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 [redacted], her collector. Ms. [redacted] also was sent letters from her collector on March 30, 2017 (2 letters), April 28, 2017, June 9, 2017, July 27, 2017, and August 16, 2017. 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. [redacted]’s collector will contact her to discuss payment options and the status of her loan.
I am rejecting this response because:I am not a female and the complain is that no phone call was made to ask me about the mileage since this was my first car payoff I did not look at the paperwork supplied to me till I moved to Florida. I am sorry they did NOT call me me o get the mileage they estimated it and sent me the paperwork!
Initial Business Response /* (1000, 5, 2015/06/04) */
Ms. [redacted] entered into the College Aid Loan agreement in August 2011. On October 15, 2012, her graduation date was listed as 5/16/15. Per the agreement, her first payment would begin 7 months later thus making her first payment due on...
12/15/15. Also, per the College Aid Loan Agreement, if Ms. [redacted] withdrawals from schooling, the loan will go into repayment 7 months after the withdrawal is received or notated. On 3/1/2013, Ms. [redacted] was no longer attending her college and her loan was placed into repayment with an effective first payment date of 10/15/2013. CEFCU does not provide payment booklets for College Aid loans, however by signing the College Aid Loan Agreement, Ms. [redacted] should have been aware a withdrawal from schooling would result in her loan going into repayment.
It is Ms. [redacted]'s responsibility to update CEFCU as to any address changes. On December 26, 2013, a demand letter was sent via CEFCU's attorney and it was returned without a forwarding address from the Post Office. Ms. [redacted] contacted CEFCU on 2/25/2014 and updated her address per a conversation she had with the collector assigned to her account.
Ms. [redacted] continues to make payments, however they are sporadic at times resulting in some occasional negative reporting to the credit bureau. As a financial institution, CEFCU is required to accurately report delinquent accounts to the credit bureaus and will continue to report this loan delinquent when payments aren't made.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is clearly missing my point. You still have the wrong address. I have asked several times to update my address and you have failed to do so. Based on this response, they clearly don't want to update my address even now that I have reached the point of going through the Revdex.com. Once again, my address is [redacted] Minonk IL. When I was finally contacted by CEFCU, after graduating school EARLY, I provided my correct address and you still won't update it. You must have missed the part where you took a payment I sent them and applied it to my husband's savings account resulting in a negative credit reporting. The savings account it was added to had only about $30 in it and had not been touched in over four years. It is funny how you can get his address right, but do not care to update my address. This is a deliberate act of malice at this point. You refuse to change my address. Furthermore, my name is Mrs. [redacted] as I stated I was married. You should try to fully read the complaint before responding.
Ms. [redacted] spoke to CEFCU on 4/21/17 regarding the late payment. It was explained to Ms. [redacted] at the time a payment in February was returned and therefore the account was delinquent and subsequently charged late charges each month due to the delinquency. Ms. [redacted] explained the payment...
was made from another financial institution. Proof of the payment was requested as CEFCU did not have any record of the payment. Ms. [redacted] did not provide adequate proof payment was made. Ms. [redacted] did not respond to a certified letter sent 4/28/17 or regular letters sent 6/9/17, 7/27/17 or 8/16/17. To date, the account continues to show delinquent and will continue to accrue a late charge each month payments are not made to bring the loan current.
CEFCU reserves the right to close or revoke a credit card account at any time as outlined on page 18 of the Cardholder Agreement that each CEFCU credit card holder receives upon account opening. It is CEFCU’s policy to review all credit card accounts set for reissue to determine usage,...
inactivity, over limit or delinquency trends, and overall credit worthiness to determine if the credit line will be allowed to remain open. At the time Mr. [redacted]’s card was set to expire, it was observed that his card was over limit and delinquent with a late charge assessed. Further investigation revealed that Mr. [redacted]’s credit card account consistently remained over limit and payments were not made in a timely manner to meet the established monthly payment due date. The decision was made at that point not to reissue the credit card account. It is also CEFCU’s policy that a new credit bureau must be run when there is a request for an extension of credit. Because Mr. [redacted]’s credit card account expired, a request for a new credit line requires and application and subsequent credit bureau pull. CEFCU
Final Consumer Response /* (2000, 6, 2015/08/03) */
After discussing with the bank, I feel my problem is with their policies rather than any illegal practices. I am willing to rescind this complaint.
