CEFCU requested Ms [redacted] provide proof the payment was processed from her account as CEFCU did not receive her payment Ms [redacted] provided a partial account history, but nothing showing the withdrawal of funds from her accounts and subsequent transfer of funds electronically to CEFCU as she stated had happened This was discussed with Ms [redacted] by ***, her collector Ms [redacted] also was sent letters from her collector on March 30, (letters), April 28, 2017, June 9, 2017, July 27, 2017, and August 16, Ms [redacted] also would have received automatically generated notices each time a late charge was assessed Late charges were assessed March 20th, April 20th, May 20th, June 20th, July 20th and August 21st Letters were sent each time a late charge was assessed CEFCU hasn’t received any returned mail from Ms [redacted] indicating the mail wasn’t delivered or she has moved Ms [redacted] has the opportunity to make her car payments via phone conversation through ACH payment or via regular mail If Ms [redacted] is unavailable to make payments via phone or is having trouble, she can send her payments via mail to CEFCU at [redacted] Ms***’s collector will contact her to discuss payment options and the status of her loan
This member was two payments behind and had an active repossession at the time the payment was attempted He wanted to pay a fraction of the delinquent amount and would not pay the full delinquent amount The collector provided him an amount to pay to stop his repossession and he refused Another payment came due the following day resulting in his loan being payments delinquent He did not pay and his vehicle was repossessed days later As of October 31, the member’s account was delinquent and continued to report as such to the credit bureau His account was days late on October 31, and days late July 31st, August 31th and September 30th when CEFCU reported to the credit bureau
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Today, it was brought to our attention that you called yesterday regarding an Overdraft Transfer Protection fee you were charged on December 31, An error was made on your account and the Overdraft Transfer Protection was added in error at the time your account was openedWe apologize for the error being made at the time your account was opened and the fee chargedA check for $8.00, the amount you were charged for the transfer, will be issued to you on January 6, Again, we apologize for the error on your account
When CEFCU accepts payment over the phone, CEFCU requires the person submitting the payment over the phone to also be the account holder to ensure there is accountability in the event the payment is insufficient or returned which would result in additional fees charged to CEFCU For that reason, Mr [redacted] would be required to visit a CEFCU Member Center to apply his payment
Initial Business Response / [redacted] (1000, 10, 2016/04/06) */ When a member requests access to CEFCU On-Line Banking, including CEFCU Bill Pay, they do so by enrolling themselves via www.cefcu.comAfter entering and verifying pieces of information, the member is then required to agree to the Terms & Conditions of the services provided through the online banking systemFollowing that, if a member then wants to enroll in the Bill Pay service, they click the enroll button to request Bill Pay access and agree to the Bill Pay Disclosure which outlines the fee structureThe Disclosure that Mr [redacted] agreed to states: Your use of CEFCU's Bill Pay service may be subject to a monthly service feePlease refer to CEFCU's Rate & Fee Schedule for exact details (see www.cefcu.com) In addition, CEFCU's Electronic Funds Transfer Agreement states the following regarding account disputes: Error Resolution Disclosure Telephone us at or or write us at CEFCU, Post office Box 1715, Peoria, Illinois XXXXX-XXXX, as soon as you can if you think your statement or receipt is wrong or if you need more information about a transfer listed on the statement or receiptWe must hear from you no later than sixty (60) days after we sent the FIRST statement on which the problem or error appeared Mr [redacted] notified CEFCU on March 15, CEFCU credited his account a total of $18, or months of Bill Pay feesBased upon our Electronic Funds Transfer Disclosure, we were not notified by Mr [redacted] prior to that date We encourage Mr [redacted] to contact CEFCU regarding his eStatementAn Electronic Services Specialist in the Electronic Member Center is available to provide assistance by calling (extXXXXX) Monday - Friday from 7:a.mto p.m(CST) and 8:a.mto p.m(CST) on Saturday Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The disclosure was part of the merge from ValleyCU to CEFCU and was not very explicitI never used this bill pay feature at allSo bank conveniently misused by ignorance and charged the amounts unethically I am very disappointed with the lame reaponse [redacted]
Hello, CEFCU's Credit Card Lending Manager personally spoke to Mr [redacted] on February 1stMr [redacted] had called in the day before and spoke to a Collections Representative, a Credit Card Lending Disputes Representative, and a Direct Lending Representative before he was directed to speak with the Credit Card Lending ManagerThe Credit Card Lending Manager is confident that Mr [redacted] was not told by any staff members that his credit card line was closed in errorMr [redacted] was given information about the procedure to reopen a credit card and was told why his account was closedThe Credit Card Lending Manager noted that Mr [redacted] did not have much to say as a response, even when it was clearly communicated that the credit card was not a CEFCU error and that it was closed because of a pattern of over limit usage and poor payment historyAttached you will find a generic copy of the letter that was sent to Mr [redacted] in October and November of Personal information has been omitted from the letter due to member confidentiality Thank you, [redacted]
