Capital Credit Union

I have looked into the situation, and here is what I found: We did receive the request (in question) from the member So, we sent information to the ATM terminal owner stating that the cardholder said that they did not receive the funds and asked for credit The terminal owner denied the request and provided a copy of their journal showing that the cash was dispensed twice Unfortunately the machine wasn’t one that Capital Credit Union owns, so the decision lies with the terminal owner, who denied the request based on their records We certainly apologize if Jayne felt like our customer service wasn’t up to par We pride ourselves on that We do not want to lose her as a member, but if she would like to close her accounts, we can help her with that Thanks for letting us know about what and how this transpired I’m hoping that the explanation about how the ATM process works will help If not, please let me know what else we can do to rectify the situation for herThank you for your time! [redacted] ***VP – Branch Development [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Now they are jumping through hoops saying this and thatLast response saying I didn't receive unemployment, now they are saying I didn't qualifyI paid for something that wasn't there that was supposed to be Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is generally satisfactory to me However, I was not present when the loans were taken out so I relied on the surviving party to tell me whether or not the loan representative stressed the point that at age the death benefit was only 25% and she said noAlso, as I stated in my initial complaint, the Decker and Main branch representative told me TWICE in person that that 100% of the loan would be paid off upon the primary borrower's death and this was simply not true! As I live out of the state of Wisconsin, I did not find my stepmom's policy until after her death and then learned about the 25% payment Highlighting the yrold age limit would be helpful too in getting the attention of older people as my stepmom was deaf in one ear so she may have not heard the point about being older than years old!! Regards, [redacted] ***

I am writing this communication in response to the complaint Capital Credit Union (CCU) received from the Revdex.com (Revdex.com) of Minnesota and North Dakota with an ID of [redacted] Due to federal and state regulations relating to privacy I cannot get into a lot of the specifics in this situation I will however outline some general facts of the situation which I hope can clear this up In this situation, CCU needed additional information from the member to provide in the dispute process to receive the money back from the merchant CCU called, emailed and sent letters to this member numerous times however the member never responded Due to the time sensitivity of the dispute process and because the member never responded, the provisional credit was removed from the member’s account as our rebuttal period to the merchant was over At this point the member did contact us along with the Revdex.com and a number of other places to record a complaint I was able to discuss the situation with the member and explain the timing of the dispute process and the fact that since she did not respond to our contact requests, the merchant did not have cover the fraud, the Credit Union would have to During this discussion with the member she outlined a misunderstand that she was told by the teller, because of this, CCU refunded her the money that she was disputing Based on the desired settlement outlined in the complaint, we believe CCU has done what the member is requesting

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I indeed was receiving unemployment from the state and submitted my benefit informationI feel that they simply did not want to payout their portion from my benefitI will not be satisfied unless I receive a refund from the "protection" I have purchased due to the fact that they have not paid out when in needI have had two prior loans with Capital, also with the "protection" on them, which I did not need to file any sort of claimsThey have collected enough revenue from me that they can afford to refund what I have paid for the "protection" on this current loan
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Thanks for bringing this matter to our attention. After looking into it further, we are confident that the terms of the insurance were explained in detail to the members on the loan. We followed up with the Member Service Rep that met with them, and she recalls explaining the 25%
provision to them and providing them with the documentation on the insurance prior to leaving her office.Both members were listed on the loan and both had ownership of the vehicle as stated on the titleAs part of their loan they also elected to take GAP protection as well as debt protectionThe debt protection package they chose had "Life" coverage as seen on the attached formIn the form it states: after the end of the month during which You reach Your 70th birthday, We will cancel 75% of Your Protected Balance as of the date of death, up to a maximum of $25,000.This coverage on the loan not only covered the member who was over the age of 70, but also the joint memberIn the case that the joint member would have passed, the loan would have been paid in full as she did not reach the age of yetBoth members on the loan signed and acknowledged the form on 09/17/2015.In addition, the joint member on this loan has been in constant contact and has been working with our Collections Department in efforts to lower the payment and get the loan transferred into just her name.We are so sorry for the loss of our member, but we truly feel that we did what we should have in this situation. The MSR explained the covered to the two who were applying for it, and we gave them a copy of the contract that details the changes that would happen at years old.Please let us know if you would like any additional information from us in this matter. Thank you for your assistance.*** ***
VP - Branch Development

I have your report from Trans Union in front of me, and I see no notice of Derogatory on the report.  It shows you paid as agreed and closed.  It states the affirmation of debt from your bankruptcy, but everything I can see looks fine.  One thing you have to be careful of and we have...

had problems with this in the past, if you are getting reports from a secondary source and not directly from Trans Union there are at times discrepancies that we or the credit bureaus have no control over.  The credit bureaus deal with this problem on a regular basis.  I am still waiting on the Experian report to verify that your account was closed properly and will let you know as soon as I get it.  Please let me know that you are receiving these e-mails.  Thanks for your patience.                  Sincerely, [redacted] PresidentPlease note my new e-mail address    [redacted] 
[redacted]
 