Initial Business Response /* (1000, 5, 2016/08/30) */
Mr. [redacted] opened this account as a separate account from his primary Savings and Checking account. At the time of the account opening, Mr. [redacted] would have received a Deposit Account Agreement and a Rate and Fee Schedule which describes the...
Overdraft Transfer Plan and the fees associated with overdrawing a CEFCU Checking Account. Per the representative that opened the account, she informs members that Overdraft Transfer Plans are free to have on your account, but if a transfer needs to be made there is an $8.00 fee per transfer. This fee, along with the fees for overdrawing a Checking account, are listed in the Rate and Fee Scheduled that is provided at the time the account is opened.
These are the same fees that Mr. [redacted]' personal account is subject to when overdrawn.
Initial Business Response /* (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.com. After 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 system. Following 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 structure. The Disclosure that Mr. [redacted] agreed to states:
Your use of CEFCU's Bill Pay service may be subject to a monthly service fee. Please 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:
14. Error Resolution Disclosure
Telephone us at 309.633.7000 or 1.800.633.7077 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 receipt. We 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, 2016. CEFCU credited his account a total of $18, or 3 months of Bill Pay fees. Based 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 eStatement. An Electronic Services Specialist in the Electronic Member Center is available to provide assistance by calling 1.800.633.7077 (ext. XXXXX) Monday - Friday from 7:30 a.m. to 8 p.m. (CST) and 8:30 a.m. to 5 p.m. (CST) on Saturday.
Initial Consumer Rebuttal /* (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 explicit. I never used this bill pay feature at all. So 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 1st. Mr. [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 Manager. The Credit Card Lending Manager is confident that Mr. [redacted] was not told by any staff members that his credit card line was closed in error. Mr. [redacted] was given information about the procedure to reopen a credit card and was told why his account was closed. The 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 history. Attached you will find a generic copy of the letter that was sent to Mr. [redacted] in October and November of 2017. Personal information has been omitted from the letter due to member confidentiality. Thank you,[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
[redacted] Hyundai administered a CEFCU "Retail Installment Contract" with [redacted] on August 22, 2015, for the purchase of her vehicle. Contained 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 due. The Retail Installment contract also includes a payment schedule and CEFCU's address for payments. There 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 loan. Payment books are offered as a convenience on loans, it can take 4-6 weeks to generate payment books. On 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 22nd. Ms. [redacted] contacted CEFCU via email on September 16, 2015, seeking information on payment instructions. CEFCU responded back to Ms. [redacted] with a variety of payments options with CEFCU. On September 19, Ms. [redacted] asked about a payment book and/or a statement for her loan. CEFCU again responded with the variety of payment options.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please close this case. I received nothing but junk mail from them until today when I received my second payment book but still not the first one. I am not happy at all about their billing practices or lack of but I know nothing will change. Thank you.
Final Consumer Response /* (2000, 8, 2015/10/05) */
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.
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 fixed. I again took off work and had to pay a tow fee
Initial Business Response /* (1000, 5, 2015/11/09) */
When a member opens an account at CEFCU, they receive a Deposit Account Agreement and a Rate and Fee schedule. The Deposit Account Agreement describes Inactive and Abandoned Accounts and states CEFCU may charge a fee as stated in the Rate and...
Fee Schedule.
At no time is the member told they will not incur any fees.
Specific to the Inactive Fee that CEFCU charges, CEFCU mails an Inactive letter to the member at 11 months to inform them their account has been inactive and to contact CEFCU. It is not until 24 months of no activity that the inactive fee of $5.00 per month is charged. Mrs. [redacted] received monthly statements that showed each of the inactive fees. In California, if there has been no contact or no activity on any account with CEFCU within the last 3 years the account is considered Abandoned by state law and CEFCU must submit the funds to the state of California.
The letter CEFCU mails and the inactive fees are attempts to get the members attention so we can avoid sending their money to the state of California. It's CEFCU's general practice to give members a goodwill credit to offset a couple of these fees to retain their account with CEFCU. Instead, Mrs. [redacted] decided to close her account.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the customers opening an account at CEFCU are told one thing. Nice to point out that you also have a "Rate and Fees schedule" - which is a small print document full of legalese, and "tells" the customer the opposite. Unfortunately for you I had a witness with me which heard when your representative told me there would be no fees on the account if I don't use it, so your statement above is misleading at best.
