Subject: Response to Complaint ID # [redacted] Dear Sir/Madam:For its debit card program the [redacted] ***'s primary responsibility is toensure that all transactions performed on a credit union·issued card is authorized by the member card holder If any suspected fraudulent transactions are brought to the credit union's attention by the cardholder, the credit union will immediately restrict the card, order a new card and research the fraudulent transactions At the same time the credit union will grant provisional credit for each of the suspected fraudulent transactions back to the cardholder's account while the investigation is taking placeA claim is then submitted to our third party card network vendor to determine if the claim will be honored or not; if claim will not be honored, the provisional credit will be reversed from the member's account.Upon conducting an internal investigation it was determinedthat, unfortunately, [redacted] did not restrict member's card when notified by the memberthat the suspected fraudulent transactions had taken place However, an investigation of the fraudulent charges was conducted,and provisional creditfor all fraudulent charges was granted and credited back to member's accountAdditionally, a new card was ordered for the member.The oversight by credit union personnel in not restricting a card when contacted by a member for suspected fraudulent transactions is unacceptable This matter has been reviewed by all parties involved, including our Vice President of Support Operations, and myselfAll parties are being held accountable for the lack of oversight While we believe this to be an isolated incident, our internal processes will be reviewed to insure that errors of this magnitude do not occur again in the future.I would like to extend my sincere apology to the member for our error and any inconvenience that this has caused herI also wish to thank the Revdex.com for bringing this matter to our attention We value our relationships with our members and will strive to ensure that all of our employees provide the quality service that they deserve.Sincerely,Mark *M [redacted] President & CEO
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.
I would like to have documentation mailed to me by Cardon referencing the complaint along with the balance currently due, once this is stastified I will close this case.
Sincerely,
[redacted]
Subject: Response to Complaint ID #[redacted]
Dear Sir/Madam:For its debit card program the [redacted]'s primary responsibility is toensure that all transactions performed on a credit union·issued card is authorized by the member card holder. If any suspected...
fraudulent transactions are brought to the credit union's attention by the cardholder, the credit union will immediately restrict the card, order a new card and research the fraudulent transactions. At the same time the credit union will grant provisional credit for each of the suspected fraudulent transactions back to the cardholder's account while the investigation is taking place. A claim is then submitted to our third party card network vendor to determine if the claim will be honored or not; if claim will not be honored, the provisional credit will be reversed
from the member's account.Upon conducting an internal investigation it was determinedthat, unfortunately, [redacted] did not
restrict member's card when notified by the memberthat the suspected fraudulent transactions had taken place. However, an investigation of the fraudulent charges was conducted,and provisional creditfor all fraudulent charges was granted and credited back to member's account. Additionally, a new card was ordered for the member.The oversight by credit union personnel in not restricting a card when contacted by a member for suspected fraudulent transactions is unacceptable. This matter has been reviewed by all parties involved, including our Vice President of Support Operations, and myself. All parties are being held accountable for the lack of oversight. While we believe this to be an isolated incident, our internal processes will be reviewed to insure that errors of this magnitude do not occur again in the future.I would like to extend my sincere apology to the member for our error and any inconvenience that this has caused her. I also wish to thank the Revdex.com for bringing this matter to our attention. We value our relationships with our members and will strive to ensure that all of our employees provide the quality service that they deserve.Sincerely,Mark *. M[redacted] President & CEO
Subject: Response to Complaint ID # [redacted] Dear Sir/Madam:For its debit card program the [redacted] ***'s primary responsibility is toensure that all transactions performed on a credit union·issued card is authorized by the member card holder If any suspected fraudulent transactions are brought to the credit union's attention by the cardholder, the credit union will immediately restrict the card, order a new card and research the fraudulent transactions At the same time the credit union will grant provisional credit for each of the suspected fraudulent transactions back to the cardholder's account while the investigation is taking placeA claim is then submitted to our third party card network vendor to determine if the claim will be honored or not; if claim will not be honored, the provisional credit will be reversed from the member's account.Upon conducting an internal investigation it was determinedthat, unfortunately, [redacted] did not restrict member's card when notified by the memberthat the suspected fraudulent transactions had taken place However, an investigation of the fraudulent charges was conducted,and provisional creditfor all fraudulent charges was granted and credited back to member's accountAdditionally, a new card was ordered for the member.The oversight by credit union personnel in not restricting a card when contacted by a member for suspected fraudulent transactions is unacceptable This matter has been reviewed by all parties involved, including our Vice President of Support Operations, and myselfAll parties are being held accountable for the lack of oversight While we believe this to be an isolated incident, our internal processes will be reviewed to insure that errors of this magnitude do not occur again in the future.I would like to extend my sincere apology to the member for our error and any inconvenience that this has caused herI also wish to thank the Revdex.com for bringing this matter to our attention We value our relationships with our members and will strive to ensure that all of our employees provide the quality service that they deserve.Sincerely,Mark *M [redacted] President & CEO
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.
I would like to have documentation mailed to me by Cardon referencing the complaint along with the balance currently due, once this is stastified I will close this case.
Sincerely,
[redacted]
Subject: Response to Complaint ID #[redacted]
Dear Sir/Madam:For its debit card program the [redacted]'s primary responsibility is toensure that all transactions performed on a credit union·issued card is authorized by the member card holder. If any suspected...
fraudulent transactions are brought to the credit union's attention by the cardholder, the credit union will immediately restrict the card, order a new card and research the fraudulent transactions. At the same time the credit union will grant provisional credit for each of the suspected fraudulent transactions back to the cardholder's account while the investigation is taking place. A claim is then submitted to our third party card network vendor to determine if the claim will be honored or not; if claim will not be honored, the provisional credit will be reversed
from the member's account.Upon conducting an internal investigation it was determinedthat, unfortunately, [redacted] did not
restrict member's card when notified by the memberthat the suspected fraudulent transactions had taken place. However, an investigation of the fraudulent charges was conducted,and provisional creditfor all fraudulent charges was granted and credited back to member's account. Additionally, a new card was ordered for the member.The oversight by credit union personnel in not restricting a card when contacted by a member for suspected fraudulent transactions is unacceptable. This matter has been reviewed by all parties involved, including our Vice President of Support Operations, and myself. All parties are being held accountable for the lack of oversight. While we believe this to be an isolated incident, our internal processes will be reviewed to insure that errors of this magnitude do not occur again in the future.I would like to extend my sincere apology to the member for our error and any inconvenience that this has caused her. I also wish to thank the Revdex.com for bringing this matter to our attention. We value our relationships with our members and will strive to ensure that all of our employees provide the quality service that they deserve.Sincerely,Mark *. M[redacted] President & CEO