained in my complaint, as a responsible consumer I wanted to know how much I would qualify for and at what rate prior to even looking at cars, as I would think most of your customers and consumers alike would do. If the rate quoted was not favorable then I could have shopped around. The rate and terms quoted were in line with what I expected since I have been a member since 2013 and have an excellent payment history, so I saw no need to approach another lender to compare rates.In paragraph nine of your response you state that you did tell the customer what approximate payments would be based on various hypothetical loan rates and loan amounts. [redacted] quoted the previously stated information: 15K=$300, 10K=$200 @ 6.03% for 63 months. This was the entirety of the quote. Not multiple interests rates or terms, just this information that I have written down for record while I was sitting in front of [redacted] because I knew I would want to reference the information for my husband, so I don't know what [redacted] told you she quoted but I'll be more than happy to provide documentation. As I explained before I had not even begun to look at cars until I had this information to compare rates and terms. [redacted] offered to preload the loan from what I could only assume was based on the application for the Christmas loan, but I declined because I work forty five minutes from any dealership and only have the weekends to search for cars and Christmas was just around the corner, so I was concerned the thirty days would expire and nothing would have been gained. With that being said, the loan application for the Christmas loan was "loaded", so you did have all that was needed for car loan approval. There was absolutely no reason for inaccurate information to be quoted since I had provided all requested information and a credit report was acquired by [redacted] on that day. You also mention you believe you were clear in our response that no loan could be "approved" or rate "guaranteed" or quoted without the standard loan review and approval process being initiated and completed, but not one single word of this sort was told to me. Instead [redacted] offered to preload the loan so I could advise the dealership I had financing secured for the next thirty days. What else was this offer supposed to accomplish if not to say you qualify for this amount up to 15K at the only quoted interest rate I was given.In my complaint I advised you that [redacted] had told me I didn't qualify for the 15K loan on the sole reason that [redacted] had used old credit information.  This is in fact an outright lie since I have proof of a credit report request by C-Plant on the day of the Christmas loan and the same day I was quoted rates by [redacted]. I had absolutely no reason to think that what I was quoted was not accurate and thus the vehicle to be purchased was based on this information.You mentioned in your reply that you follow standardized banking policies and procedures, but this is not true in my case either. I was shown my credit score by [redacted] at the time of the car loan because she said by law she had to, but I have never been shown it before and there have been numerous loans. Where is the consistency? Had I been shown my credit score at the time of the Christmas loan there would have been no questions about the score being current and we would have all known we were on the same page.You speak of excellence customer service and this too has not been the case for me. The initial car loan went as easy as any new customer would expect. I walked in the door after the guy selling the car told me you had good car rates and I walked out with a check in hand. I had nearly no credit history, not a member, and fairly new job, yet this loan was granted without a hitch. I have never even approached another lender for my car financing because Cplant had up until now stood by what they said they could do.Every loan since that first has been an ordeal though. I applied for a personal loan sometime later after purchasing the car and after three days of no call or letter from the [redacted] I had to call [redacted]. She hadn't even begun to process the application and the legal timeframe for a letter of denial or approval had passed. This can be documented by the loan application date when I completed it and when I finally got the funds. I also called [redacted] back during this last summer on her cell number to inquire about a signature loan and since she never called back I went to the [redacted] Kentucky location and they processed the loan during my lunch break. On another occasion while waiting to speak with [redacted] I got to hear the conversation between her and a customer about a garnishment Cplant had received against him because she chose to use the lobby desk phone instead of her office where the gentleman's financial information would have been protected. These experiences clearly show there is not the high level of customer service or privacy you speak of.