You are not doing any service to your customers with this fee. When you remit money to the State of California, the State does not take the ownership of those money, the State just acts as a holder. So it was ok for me if you submitted the funds to the State - but instead you started charging illegal fees on that.
Your representatives at CEFCU refused to reverse the fees as well
CEFCU is a worst company I've dealt here in US, even your reply to Revdex.com is misleading. Shame on you CEFCU, and I'll make sure the world hears about your "business practices".
Initial Business Response /* (1000, 5, 2016/06/29) */
Thank you for choosing CEFCU for your borrowing needs. After reviewing your complaint, it is acknowledged that the required insurance on your automobile loans with CEFCU lapsed for the period 4/24/2016 - 5/11/2016. Our records indicate that...
your policies with one insurance company expired on 4/24/2016 and you obtained new policies with a different insurance company that became effective on 5/11/2016, thus, there was a period of time during which the automobiles did not have the required insurance as disclosed in the Loan Agreements you signed. As a means of protecting the collateral, CEFCU requires insurance for the entire term of the contract and if there is evidence of a lapse, CEFCU obtains insurance on your behalf. Our records further indicate that you were provided with three written notices informing you of the lapse. CEFCU acknowledges that you currently have insurance on the automobiles as of 5/11/2016, however, the billing process for the period of the lapse did not occur until the first of June. We hope this satisfactorily explains our position and our requirement for insurance, and we again thank you for using CEFCU for your borrowing needs.
Initial Business Response /* (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, 2015. An error was made on your account and the Overdraft Transfer Protection was added in error at...
the time your account was opened. We apologize for the error being made at the time your account was opened and the fee charged. A check for $8.00, the amount you were charged for the transfer, will be issued to you on January 6, 2016.
Again, we apologize for the error on your account.
Initial Business Response /* (1000, 5, 2016/02/23) */
Mr. [redacted]'s account history shows he deposited funds into his Checking account on 2/10/16. The account history does not reflect a deposit on 2/17 as stated in the complaint. Per his request on 2/10, his debit card limit was temporarily...
increased from $1,000 to $4,000. Subsequently, his temporary debit card limit was changed on 2/12/16 from the temporary $4,000 to a permanent $2,000 by a CEFCU manager. Mr. [redacted]'s debit card was compromised and a replacement card was sent to him in December, which was never activated. Therefore, 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 2/17/16 after the bank wire cut-off time and then processed at 9:06am on 2/18/16. Providing quality service remains our primary objective in serving all members and I apologize that the service provided did not meet Mr. [redacted]'s expectations. I have since discussed the situation with staff involved. The Springfield Dirksen Parkway Manager confirmed that he told Mr. [redacted] that CEFCU would make a goodwill refund of the $25 bank wire fee, but Mr. [redacted] closed account prior to that credit taking place. As a result, a $25 check will be mailed to Mr. [redacted].
Initial Business Response /* (1000, 5, 2016/03/21) */
CEFCU has attempted to reach out to assist this member with her inquiry regarding Online Banking balance display. A manager left a message for her on 3/11/16 requesting a callback to gather more information. CEFCU 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 parties. These would include checks, ACH transactions, debit transactions, etc. Once those transactions have been posted against member accounts, they are then sent/uploaded to other systems, like On-Line Banking for member access. When the member performs an inquiry on On-Line banking, the system is returning a real-time balance, but transactions may not have yet been updated. The running balance next to each transaction is calculated by the system from the real-time balance. As a result, until the transaction files are complete, the running balance displaying next to the transaction may not be correct. When looking today, the member's online account balance matches CEFCU's internal system and the member's statements.
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 3 payments delinquent. He did not pay and his vehicle was repossessed 3 days later. As of October 31, 2017 the member’s account was delinquent and continued to report as such to the credit bureau. His account was 60 days late on October 31, 2017 and 30 days late July 31st, August 31th and September 30th when CEFCU reported to the credit bureau.
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, 2017. Ms. [redacted] stated that a deposit was made to her checking account on July 1, 2017 in the amount of $545.00 – with $400.00 in cash and...