[redacted]

I will touch base with the person in charge of our lending department and will get back to you promptly.  Thank you for bringing this to my attention. Have a good day![redacted]
VP – Branch DevelopmentCapital Credit Union

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is generally satisfactory to me.  However, I was not present when the loans were taken out so I relied on the surviving party to tell me whether or not the loan representative  stressed the point that at age 70 the death benefit was only 25% and she said no. Also, as I stated in my initial complaint, the Decker and Main branch representative told me TWICE in person that that 100% of the loan would be paid off upon the primary borrower's death and this was simply not true!   As I live out of the state of Wisconsin, I did not find my stepmom's policy until after her death and then learned about the 25% payment.  Highlighting the 70 yr. old age limit would be helpful too in getting the attention of older people as my stepmom was deaf in one ear so she may have not heard the point about being older than 70 years old!!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Now they are jumping through hoops saying this and that. Last response saying I didn't receive unemployment, now they are saying I didn't qualify. I paid for something that wasn't there that was supposed to be
Regards,
[redacted]

I have looked into the situation, and here is what I found: We did receive the request (in question) from the member.  So, we sent information to the ATM terminal owner stating that the cardholder said that they did not receive the funds and asked for credit.  The terminal owner...

denied the request and provided a copy of their journal showing that the cash was dispensed twice.  Unfortunately the machine wasn’t one that Capital Credit Union owns, so the decision lies with the terminal owner, who denied the request based on their records.  We certainly apologize if Jayne felt like our customer service wasn’t up to par.  We pride ourselves on that.  We do not want to lose her as a member, but if she would like to close her accounts, we can help her with that.  Thanks for letting us know about what and how this transpired.  I’m hoping that the explanation about how the ATM process works will help.  If not, please let me know what else we can do to rectify the situation for her. Thank you for your time!   [redacted]VP – Branch Development [redacted]
[redacted]
[redacted]

Attached you fill find correspondence that was sent to him, which explains why he did not qualify for a payment under the insurance he had through Capital Credit Union.  We definitely feel bad for Mr. [redacted] and his situation, but he really does not qualify for payment per the insurance contract (also attached with notations by the two sections on how to qualify for the involuntary unemployment payment).In addition, he's asking for a refund.  However, the premium is paid monthly for the term of the loan and was in effect for the entire length of his loan, which began in July 2014.  In a show of good faith, we did refund May's premium to him.Please let me know if I can provide any other information on this situation.  Thank you again for following up.[redacted]
VP - Branch DevelopmentCapital Credit Union"This message and any attachments are solely for the intended recipient and may contain confidential or privileged information. If you are not the intended recipient, any disclosure, copying, use, or distribution of the information included in this message and any attachments is prohibited.  If you have received this communication in error, please notify us by reply e-mail and immediately and permanently delete this message and any attachments.  Thank you."

I am writing this communication in response to the complaint Capital Credit Union (CCU) received from the Revdex.com (Revdex.com) of Minnesota and North Dakota with an ID of [redacted].  Due to federal and state regulations relating to privacy I cannot get into a lot of the specifics in this...

situation.  I will however outline some general facts of the situation which I hope can clear this up.  In this situation, CCU needed additional information from the member to provide in the dispute process to receive the money back from the merchant.  CCU called, emailed and sent letters to this member numerous times however the member never responded.  Due to the time sensitivity of the dispute process and because the member never responded, the provisional credit was removed from the member’s account as our rebuttal period to the merchant was over.  At this point the member did contact us along with the Revdex.com and a number of other places to record a complaint.  I was able to discuss the situation with the member and explain the timing of the dispute process and the fact that since she did not respond to our contact requests, the merchant did not have cover the fraud, the Credit Union would have to.  During this discussion with the member she outlined a misunderstand that she was told by the teller,  because of this, CCU refunded her the money that she was disputing.  Based on the desired settlement outlined in the complaint, we believe CCU has done what the member is requesting.

Review: on 5/10/2014 I used the atm at my work. the transaction failed, however the money was removed from my account. I called pioneer credit union and they told me to come sign paperwork. when I arrived they told me I didn't need to sign anything and filled in a form on the system. after a few weeds I hadn't heard anything when our atm provider came in to service the machine. I brought them a printout from our atm provider clearly showing the transaction. I again waited. on 6/9/2014 I received a call from someone at the bank who told me they contacted the atm provider and they said the machine balanced out. I said yes the machine thinks it balanced out because I did the transaction twice once receiving the money and once with the transaction failing. the woman who called me became condescending therefore I became angry and upset. she wouldn't allow me to talk to a supervisor or any other person. I then went to the credit union to close my account I was so upset. they told me I couldn't close my account that day because I needed to wait for any transactions in process to clear. after I waited I still did not see the $42.50 returned to my account. then pioneer and capital credit union were in the process of merging and I couldn't get through on the phone or online. I finally got through on the phone a few weeks ago and was sent to the bank managers voicemail. I have received no response and have been unsuccessful in reaching them by phone again.(always says they're receiving high call volume)

'tDesired Settlement: the representative who called with the poor customer service skills should receive some instruction on handling an angry upset customer. sometimes just talking to someone else diffuses a situation even when they are telling the customer the exact thing. also I think a bank manager who cannot extend the courtesy of a return call should not hold such a position.