I am rejecting this response because: The vehicle should have never been repoed so this fee would have been credited regardless this was your error and needs to be fixedI again took off work and had to pay a tow fee
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ [redacted] Hyundai administered a CEFCU "Retail Installment Contract" with [redacted] on August 22, 2015, for the purchase of her vehicleContained in the Retail Installment Contract is the "Federal Truth in Lending Disclosures" including the APR, Finance charge, Amount Financed, total of payments, total sale price and number of payments, amount of payments and when the payments are dueThe Retail Installment contract also includes a payment schedule and CEFCU's address for paymentsThere is no verbiage in the Retail installment contract that requires CEFCU to provide a payment book, as the Contract contains all the terms of the loanPayment books are offered as a convenience on loans, it can take 4-weeks to generate payment booksOn August 26, 2015, CEFCU sent a Welcome letter which included Ms [redacted] 's new account number that was provided in the Retail Installment Contract she signed on August 22ndMs [redacted] contacted CEFCU via email on September 16, 2015, seeking information on payment instructionsCEFCU responded back to Ms [redacted] with a variety of payments options with CEFCUOn September 19, Ms [redacted] asked about a payment book and/or a statement for her loanCEFCU again responded with the variety of payment options Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please close this caseI received nothing but junk mail from them until today when I received my second payment book but still not the first oneI am not happy at all about their billing practices or lack of but I know nothing will changeThank you Final Consumer Response / [redacted] (2000, 8, 2015/10/05) */
Final Consumer Response / [redacted] (2000, 6, 2015/08/03) */ After discussing with the bank, I feel my problem is with their policies rather than any illegal practicesI am willing to rescind this complaint
Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ CEFCU has attempted to reach out to assist this member with her inquiry regarding Online Banking balance displayA manager left a message for her on 3/11/requesting a callback to gather more informationCEFCU is more than willing to help her understand the situation Each night at close of the day's business, CEFCU processes transactions that are received in batch files from third partiesThese would include checks, ACH transactions, debit transactions, etcOnce those transactions have been posted against member accounts, they are then sent/uploaded to other systems, like On-Line Banking for member accessWhen the member performs an inquiry on On-Line banking, the system is returning a real-time balance, but transactions may not have yet been updatedThe running balance next to each transaction is calculated by the system from the real-time balanceAs a result, until the transaction files are complete, the running balance displaying next to the transaction may not be correctWhen looking today, the member's online account balance matches CEFCU's internal system and the member's statements
Revdex.com Central Illinois RE: [redacted] Complaint # [redacted] Dear Sir or Madam: This letter is a written response to the complaint filed by [redacted] on September 1, Ms [redacted] stated that a deposit was made to her checking account on July 1, in the amount of $– with $in cash and $as a checkMs [redacted] has an automatic payment for her mortgage account set to come from her checking account on the first of each month to her mortgageMs [redacted] claims the $portion of the deposit made on July 1, was incorrectly applied by CEFCU to her savings account, not allowing the automatic payment to her mortgage to occur due to lack of funds in her checking accountAdditionally, Ms [redacted] states that CEFCU has since reported her late to the credit bureau, thus damaging her credit ratingAfter conducting research on Ms [redacted] account, I have found that no deposits were made to Ms [redacted] account on July 1, Rather, two separate deposits were made to her account in July The first was made on July 3, in the amount of $cashOn the deposit slip, the $was clearly marked to be deposited into her savings accountThe second deposit, made on July 7, 2017, was in the amount of $That deposit was marked to go into Ms [redacted] checking accountIt should be noted that neither of these deposits were made by Ms [redacted] herselfBoth deposits were made by Danielle [redacted] into Ms [redacted] accountBecause of the lack of funds in her checking account from the $not being deposited into her checking account, the automatic payment continued to try to pull funds to make the mortgage paymentBecause sufficient funds were not available after the 15-day grace period and until Ms [redacted] was almost days late, a collections representative did call Ms [redacted] to have a mortgage payment madeThe collections representative did send a letter to the address of record on our systemThe letter was sent prior to the phone call being madeFurthermore, CEFCU has reported Ms [redacted] late on her mortgage payment for this particular incidentHowever, Ms [redacted] has been late on her mortgage payment before, the most recent being