$145.00 as a check. Ms. [redacted] has an automatic payment for her mortgage account set to come from her checking account on the first of each month to her mortgage. Ms. [redacted] claims the $400.00 portion of the deposit made on July 1, 2017 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 account. Additionally, Ms. [redacted] states that CEFCU has since reported her late to the credit bureau, thus damaging her credit rating. After conducting research on Ms. [redacted] account, I have found that no deposits were made to Ms. [redacted] account on July 1, 2017. Rather, two separate deposits were made to her account in July 2017. The first was made on July 3, 2017 in the amount of $400.00 cash. On the deposit slip, the $400.00 was clearly marked to be deposited into her savings account. The second deposit, made on July 7, 2017, was in the amount of $145.00. That deposit was marked to go into Ms. [redacted] checking account. It should be noted that neither of these deposits were made by Ms. [redacted] herself. Both deposits were made by Danielle [redacted] into Ms. [redacted] account. Because of the lack of funds in her checking account from the $400.00 not being deposited into her checking account, the automatic payment continued to try to pull funds to make the mortgage payment. Because sufficient funds were not available after the 15-day grace period and until Ms. [redacted] was almost 30 days late, a collections representative did call Ms. [redacted] to have a mortgage payment made. The collections representative did send a letter to the address of record on our system. The letter was sent prior to the phone call being made. Furthermore, CEFCU has reported Ms. [redacted] late on her mortgage payment for this particular incident. However, Ms. [redacted] has been late on her mortgage payment before, the most recent being in August 2016. 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 repositories. In addition to this letter, I attempted to call Ms. [redacted] to speak with her directly on Tuesday, September 5, 2017. As explained in her complaint, she said she worked 10-hour days and was unable to speak during business hours. In the voicemail I left her, I offered to come in early or stay late to accommodate her schedule. As of September 7, 2017, I have not received a return phone call from Ms. Buss. Written evidence of the rebuttal information is available upon request. Should you have additional questions, please do not hesitate to contact me. Sincerely, [redacted] CEFCU Home Loan Manager [redacted]
I am rejecting this response because:
The account wasn’t over the limit and they verified that it wasn’t
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 [redacted], her collector. Ms. [redacted] also was sent letters from her collector on March 30, 2017 (2 letters), April 28, 2017, June 9, 2017, July 27, 2017, and August 16, 2017. 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. [redacted]’s collector will contact her to discuss payment options and the status of her loan.
I am rejecting this response because:I am not a female and the complain is that no phone call was made to ask me about the mileage since this was my first car payoff I did not look at the paperwork supplied to me till I moved to Florida. I am sorry they did NOT call me me o get the mileage they estimated it and sent me the paperwork!
Initial Business Response /* (1000, 5, 2015/06/04) */
Ms. [redacted] entered into the College Aid Loan agreement in August 2011. On October 15, 2012, her graduation date was listed as 5/16/15. Per the agreement, her first payment would begin 7 months later thus making her first payment due on...
12/15/15. Also, per the College Aid Loan Agreement, if Ms. [redacted] withdrawals from schooling, the loan will go into repayment 7 months after the withdrawal is received or notated. On 3/1/2013, Ms. [redacted] was no longer attending her college and her loan was placed into repayment with an effective first payment date of 10/15/2013. CEFCU does not provide payment booklets for College Aid loans, however by signing the College Aid Loan Agreement, Ms. [redacted] should have been aware a withdrawal from schooling would result in her loan going into repayment.
It is Ms. [redacted]'s responsibility to update CEFCU as to any address changes. On December 26, 2013, a demand letter was sent via CEFCU's attorney and it was returned without a forwarding address from the Post Office. Ms. [redacted] contacted CEFCU on 2/25/2014 and updated her address per a conversation she had with the collector assigned to her account.
