Charter Oak Federal Credit Union

I had an incident where I paid for an overdraft on my account with the 30.00 fee. immediately after another fee came through for the over draft so I figure I would pay the overdraft amount and not the 30.00 and call the bank however, another 30.00 fee was applied again. I called the bank and spoke to the customer service agent who was rude and immediately stated that the fees were correct . This person would not allow me to speak and obtain an understanding to arrive at a positive solution. I then asked to speak to a supervisor who was a bit understandable however, seems wanted to agree on a 90.00 overdraft fee. Eventually, it was sent to a manager and currently awaiting review. The experience I had with the representative was horrible, I feel that a bit of humane customer service would go a long way, this is not the first time I have run into rude customer service agents with that bank considering how long I have been a customer. When I informed the supervisor I would submit a complaint her demeanor changed as well. Businesses must understand as customers we do have the right to be treated fairly with some sense of dignity as well. I am currently awaiting to find out if I will have to pay 90.00 in charges otherwise sadly I have been with that bank for over 5 years I will switch banks due to the treatment I have received. I can say there was only two customer service agents I worked with in the past that were humanely nice.

Response to the Revdex.com face="Calibri">Due to privacy concerns we can only provide you with a limited response to Mr [redacted] ’s complaint A detailed review of his loan history and discussions with credit union personnel clearly indicates that deployments were not responsible for his stated payment problems as alleged We were never given a Power of Attorney document from Mr [redacted] or his mother, we never prevented him or his mother from making loan payments and his vehicle was only repossessed after repeated attempts, over the course of several years, to resolve the matter with Mr [redacted] Although his loan history would normally stay on the credit report until 11/26/per the credit bureau standards, we will take it off a year earlier since Mr [redacted] was recently told that by a credit union staff member We will contact Mr [redacted] to relay this information to himBy: John D [redacted] Charter Oak Federal Credit Union

This complaint has been forwarded to the appropriate department of the financial institution.  The matter will be reviewed and responded to upon completion of the investigation.
 
The appropriate officer within the credit union is John D[redacted], SVP, Chief Lending...

Officer.

Response to the
Revdex.com
face="Calibri">Due to privacy concerns we can only provide you with a
limited response to Mr. [redacted]’s complaint. 
A detailed review of his loan history and discussions with credit union
personnel clearly indicates that deployments were not responsible for his stated
payment problems as alleged.  We were never
given a Power of Attorney document from Mr. [redacted] or his mother, we never
prevented him or his mother from making loan payments and his vehicle was only
repossessed after repeated attempts, over the course of several years, to
resolve the matter with Mr. [redacted].  Although
his loan history would normally stay on the credit report until 11/26/19 per
the credit bureau standards, we will take it off a year earlier since Mr.
[redacted] was recently told that by a credit union staff member.  We will contact Mr. [redacted] to relay this
information to him.
By:  John D[redacted]
        Charter Oak Federal Credit Union

Response [redacted] complaint:
font-family: "Calibri",sans-serif; font-size: 11pt;"> 
Our current practice of depositing excess escrow funds into an existing deposit account has been in place for many years, and we have never received a complaint. We have found that most members would rather have Charter Oak Federal Credit Union deposit the funds directly, rather than have a small check they might misplace. Our process is in compliance with all regulations and the amount direct deposited is disclosed to the member on the escrow analysis and on all future bank statements with the applicable deposit account.
 
There is no intent to be underhanded or nefarious. The attempt is to make things most convenient for our membership.
 