in August Due to the repeated nature of late payments along with having given Ms [redacted] sufficient written notice to rectify the situation, CEFCU will not eradicate the late payment reports on Ms [redacted] credit file with any of the credit repositoriesIn addition to this letter, I attempted to call Ms [redacted] to speak with her directly on Tuesday, September 5, As explained in her complaint, she said she worked 10-hour days and was unable to speak during business hoursIn the voicemail I left her, I offered to come in early or stay late to accommodate her scheduleAs of September 7, 2017, I have not received a return phone call from MsBussWritten evidence of the rebuttal information is available upon requestShould you have additional questions, please do not hesitate to contact meSincerely, [redacted] CEFCU Home Loan Manager [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ Mr***'s account history shows he deposited funds into his Checking account on 2/10/The account history does not reflect a deposit on 2/as stated in the complaintPer his request on 2/10, his debit card limit was temporarily increased from $1,to $4,Subsequently, his temporary debit card limit was changed on 2/12/from the temporary $4,to a permanent $2,by a CEFCU managerMr***'s debit card was compromised and a replacement card was sent to him in December, which was never activatedTherefore, Mr [redacted] was using an inactive card, which is the reason for the declined debit card transaction; the debit card limit was not a factor for the decline A bank wire request was received on 2/17/after the bank wire cut-off time and then processed at 9:06am on 2/18/Providing quality service remains our primary objective in serving all members and I apologize that the service provided did not meet Mr***'s expectationsI have since discussed the situation with staff involvedThe Springfield Dirksen Parkway Manager confirmed that he told Mr [redacted] that CEFCU would make a goodwill refund of the $bank wire fee, but Mr [redacted] closed account prior to that credit taking placeAs a result, a $check will be mailed to Mr***
I have tried repeatedly to contact CEFCU in East Peoria and also the 633-7000 number. All I get is "Busy helping other customers" and an offer to call back. Is CEFCU really so busy they cannot answer the phone? This recording is the answer I get all the time. What is happening to CEFCU customer service? I don't have unlimited time to stay on the phone or to sit waiting for a phone call. Can this service possibly be improve?d
Initial Business Response /* (1000, 5, 2016/01/27) */
*** *** signed a credit card contract on October 5, The credit card carried a balance through December at which time it was determined the loan would be charged off due to lack of payments and the delinquent statusMr***
requested multiple times to have his credit reporting verifiedCEFCU verified the loan is reporting properly as a charge-off and notified Mr*** of the findings via letterMr*** can request a copy of his loan agreement at any timeIf Mr*** wishes to have a copy of his payment history or statement history, he may incur a $charge per statement page for the resources necessary to provide him the requested copiesMr*** can contact CEFCU Collections at (XXX) XXX-XXXX Monday through Friday between 8:a.mCST and 5:p.mCST to discuss this further
Mr*** has two loans and both loans are on payroll deduction. This is a convenience service where funds are deducted from his check and applied to the loans every two weeks. Due to this fact, there are times when Mr***’ loans will show temporarily delinquent because he isn’t
making a full payment prior to the due date, but making partial payments every two weeks. Mr*** has two active loans with CEFCU and neither loan has been reported delinquent to the credit bureau in the last year. He can contact CEFCU Collections Department at *** with additional questions
Initial Business Response /* (1000, 5, 2016/01/08) */
Ms*** was sent a letter on October 6, 2015, and October 29, addressing this situationAs stated in the correspondence to Ms***, the account number that was entered for CitiBank was not valid, as it contained digits
Since it was not a valid account number, the system deleted it and the letters were sent to her as notificationShe added the same payee information two times and on both occasions, the payee was deleted and a letter was generated requesting correct informationTherefore, funds were never debited from the CEFCU account and no funds were sent to the payee
Ms*** was provided with phone numbers to call if she had questions or needed assistanceCEFCU is willing to help Ms*** setup the payee information if she needs assistance
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The acct # was accurate as Citibank did receive the $pymt using this acctThey have rec'd pymts in the past (7+ yrs ago & even longer) also using this same acct number & there was never a problemIt only shows the last because when you put in a full credit card number their system automatically puts asterisks; which I have no control overMy other account numbers with them show asterisks too & the last digits onlySince they are saying it only has numbers I am requesting that all of my account numbers show all of the numbers in their system & not just the last Why wouldn't they have deleted it years (7+) ago; makes no sense whatsoever? If they would look back a few yrs they would see that I have always used this account numberI have documents proving that this account number has been used for a very very long time & they have always submitted paymentsSo what is the problem now? Why did the $payment go through??????