Ms. [redacted] continues to make payments, however they are sporadic at times resulting in some occasional negative reporting to the credit bureau. As a financial institution, CEFCU is required to accurately report delinquent accounts to the credit bureaus and will continue to report this loan delinquent when payments aren't made.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is clearly missing my point. You still have the wrong address. I have asked several times to update my address and you have failed to do so. Based on this response, they clearly don't want to update my address even now that I have reached the point of going through the Revdex.com. Once again, my address is [redacted] Minonk IL. When I was finally contacted by CEFCU, after graduating school EARLY, I provided my correct address and you still won't update it. You must have missed the part where you took a payment I sent them and applied it to my husband's savings account resulting in a negative credit reporting. The savings account it was added to had only about $30 in it and had not been touched in over four years. It is funny how you can get his address right, but do not care to update my address. This is a deliberate act of malice at this point. You refuse to change my address. Furthermore, my name is Mrs. [redacted] as I stated I was married. You should try to fully read the complaint before responding.
Ms. [redacted] spoke to CEFCU on 4/21/17 regarding the late payment. It was explained to Ms. [redacted] at the time a payment in February was returned and therefore the account was delinquent and subsequently charged late charges each month due to the delinquency. Ms. [redacted] explained the payment...
was made from another financial institution. Proof of the payment was requested as CEFCU did not have any record of the payment. Ms. [redacted] did not provide adequate proof payment was made. Ms. [redacted] did not respond to a certified letter sent 4/28/17 or regular letters sent 6/9/17, 7/27/17 or 8/16/17. To date, the account continues to show delinquent and will continue to accrue a late charge each month payments are not made to bring the loan current.
CEFCU reserves the right to close or revoke a credit card account at any time as outlined on page 18 of the Cardholder Agreement that each CEFCU credit card holder receives upon account opening. It is CEFCU’s policy to review all credit card accounts set for reissue to determine usage,...
inactivity, over limit or delinquency trends, and overall credit worthiness to determine if the credit line will be allowed to remain open. At the time Mr. [redacted]’s card was set to expire, it was observed that his card was over limit and delinquent with a late charge assessed. Further investigation revealed that Mr. [redacted]’s credit card account consistently remained over limit and payments were not made in a timely manner to meet the established monthly payment due date. The decision was made at that point not to reissue the credit card account. It is also CEFCU’s policy that a new credit bureau must be run when there is a request for an extension of credit. Because Mr. [redacted]’s credit card account expired, a request for a new credit line requires and application and subsequent credit bureau pull. CEFCU
Final Consumer Response /* (2000, 6, 2015/08/03) */
After discussing with the bank, I feel my problem is with their policies rather than any illegal practices. I am willing to rescind this complaint.
Initial Business Response /* (1000, 5, 2016/08/30) */
Mr. [redacted] opened this account as a separate account from his primary Savings and Checking account. At the time of the account opening, Mr. [redacted] would have received a Deposit Account Agreement and a Rate and Fee Schedule which describes the...
Overdraft Transfer Plan and the fees associated with overdrawing a CEFCU Checking Account. Per the representative that opened the account, she informs members that Overdraft Transfer Plans are free to have on your account, but if a transfer needs to be made there is an $8.00 fee per transfer. This fee, along with the fees for overdrawing a Checking account, are listed in the Rate and Fee Scheduled that is provided at the time the account is opened.
These are the same fees that Mr. [redacted]' personal account is subject to when overdrawn.
Initial Business Response /* (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.com. After 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 system. Following 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 structure. The Disclosure that Mr. [redacted] agreed to states:
Your use of CEFCU's Bill Pay service may be subject to a monthly service fee. Please 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:
14. Error Resolution Disclosure
Telephone us at 309.633.7000 or 1.800.633.7077 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 receipt. We 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, 2016. CEFCU credited his account a total of $18, or 3 months of Bill Pay fees. Based 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 eStatement. An Electronic Services Specialist in the Electronic Member Center is available to provide assistance by calling 1.800.633.7077 (ext. XXXXX) Monday - Friday from 7:30 a.m. to 8 p.m. (CST) and 8:30 a.m. to 5 p.m. (CST) on Saturday.