Business

Response:

I have looked into the situation, and here is what I found: We did receive the request (in question) from the member. So, we sent information to the ATM terminal owner stating that the cardholder said that they did not receive the funds and asked for credit. The terminal owner denied the request and provided a copy of their journal showing that the cash was dispensed twice. Unfortunately the machine wasn’t one that Capital Credit Union owns, so the decision lies with the terminal owner, who denied the request based on their records. We certainly apologize if Jayne felt like our customer service wasn’t up to par. We pride ourselves on that. We do not want to lose her as a member, but if she would like to close her accounts, we can help her with that. Thanks for letting us know about what and how this transpired. I’m hoping that the explanation about how the ATM process works will help. If not, please let me know what else we can do to rectify the situation for her. Thank you for your time! [redacted]VP – Branch Development [redacted]

Review: Around November 6th I went to the Capital Location in Little Chute, to 1. 'fix' the issues that Capital's merger caused with our auto draft payments for our loans and receive the 'transfer fees they charged us for drawing the drafts on incorrect dates, then charging us to pull from our savings. - After 45 minutes this was resolved.

Given that this was the 3rd week in a row - we had decided to transfer our loans and accounts to another credit union as this was costing time and money to deal with this every week (had to take off of work to address these issues). I then paid off my loan for my car on 11/6/2014 - in January this was still not reported as closed, I emailed the Customer Service Department asking why it was not reported, and why when I went to close out my accounts, the $5 was not disbursed from my savings.

The response was they would update my credit report and if I needed a letter from them because of this holding up any loan they would provide that. They never addressed the $5 in my savings, and honestly given the hassle I dont really care to bother to get that back.

Now, February 18th I go to check my credit report - on Transunion's report the auto loan shows CLOSED - DEROGATORY with no late or missed payments.

Also on Experian's report - this account is still showing open.Desired Settlement: I would like Capital Credit Union to FIX both of these errors on their part.

Update Transunion's report to reflect Closed

And to ensure that Experian's report gets updated accurately with Closed, Paid As Agreed, Never Late

Business

Response:

I have your report from Trans Union in front of me, and I see no notice of Derogatory on the report. It shows you paid as agreed and closed. It states the affirmation of debt from your bankruptcy, but everything I can see looks fine. One thing you have to be careful of and we have had problems with this in the past, if you are getting reports from a secondary source and not directly from Trans Union there are at times discrepancies that we or the credit bureaus have no control over. The credit bureaus deal with this problem on a regular basis. I am still waiting on the Experian report to verify that your account was closed properly and will let you know as soon as I get it. Please let me know that you are receiving these e-mails. Thanks for your patience. Sincerely, [redacted] PresidentPlease note my new e-mail address [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: In May 2014 I had a bunch of unauthorized Ebay transactions the were found to be fraudulent. I contacted Ebay, PayPal and my Credit Union. Bo Ebay and PayPal found them fraudulent, based on my purchase history, and I was refunded the charges. When I notified my credit union's branch manager did refund me 2-$5 fees and 3-$26 dollar fees for a total of $88. In total I was charged 4-$5 fees and 8-$26 fees the amount not refunded is $140. I was told by the branch manager "It was Paypal's error and they needed to refund the NSF fees." I called paypal and told them this and they said that no it is the financial institutions responsibility as they were just the cashier. PayPal gave me a letter to give to my bank saying to refund any NSF fees. I took the letter to my bank and was told it doesn't list what was not authorized and they couldn't do anything. Another call to PayPal and I was informed of REG E, which states that a financial institution can not profit from unauthorized transactions. I found this information and took that to the credit union. Still she had to check and told me that if I can bring in something from PayPal showing they were fraudulent and they might reverse the fees. I then took in the letters of resolution and was told " they don't show what the outcome was they wouldn't work."

They say that because I have had problems with PayPay in the past that can't be sure the complaint is accurate. The past is the past, I am only arguing the May 2014 transactions in which I have the letters of resolution for as well as account transaction report that shows the fees as reversed. Brining up past nsf and what not are irrelevant I am only looking for the fees returned for the May 2014 transactions.Desired Settlement: I want all the fees that go with all the fraudulent transactions reversed and refunded to my account. As well as written letters of apology from my local branch manager, and the president of the company.

Business

Response:

This letter is in response to the customer concern filed with the Revdex.com of Wisconsin dated August 3, 2014, ID # [redacted]. I want to thank you for bringing this matter to our attention. After researching the matter the following is a summary of what took place.