Final Business Response /* (4000, 9, 2016/01/21) */
Ms***,
Our records show that you have had different payees for various CitiBank accounts over the last year: CITI *** Citi *** *** and *** All credit card accounts must have the full or 16-digit account number entered to be valid and able to be processed through CEFCU's bill payment systemIf an account is tagged as a credit card, and only a digit account number is entered, the system recognizes that it will not be able to be electronically posted by the card issuer, cannot be guaranteed to be posted by the date disclosed to you, and rejects the account number as invalid
One account, labeled by you as CITI *** was created on 06/18/2012, and has the full 16-digit card account number listedBased on your Bill Pay history over the last months, we can see that this account has been used to make $payments on a monthly basis from September through January
A second account, listed by you as Citi *** was created on 07/31/This account used to have a valid 16-digit account number, and we can see a successful payment was made on 5/13/for $However, we show that you logged in to CEFCU Online on 10/28/and changed the account number for that payee to a digit account numberWe verified with our third party bill payment service that digits only, and not digits were keyed in at that timeThe payee was then deleted on 10/29/by the system for having an invalid account number (too short), and a letter was sent on that day as well
A third account, listed by you as *** was created on 9/29/and was deleted by the system on 10/6/for having an invalid 4-digit account number (the same digits as Citi *** and a letter was sent on 10/6/notifying you
The fourth payee, listed as *** had a successful payment on 07/02/for $However, this payee was deleted the following day for not having a valid account number (digits)The reason why this had a successful payment is because for some payees, the first payment is an actual check sent to the payee while any future payments are made electronicallyIf you sent a payment to this payee in the same session that you created it with the digit account number, then it wouldn't have had time to delete it before the payment was sentTherefore, someone at CitiBank would have had to manually match up your name with those last digits to find the correct 16-digit account number in which to apply the paymentThis was never an issue with the other CitiBank payees because CITI *** has always had a valid account number, Citi had a valid account number for the first years, and Citi6948Stlmt never had a payment issued to it before it was deleted
Your dispute expresses concerns that the account numbers are masked with asterisks and we would be unable to tell if or digit numbers were enteredWe have verified the account numbers keyed in through Bill Pay on our logs as well as with our third party bill payment vendorIn the cases above, only digits were keyed, which resulted in the transaction failure and our subsequent correspondence to you
Initial Business Response /* (1000, 5, 2016/08/12) */
***'s account was opened with CEFCU, and at that time *** was provided with a copy of CEFCU's Deposit Account Agreement which details our deposit cutoff times, transaction posting process, and overdraft practicesAccording to our deposit
account agreement, *** was opted into our overdraft program, in which CEFCU can elect to pay an item into overdraft on her behalfIn addition, *** elected to also opt into our Optional Overdraft Protection for ATM Withdrawals and One-Time Debit Card TransactionsThe fees assessed for an overdraft exceeding $for NSF, the one-time debit overdraft program, and the overdraft program are all $
*** overdrew her account with a debit purchase that was presented to CEFCU and posted on 8/at 3:AMIn accordance with her request to participate in CEFCU's Optional Overdraft Protection for ATM Withdrawals and One-Time Debit Card Transactions, the authorization was approved, the transaction posted on her behalf, and her account assessed a $fee*** made a deposit of via ATM on 8/to try to cover the itemUnfortunately, the deposit was made after CEFCU's nightly deposit cutoff time of pm CSTIt was credited on 8/at 1:AM, following our nightly posting, in accordance with our deposit account agreement
*** subsequently made another purchase in the amount of 11:AM on 8/Although her account was still overdrawn, ***'s purchase was approved as she had elected to participate in our Optional Overdraft Protection for ATM Withdrawals and One-Time Debit Card Transactions program
*** contacted CEFCU on 8/to dispute the fees on her accountCEFCU offered to waive the first overdraft fee that had been assessed to her account on 8/for $in good faithHowever, as *** had logged into online banking and would have been aware her account was overdrawn when transactions were posting, the fee assessed on 8/was not waived*** was reminded to keep track of her transactions in a transaction register to avoid overdrafts and fees on her account*** was also reminded that CEFCU ends our business day at 8:p.mCT Monday through Friday and 5:p.mCT on Saturday
A payment was made 23rd, however a payment also came due and the loan was delinquent on March 1. Because the member paid $2,300, CEFCU's Collections Department did agree to cover the reposition fee to assist the member. The repossession fee was $
I am rejecting this response because: I can assure you that the only mail I've received from CEFCU this year was the receipts of my previous payments of my car noteI've lived in my home for almost four years in Chicago and also my Springfield home during my college yearsI have a purse full of CEFCU mail in which none is about the mistake on their behalfI can happily send my bank statement again to prove once more CEFCU are getting over on their customersI would love to speak to someone in regards to CEFCU mistake as I've been trying to get a hold of Troy for months and no one has gotten back to me until I started taking actionI can also provide to this company all of the proof I have as to how unprofessional it isAs for a resolution, once I submit my bank statements showing you never issued me back my car note for the month of February, can you buy me out of my loan for your inconvenienceAs mentioned before, I no longer would like to do business with CEFCU in the futureI am even open to giving this car back, but only if I am issued reimbursements of my late payments and down paymentI no longer would like to go back and forth with this company, only discuss resolutions as to which we can ensure not doing business togetherI will be waiting to speak with someoneAs until then I ill prepare to get the statement to you once more and attach it to this file as well as fax it again
The loan was a refinance from Harris Bank. The member provided the mileage at the time of application as she was in possession of the vehicle. The mileage provided was 15,000 at the time of application in 2011. The member can contact Patty in the Titles Department at 309-633-7070...