Initial Consumer Rebuttal /* (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 explicit. I never used this bill pay feature at all. So 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 1st. Mr. [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 Manager. The Credit Card Lending Manager is confident that Mr. [redacted] was not told by any staff members that his credit card line was closed in error. Mr. [redacted] was given information about the procedure to reopen a credit card and was told why his account was closed. The 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 history. Attached you will find a generic copy of the letter that was sent to Mr. [redacted] in October and November of 2017. Personal information has been omitted from the letter due to member confidentiality. Thank you,[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
[redacted] Hyundai administered a CEFCU "Retail Installment Contract" with [redacted] on August 22, 2015, for the purchase of her vehicle. Contained 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 due. The Retail Installment contract also includes a payment schedule and CEFCU's address for payments. There 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 loan. Payment books are offered as a convenience on loans, it can take 4-6 weeks to generate payment books. On 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 22nd. Ms. [redacted] contacted CEFCU via email on September 16, 2015, seeking information on payment instructions. CEFCU responded back to Ms. [redacted] with a variety of payments options with CEFCU. On September 19, Ms. [redacted] asked about a payment book and/or a statement for her loan. CEFCU again responded with the variety of payment options.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please close this case. I received nothing but junk mail from them until today when I received my second payment book but still not the first one. I am not happy at all about their billing practices or lack of but I know nothing will change. Thank you.
Final Consumer Response /* (2000, 8, 2015/10/05) */
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.
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 fixed. I again took off work and had to pay a tow fee
Initial Business Response /* (1000, 5, 2015/11/09) */
When a member opens an account at CEFCU, they receive a Deposit Account Agreement and a Rate and Fee schedule. The Deposit Account Agreement describes Inactive and Abandoned Accounts and states CEFCU may charge a fee as stated in the Rate and...
Fee Schedule.
At no time is the member told they will not incur any fees.
Specific to the Inactive Fee that CEFCU charges, CEFCU mails an Inactive letter to the member at 11 months to inform them their account has been inactive and to contact CEFCU. It is not until 24 months of no activity that the inactive fee of $5.00 per month is charged. Mrs. [redacted] received monthly statements that showed each of the inactive fees. In California, if there has been no contact or no activity on any account with CEFCU within the last 3 years the account is considered Abandoned by state law and CEFCU must submit the funds to the state of California.
The letter CEFCU mails and the inactive fees are attempts to get the members attention so we can avoid sending their money to the state of California. It's CEFCU's general practice to give members a goodwill credit to offset a couple of these fees to retain their account with CEFCU. Instead, Mrs. [redacted] decided to close her account.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the customers opening an account at CEFCU are told one thing. Nice to point out that you also have a "Rate and Fees schedule" - which is a small print document full of legalese, and "tells" the customer the opposite. Unfortunately for you I had a witness with me which heard when your representative told me there would be no fees on the account if I don't use it, so your statement above is misleading at best.
You are not doing any service to your customers with this fee. When you remit money to the State of California, the State does not take the ownership of those money, the State just acts as a holder. So it was ok for me if you submitted the funds to the State - but instead you started charging illegal fees on that.
Your representatives at CEFCU refused to reverse the fees as well
CEFCU is a worst company I've dealt here in US, even your reply to Revdex.com is misleading. Shame on you CEFCU, and I'll make sure the world hears about your "business practices".
Initial Business Response /* (1000, 5, 2016/06/29) */
Thank you for choosing CEFCU for your borrowing needs. After reviewing your complaint, it is acknowledged that the required insurance on your automobile loans with CEFCU lapsed for the period 4/24/2016 - 5/11/2016. Our records indicate that...
your policies with one insurance company expired on 4/24/2016 and you obtained new policies with a different insurance company that became effective on 5/11/2016, thus, there was a period of time during which the automobiles did not have the required insurance as disclosed in the Loan Agreements you signed. As a means of protecting the collateral, CEFCU requires insurance for the entire term of the contract and if there is evidence of a lapse, CEFCU obtains insurance on your behalf. Our records further indicate that you were provided with three written notices informing you of the lapse. CEFCU acknowledges that you currently have insurance on the automobiles as of 5/11/2016, however, the billing process for the period of the lapse did not occur until the first of June. We hope this satisfactorily explains our position and our requirement for insurance, and we again thank you for using CEFCU for your borrowing needs.
Initial Business Response /* (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, 2015. An error was made on your account and the Overdraft Transfer Protection was added in error at...
the time your account was opened. We apologize for the error being made at the time your account was opened and the fee charged. A check for $8.00, the amount you were charged for the transfer, will be issued to you on January 6, 2016.
Again, we apologize for the error on your account.