[redacted] told me at our meeting [redacted] had been counseled on more than one occasion about providing inaccurate information to customers and that she would counsel her again. [redacted] had also not bothered to mention to [redacted] that I had met with her to obtain the Christmas loan after completing the loan application and to get the quotes, which is clearly being deceitful and someone needs to acknowledge this fact instead of implying the customer has her "facts" confused or her recollection is incorrect. My career is an administrative assistant so I am very good about keeping records and you are grossly mistaken in your assumption. If [redacted] has counseled [redacted] on multiple occasions then I wouldn't think that would be reflective of an excellent employee record as you claim. As a matter of fact if I had received any of the excellent customer service you speak of this complaint would not be necessary at all. My concern is that these "counseling" occasions are not reflected in employee records and this practice continues at the expense of the consumer.At the two dealerships I went to in town I was told by both they can hardly ever get anyone to answer the phone when they call. When I told [redacted] of this her response was they only have two employees. I also told [redacted] of these remarks from the dealerships and her response was the same. That does not sound like the customer service you spent most of your complaint response addressing nor can I find anywhere on the internet about the customer service ratings claimed - I only found one review period and it was old. In fact not one single Cplant Credit Union is listed in the Top 100 Best Rated Credit Unions, but [redacted] Union here in [redacted] is. I guess I chose the wrong credit union!!I have not been treated as a co-owner as you claim, instead I have been made to sound like I have no reliable recollections and I can't take simple notes. Bottom line: I was told by [redacted] that the reason for denial was because [redacted] used old information. This simply is not true and I have a letter from the credit reporting agency for proof. The reason for denying the full 15K is invalid and I still want the credit union to honor the quoted rate and terms since a current loan application was completed and processed to obtain the advised rate and terms and if inaccurate information was used I cannot fathom why I should be the one to pay for their mistakes. Since it seems you think very highly of these employees and see no fault on [redacted]"s part I would guess it to be a safe assumption no measures are planned to keep this from being repeated. What measures can be taken to ensure accurate information is being relayed to the customer if you don't see it as a problem to begin with? You also failed to address the question about the Christmas loan and why I have two different APR's that neither match the loan payback amount or the rates listed. You don't have to disclose any personal information to do the math and answer the question.If we are unable to come to suitable terms then I would like this issue / complaint to be addressed by the Board of Directors so that I can relay to them my complaint and provide supporting documentation.
Regards,
[redacted]

See attachment for original. I have reviewed the Complaint (ID Number referenced above) you provided us. I have also spoken with the two employees named in the Complaint. I find that the "facts" the Complaint states are not accurate.First let me say that C-Plant Federal Credit Union is a...

member-owned financial institution and we pride ourselves on treating all members/customers as co-owners. We try to meet the needs of our members/customers/co-owners in all product and service areas that we offer. With that background in mind, let me also add that we go to great lengths to ensure the privacy of members/customers/co-owners information and employee information.As you know I cannot address the specific information or loan history that we have in our records as to the Complainant's loan and payment history. I can tell you that when a customer approaches us about a loan of any type we follow standardized banking and credit union practices and policies set by Federal and State laws and regulations.Our practice and procedures are reviewed on a regular basis by examiners and auditors, who also review a number of specific loan files to determine the consistent application of the policies and procedures to each individual customer.Complainant states she approached C-Plant about a car loan. I can tell you our records reflect that a car loan request was never processed at that time because the Complainant instructed us not to proceed or "load" the loan as she states. The process of "loading" refers to our employee inputting the loan customer's information and the loan request into our system. Then a credit review, including credit score review, along with terms and conditions determine interest rates. That process must be completed before a loan can be approved or "pre-approved" as the Complaint states.Our information reflects that no loan determination was requested so no approval or denial was ever made. We did tell the Complainant what approximate payments would be per month based on various hypothetical loan rates and loan amounts. We believe we were clear in our response that no loan could be "approved" or rate "guaranteed" or quoted without the standard loan review and approval process being initiated and completed.Once we were informed by our customer of the issues encountered with her vehicle purchase, we tried to assist her in completing her vehicle purchase but given our loan policies regarding credit review and customer qualifications we could not meet her demands as to a loan amount and rate.We believe that the Complainant's recollection of information stated to her by our employees may be somewhat incorrect. Both of the two employees mentioned are long term employees with excellent records and excellent customer satisfaction ratings. One person mentioned heads up an entire area of lending within our credit union. The other is a branch manager of one of our eight locations.The "commonplace" practices of our Credit Union have led to a pattern of consumer satisfaction that we believe is matched by very few. I am sorry that the Complainant --our member/customer/owner was dissatisfied, but I can assure this Credit Union prides itself on our customer/co-owner satisfaction with our services and products. C Plant will contact our member/customer/owner.Please contact me if we can discuss this matter further or if you need any additional response.C Plant Federal Credit UnionYours very truly,