CEFCU requested Ms [redacted] provide proof the payment was processed from her account as CEFCU did not receive her payment Ms [redacted] provided a partial account history, but nothing showing the withdrawal of funds from her accounts and subsequent transfer of funds electronically to CEFCU as she stated had happened This was discussed with Ms [redacted] by ***, her collector Ms [redacted] also was sent letters from her collector on March 30, (letters), April 28, 2017, June 9, 2017, July 27, 2017, and August 16, Ms [redacted] also would have received automatically generated notices each time a late charge was assessed Late charges were assessed March 20th, April 20th, May 20th, June 20th, July 20th and August 21st Letters were sent each time a late charge was assessed CEFCU hasn’t received any returned mail from Ms [redacted] indicating the mail wasn’t delivered or she has moved Ms [redacted] has the opportunity to make her car payments via phone conversation through ACH payment or via regular mail If Ms [redacted] is unavailable to make payments via phone or is having trouble, she can send her payments via mail to CEFCU at [redacted] Ms***’s collector will contact her to discuss payment options and the status of her loan
This member was two payments behind and had an active repossession at the time the payment was attempted He wanted to pay a fraction of the delinquent amount and would not pay the full delinquent amount The collector provided him an amount to pay to stop his repossession and he refused Another payment came due the following day resulting in his loan being payments delinquent He did not pay and his vehicle was repossessed days later As of October 31, the member’s account was delinquent and continued to report as such to the credit bureau His account was days late on October 31, and days late July 31st, August 31th and September 30th when CEFCU reported to the credit bureau
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Today, it was brought to our attention that you called yesterday regarding an Overdraft Transfer Protection fee you were charged on December 31, An error was made on your account and the Overdraft Transfer Protection was added in error at the time your account was openedWe apologize for the error being made at the time your account was opened and the fee chargedA check for $8.00, the amount you were charged for the transfer, will be issued to you on January 6, Again, we apologize for the error on your account
When CEFCU accepts payment over the phone, CEFCU requires the person submitting the payment over the phone to also be the account holder to ensure there is accountability in the event the payment is insufficient or returned which would result in additional fees charged to CEFCU For that reason, Mr [redacted] would be required to visit a CEFCU Member Center to apply his payment
Initial Business Response / [redacted] (1000, 10, 2016/04/06) */ When a member requests access to CEFCU On-Line Banking, including CEFCU Bill Pay, they do so by enrolling themselves via www.cefcu.comAfter entering and verifying pieces of information, the member is then required to agree to the Terms & Conditions of the services provided through the online banking systemFollowing that, if a member then wants to enroll in the Bill Pay service, they click the enroll button to request Bill Pay access and agree to the Bill Pay Disclosure which outlines the fee structureThe Disclosure that Mr [redacted] agreed to states: Your use of CEFCU's Bill Pay service may be subject to a monthly service feePlease refer to CEFCU's Rate & Fee Schedule for exact details (see www.cefcu.com) In addition, CEFCU's Electronic Funds Transfer Agreement states the following regarding account disputes: Error Resolution Disclosure Telephone us at or or write us at CEFCU, Post office Box 1715, Peoria, Illinois XXXXX-XXXX, as soon as you can if you think your statement or receipt is wrong or if you need more information about a transfer listed on the statement or receiptWe must hear from you no later than sixty (60) days after we sent the FIRST statement on which the problem or error appeared Mr [redacted] notified CEFCU on March 15, CEFCU credited his account a total of $18, or months of Bill Pay feesBased upon our Electronic Funds Transfer Disclosure, we were not notified by Mr [redacted] prior to that date We encourage Mr [redacted] to contact CEFCU regarding his eStatementAn Electronic Services Specialist in the Electronic Member Center is available to provide assistance by calling (extXXXXX) Monday - Friday from 7:a.mto p.m(CST) and 8:a.mto p.m(CST) on Saturday Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The disclosure was part of the merge from ValleyCU to CEFCU and was not very explicitI never used this bill pay feature at allSo bank conveniently misused by ignorance and charged the amounts unethically I am very disappointed with the lame reaponse [redacted]
Hello, CEFCU's Credit Card Lending Manager personally spoke to Mr [redacted] on February 1stMr [redacted] had called in the day before and spoke to a Collections Representative, a Credit Card Lending Disputes Representative, and a Direct Lending Representative before he was directed to speak with the Credit Card Lending ManagerThe Credit Card Lending Manager is confident that Mr [redacted] was not told by any staff members that his credit card line was closed in errorMr [redacted] was given information about the procedure to reopen a credit card and was told why his account was closedThe Credit Card Lending Manager noted that Mr [redacted] did not have much to say as a response, even when it was clearly communicated that the credit card was not a CEFCU error and that it was closed because of a pattern of over limit usage and poor payment historyAttached you will find a generic copy of the letter that was sent to Mr [redacted] in October and November of Personal information has been omitted from the letter due to member confidentiality Thank you, [redacted]