Initial Business Response /* (1000, 5, 2016/02/23) */
Mr. [redacted]'s account history shows he deposited funds into his Checking account on 2/10/16. The account history does not reflect a deposit on 2/17 as stated in the complaint. Per his request on 2/10, his debit card limit was temporarily...
increased from $1,000 to $4,000. Subsequently, his temporary debit card limit was changed on 2/12/16 from the temporary $4,000 to a permanent $2,000 by a CEFCU manager. Mr. [redacted]'s debit card was compromised and a replacement card was sent to him in December, which was never activated. Therefore, 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 2/17/16 after the bank wire cut-off time and then processed at 9:06am on 2/18/16. Providing quality service remains our primary objective in serving all members and I apologize that the service provided did not meet Mr. [redacted]'s expectations. I have since discussed the situation with staff involved. The Springfield Dirksen Parkway Manager confirmed that he told Mr. [redacted] that CEFCU would make a goodwill refund of the $25 bank wire fee, but Mr. [redacted] closed account prior to that credit taking place. As a result, a $25 check will be mailed to Mr. [redacted].
Initial Business Response /* (1000, 5, 2016/03/21) */
CEFCU has attempted to reach out to assist this member with her inquiry regarding Online Banking balance display. A manager left a message for her on 3/11/16 requesting a callback to gather more information. CEFCU 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 parties. These would include checks, ACH transactions, debit transactions, etc. Once those transactions have been posted against member accounts, they are then sent/uploaded to other systems, like On-Line Banking for member access. When the member performs an inquiry on On-Line banking, the system is returning a real-time balance, but transactions may not have yet been updated. The running balance next to each transaction is calculated by the system from the real-time balance. As a result, until the transaction files are complete, the running balance displaying next to the transaction may not be correct. When looking today, the member's online account balance matches CEFCU's internal system and the member's statements.
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 3 payments delinquent. He did not pay and his vehicle was repossessed 3 days later. As of October 31, 2017 the member’s account was delinquent and continued to report as such to the credit bureau. His account was 60 days late on October 31, 2017 and 30 days late July 31st, August 31th and September 30th when CEFCU reported to the credit bureau.
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, 2017. Ms. [redacted] stated that a deposit was made to her checking account on July 1, 2017 in the amount of $545.00 – with $400.00 in cash and...
$145.00 as a check. Ms. [redacted] has an automatic payment for her mortgage account set to come from her checking account on the first of each month to her mortgage. Ms. [redacted] claims the $400.00 portion of the deposit made on July 1, 2017 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 account. Additionally, Ms. [redacted] states that CEFCU has since reported her late to the credit bureau, thus damaging her credit rating. After conducting research on Ms. [redacted] account, I have found that no deposits were made to Ms. [redacted] account on July 1, 2017. Rather, two separate deposits were made to her account in July 2017. The first was made on July 3, 2017 in the amount of $400.00 cash. On the deposit slip, the $400.00 was clearly marked to be deposited into her savings account. The second deposit, made on July 7, 2017, was in the amount of $145.00. That deposit was marked to go into Ms. [redacted] checking account. It should be noted that neither of these deposits were made by Ms. [redacted] herself. Both deposits were made by Danielle [redacted] into Ms. [redacted] account. Because of the lack of funds in her checking account from the $400.00 not being deposited into her checking account, the automatic payment continued to try to pull funds to make the mortgage payment. Because sufficient funds were not available after the 15-day grace period and until Ms. [redacted] was almost 30 days late, a collections representative did call Ms. [redacted] to have a mortgage payment made. The collections representative did send a letter to the address of record on our system. The letter was sent prior to the phone call being made. Furthermore, CEFCU has reported Ms. [redacted] late on her mortgage payment for this particular incident. However, Ms. [redacted] has been late on her mortgage payment before, the most recent being in August 2016. 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 repositories. In addition to this letter, I attempted to call Ms. [redacted] to speak with her directly on Tuesday, September 5, 2017. As explained in her complaint, she said she worked 10-hour days and was unable to speak during business hours. In the voicemail I left her, I offered to come in early or stay late to accommodate her schedule. As of September 7, 2017, I have not received a return phone call from Ms. Buss. Written evidence of the rebuttal information is available upon request. Should you have additional questions, please do not hesitate to contact me. Sincerely, [redacted] CEFCU Home Loan Manager [redacted]