I am rejecting this response because: The vehicle should have never been repoed so this fee would have been credited regardless this was your error and needs to be fixedI again took off work and had to pay a tow fee
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ [redacted] Hyundai administered a CEFCU "Retail Installment Contract" with [redacted] on August 22, 2015, for the purchase of her vehicleContained in the Retail Installment Contract is the "Federal Truth in Lending Disclosures" including the APR, Finance charge, Amount Financed, total of payments, total sale price and number of payments, amount of payments and when the payments are dueThe Retail Installment contract also includes a payment schedule and CEFCU's address for paymentsThere is no verbiage in the Retail installment contract that requires CEFCU to provide a payment book, as the Contract contains all the terms of the loanPayment books are offered as a convenience on loans, it can take 4-weeks to generate payment booksOn August 26, 2015, CEFCU sent a Welcome letter which included Ms [redacted] 's new account number that was provided in the Retail Installment Contract she signed on August 22ndMs [redacted] contacted CEFCU via email on September 16, 2015, seeking information on payment instructionsCEFCU responded back to Ms [redacted] with a variety of payments options with CEFCUOn September 19, Ms [redacted] asked about a payment book and/or a statement for her loanCEFCU again responded with the variety of payment options Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please close this caseI received nothing but junk mail from them until today when I received my second payment book but still not the first oneI am not happy at all about their billing practices or lack of but I know nothing will changeThank you Final Consumer Response / [redacted] (2000, 8, 2015/10/05) */
Final Consumer Response / [redacted] (2000, 6, 2015/08/03) */ After discussing with the bank, I feel my problem is with their policies rather than any illegal practicesI am willing to rescind this complaint
Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ CEFCU has attempted to reach out to assist this member with her inquiry regarding Online Banking balance displayA manager left a message for her on 3/11/requesting a callback to gather more informationCEFCU is more than willing to help her understand the situation Each night at close of the day's business, CEFCU processes transactions that are received in batch files from third partiesThese would include checks, ACH transactions, debit transactions, etcOnce those transactions have been posted against member accounts, they are then sent/uploaded to other systems, like On-Line Banking for member accessWhen the member performs an inquiry on On-Line banking, the system is returning a real-time balance, but transactions may not have yet been updatedThe running balance next to each transaction is calculated by the system from the real-time balanceAs a result, until the transaction files are complete, the running balance displaying next to the transaction may not be correctWhen looking today, the member's online account balance matches CEFCU's internal system and the member's statements
Revdex.com Central Illinois RE: [redacted] Complaint # [redacted] Dear Sir or Madam: This letter is a written response to the complaint filed by [redacted] on September 1, Ms [redacted] stated that a deposit was made to her checking account on July 1, in the amount of $– with $in cash and $as a checkMs [redacted] has an automatic payment for her mortgage account set to come from her checking account on the first of each month to her mortgageMs [redacted] claims the $portion of the deposit made on July 1, was incorrectly applied by CEFCU to her savings account, not allowing the automatic payment to her mortgage to occur due to lack of funds in her checking accountAdditionally, Ms [redacted] states that CEFCU has since reported her late to the credit bureau, thus damaging her credit ratingAfter conducting research on Ms [redacted] account, I have found that no deposits were made to Ms [redacted] account on July 1, Rather, two separate deposits were made to her account in July The first was made on July 3, in the amount of $cashOn the deposit slip, the $was clearly marked to be deposited into her savings accountThe second deposit, made on July 7, 2017, was in the amount of $That deposit was marked to go into Ms [redacted] checking accountIt should be noted that neither of these deposits were made by Ms [redacted] herselfBoth deposits were made by Danielle [redacted] into Ms [redacted] accountBecause of the lack of funds in her checking account from the $not being deposited into her checking account, the automatic payment continued to try to pull funds to make the mortgage paymentBecause sufficient funds were not available after the 15-day grace period and until Ms [redacted] was almost days late, a collections representative did call Ms [redacted] to have a mortgage payment madeThe collections representative did send a letter to the address of record on our systemThe letter was sent prior to the phone call being madeFurthermore, CEFCU has reported Ms [redacted] late on her mortgage payment for this particular incidentHowever, Ms [redacted] has been late on her mortgage payment before, the most recent being in August Due to the repeated nature of late payments along with having given Ms [redacted] sufficient written notice to rectify the situation, CEFCU will not eradicate the late payment reports on Ms [redacted] credit file with any of the credit repositoriesIn addition to this letter, I attempted to call Ms [redacted] to speak with her directly on Tuesday, September 5, As explained in her complaint, she said she worked 10-hour days and was unable to speak during business hoursIn the voicemail I left her, I offered to come in early or stay late to accommodate her scheduleAs of September 7, 2017, I have not received a return phone call from MsBussWritten evidence of the rebuttal information is available upon requestShould you have additional questions, please do not hesitate to contact meSincerely, [redacted] CEFCU Home Loan Manager [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ Mr***'s account history shows he deposited funds into his Checking account on 2/10/The account history does not reflect a deposit on 2/as stated in the complaintPer his request on 2/10, his debit card limit was temporarily increased from $1,to $4,Subsequently, his temporary debit card limit was changed on 2/12/from the temporary $4,to a permanent $2,by a CEFCU managerMr***'s debit card was compromised and a replacement card was sent to him in December, which was never activatedTherefore, Mr [redacted] was using an inactive card, which is the reason for the declined debit card transaction; the debit card limit was not a factor for the decline A bank wire request was received on 2/17/after the bank wire cut-off time and then processed at 9:06am on 2/18/Providing quality service remains our primary objective in serving all members and I apologize that the service provided did not meet Mr***'s expectationsI have since discussed the situation with staff involvedThe Springfield Dirksen Parkway Manager confirmed that he told Mr [redacted] that CEFCU would make a goodwill refund of the $bank wire fee, but Mr [redacted] closed account prior to that credit taking placeAs a result, a $check will be mailed to Mr***
I have tried repeatedly to contact CEFCU in East Peoria and also the 633-7000 number. All I get is "Busy helping other customers" and an offer to call back. Is CEFCU really so busy they cannot answer the phone? This recording is the answer I get all the time. What is happening to CEFCU customer service? I don't have unlimited time to stay on the phone or to sit waiting for a phone call. Can this service possibly be improve?d
Initial Business Response /* (1000, 5, 2016/01/27) */
*** *** signed a credit card contract on October 5, The credit card carried a balance through December at which time it was determined the loan would be charged off due to lack of payments and the delinquent statusMr***
requested multiple times to have his credit reporting verifiedCEFCU verified the loan is reporting properly as a charge-off and notified Mr*** of the findings via letterMr*** can request a copy of his loan agreement at any timeIf Mr*** wishes to have a copy of his payment history or statement history, he may incur a $charge per statement page for the resources necessary to provide him the requested copiesMr*** can contact CEFCU Collections at (XXX) XXX-XXXX Monday through Friday between 8:a.mCST and 5:p.mCST to discuss this further
Mr*** has two loans and both loans are on payroll deduction. This is a convenience service where funds are deducted from his check and applied to the loans every two weeks. Due to this fact, there are times when Mr***’ loans will show temporarily delinquent because he isn’t
making a full payment prior to the due date, but making partial payments every two weeks. Mr*** has two active loans with CEFCU and neither loan has been reported delinquent to the credit bureau in the last year. He can contact CEFCU Collections Department at *** with additional questions
Initial Business Response /* (1000, 5, 2016/01/08) */
Ms*** was sent a letter on October 6, 2015, and October 29, addressing this situationAs stated in the correspondence to Ms***, the account number that was entered for CitiBank was not valid, as it contained digits
Since it was not a valid account number, the system deleted it and the letters were sent to her as notificationShe added the same payee information two times and on both occasions, the payee was deleted and a letter was generated requesting correct informationTherefore, funds were never debited from the CEFCU account and no funds were sent to the payee
Ms*** was provided with phone numbers to call if she had questions or needed assistanceCEFCU is willing to help Ms*** setup the payee information if she needs assistance
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The acct # was accurate as Citibank did receive the $pymt using this acctThey have rec'd pymts in the past (7+ yrs ago & even longer) also using this same acct number & there was never a problemIt only shows the last because when you put in a full credit card number their system automatically puts asterisks; which I have no control overMy other account numbers with them show asterisks too & the last digits onlySince they are saying it only has numbers I am requesting that all of my account numbers show all of the numbers in their system & not just the last Why wouldn't they have deleted it years (7+) ago; makes no sense whatsoever? If they would look back a few yrs they would see that I have always used this account numberI have documents proving that this account number has been used for a very very long time & they have always submitted paymentsSo what is the problem now? Why did the $payment go through??????
Final Business Response /* (4000, 9, 2016/01/21) */
Ms***,
Our records show that you have had different payees for various CitiBank accounts over the last year: CITI *** Citi *** *** and *** All credit card accounts must have the full or 16-digit account number entered to be valid and able to be processed through CEFCU's bill payment systemIf an account is tagged as a credit card, and only a digit account number is entered, the system recognizes that it will not be able to be electronically posted by the card issuer, cannot be guaranteed to be posted by the date disclosed to you, and rejects the account number as invalid
One account, labeled by you as CITI *** was created on 06/18/2012, and has the full 16-digit card account number listedBased on your Bill Pay history over the last months, we can see that this account has been used to make $payments on a monthly basis from September through January
A second account, listed by you as Citi *** was created on 07/31/This account used to have a valid 16-digit account number, and we can see a successful payment was made on 5/13/for $However, we show that you logged in to CEFCU Online on 10/28/and changed the account number for that payee to a digit account numberWe verified with our third party bill payment service that digits only, and not digits were keyed in at that timeThe payee was then deleted on 10/29/by the system for having an invalid account number (too short), and a letter was sent on that day as well
A third account, listed by you as *** was created on 9/29/and was deleted by the system on 10/6/for having an invalid 4-digit account number (the same digits as Citi *** and a letter was sent on 10/6/notifying you
The fourth payee, listed as *** had a successful payment on 07/02/for $However, this payee was deleted the following day for not having a valid account number (digits)The reason why this had a successful payment is because for some payees, the first payment is an actual check sent to the payee while any future payments are made electronicallyIf you sent a payment to this payee in the same session that you created it with the digit account number, then it wouldn't have had time to delete it before the payment was sentTherefore, someone at CitiBank would have had to manually match up your name with those last digits to find the correct 16-digit account number in which to apply the paymentThis was never an issue with the other CitiBank payees because CITI *** has always had a valid account number, Citi had a valid account number for the first years, and Citi6948Stlmt never had a payment issued to it before it was deleted
Your dispute expresses concerns that the account numbers are masked with asterisks and we would be unable to tell if or digit numbers were enteredWe have verified the account numbers keyed in through Bill Pay on our logs as well as with our third party bill payment vendorIn the cases above, only digits were keyed, which resulted in the transaction failure and our subsequent correspondence to you
Initial Business Response /* (1000, 5, 2016/08/12) */
***'s account was opened with CEFCU, and at that time *** was provided with a copy of CEFCU's Deposit Account Agreement which details our deposit cutoff times, transaction posting process, and overdraft practicesAccording to our deposit
account agreement, *** was opted into our overdraft program, in which CEFCU can elect to pay an item into overdraft on her behalfIn addition, *** elected to also opt into our Optional Overdraft Protection for ATM Withdrawals and One-Time Debit Card TransactionsThe fees assessed for an overdraft exceeding $for NSF, the one-time debit overdraft program, and the overdraft program are all $
*** overdrew her account with a debit purchase that was presented to CEFCU and posted on 8/at 3:AMIn accordance with her request to participate in CEFCU's Optional Overdraft Protection for ATM Withdrawals and One-Time Debit Card Transactions, the authorization was approved, the transaction posted on her behalf, and her account assessed a $fee*** made a deposit of via ATM on 8/to try to cover the itemUnfortunately, the deposit was made after CEFCU's nightly deposit cutoff time of pm CSTIt was credited on 8/at 1:AM, following our nightly posting, in accordance with our deposit account agreement
*** subsequently made another purchase in the amount of 11:AM on 8/Although her account was still overdrawn, ***'s purchase was approved as she had elected to participate in our Optional Overdraft Protection for ATM Withdrawals and One-Time Debit Card Transactions program
*** contacted CEFCU on 8/to dispute the fees on her accountCEFCU offered to waive the first overdraft fee that had been assessed to her account on 8/for $in good faithHowever, as *** had logged into online banking and would have been aware her account was overdrawn when transactions were posting, the fee assessed on 8/was not waived*** was reminded to keep track of her transactions in a transaction register to avoid overdrafts and fees on her account*** was also reminded that CEFCU ends our business day at 8:p.mCT Monday through Friday and 5:p.mCT on Saturday
A payment was made 23rd, however a payment also came due and the loan was delinquent on March 1. Because the member paid $2,300, CEFCU's Collections Department did agree to cover the reposition fee to assist the member. The repossession fee was $
I am rejecting this response because: I can assure you that the only mail I've received from CEFCU this year was the receipts of my previous payments of my car noteI've lived in my home for almost four years in Chicago and also my Springfield home during my college yearsI have a purse full of CEFCU mail in which none is about the mistake on their behalfI can happily send my bank statement again to prove once more CEFCU are getting over on their customersI would love to speak to someone in regards to CEFCU mistake as I've been trying to get a hold of Troy for months and no one has gotten back to me until I started taking actionI can also provide to this company all of the proof I have as to how unprofessional it isAs for a resolution, once I submit my bank statements showing you never issued me back my car note for the month of February, can you buy me out of my loan for your inconvenienceAs mentioned before, I no longer would like to do business with CEFCU in the futureI am even open to giving this car back, but only if I am issued reimbursements of my late payments and down paymentI no longer would like to go back and forth with this company, only discuss resolutions as to which we can ensure not doing business togetherI will be waiting to speak with someoneAs until then I ill prepare to get the statement to you once more and attach it to this file as well as fax it again
The loan was a refinance from Harris Bank. The member provided the mileage at the time of application as she was in possession of the vehicle. The mileage provided was 15,000 at the time of application in 2011. The member can contact Patty in the Titles Department at 309-633-7070...
to discuss further.