 
Charter Oak Federal Credit Union

To Whom It May Concern:
I have reversed the 2 overdraft fees in the amount of $60.00 on this account.  The checking account was overdrawn on February 9th, prior to the direct deposit posting to the Savings Account on February 10th.  However,...

the Credit Union will reverse these fees as a courtesy to the member.  A representative from the Credit Union will contact the member regarding overdraft protection options, uncollected funds holds for deposits made remotely, and answer any other questions the member may have in managing his checking account.  Please contact me if there is anything else the credit union can do to address this complaint.Very truly yours,
Jeanne [redacted]
SVP, Chief Operating Officer

Dear [redacted],
I have researched this complaint to see what type of communication we have had with this member, however I could not find any documentation (notes) regarding the member's request for us to remove her from the [redacted] program on her checking...

account.  Members must opt-in before the credit union will overdraft their account for transactions done at the ATM or as a Point of Sale transaction.  Often times members use their debit card transactions at merchants (i.e. restaurant, gas station, convenience store, etc) and the funds are placed on an availability hold until the transaction is actually processed against the account.  This can be confusing if the member looks at a balance online other than their available balance.She may need some training, I would like to have the member contact me directly so I can determine what times of transactions she would like to block before I remove any priveleges from her.  I do not want to leave her without the ability to make critical purchases.  I will be happy to refunds fees as well, but again, I would like to make sure she knows exactly what will occur if we do remove her ability to use her courtesy pay.  We have tried reaching out to her, but she has not returned our call.  My contact information is:
[redacted]
###-###-####
[redacted]
I would like to turn this situation around and help this member out, please have her call me so we can resolve this as quickly and satisfactorily as possible.  Thank you for your assistance.
Sincerely,
[redacted]

Response to
the rejection
We again reviewed his loan history and collections notes in
great detail and discussed them with the Collections Department manager and her
assistant.  This review indicated that
Mr. [redacted] never presented or mentioned a Power of Attorney (POA) to this credit
union nor would a POA be required in order for someone to make a loan payment
on his behalf.  In fact, his mother made
a payment on his behalf on 9/2/09 with no POA required.
Mr. [redacted]’s performance became a problem with his first
scheduled loan payment and lasted for nearly three years.  In an effort to contact Mr. [redacted], a
collector called his mother on 7/20/09 only to learn he had shipped the
automobile to [redacted] where he apparently was newly stationed.  When the collector was able to contact him on
8/4/09 Mr. [redacted] said he had left the car with a friend who was trying to
sell it for him.  He wouldn’t say where
the vehicle was.  In a conversation with
Mr. [redacted] on 6/7/10, he informed the collector that his [redacted] had the
vehicle in [redacted].  We were not given
any further information on his sister. 
On 11/8/10 Mr. [redacted] said that he took the vehicle back from his
[redacted] since she wasn’t making the loan payments but he wouldn’t tell the
collector where the vehicle was. 
Eventually the vehicle was repossessed in [redacted] on 5/26/11. 
In summary, Mr. [redacted] was not truthful when communicating
with the credit union over the course of nearly three years, nor has he been
truthful with his complaint to the Revdex.com.

Review: I believe the bank assessed unreasonably high fees for a mix up in where a direct deposit ended up. The bank charged $60 for two checks even though the funds were at the bank. The direct deposit was set up to go to the checking account and it went to the savings account.Desired Settlement: Refund of the $60 fees because the account was not intentionally overdrawn and direct deposit was setup to go to the checking even though the bank credited to the savings.

Business

Response:

To Whom It May Concern:I have reversed the 2 overdraft fees in the amount of $60.00 on this account. The checking account was overdrawn on February 9th, prior to the direct deposit posting to the Savings Account on February 10th. However, the Credit Union will reverse these fees as a courtesy to the member. A representative from the Credit Union will contact the member regarding overdraft protection options, uncollected funds holds for deposits made remotely, and answer any other questions the member may have in managing his checking account. Please contact me if there is anything else the credit union can do to address this complaint.Very truly yours,Jeanne [redacted]SVP, Chief Operating Officer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I just have to differ - the direct deposit was posted to my account one day later than the normal and scheduled date.

Sincerely,

Review: First of all, I have spoken with the representatives many times both over the phone AND in person telling them to not allow me to overdraft my account. Still I am having problems with my balance reading a certain amount one minute and then I make a transaction which does NOT exceed my account balance and somehow I wake up in the morning and my account is overdrawn. For 2 dollars I am now paying 32 dollars for something that is not my error. There was an incident last year where I was charged around 500 in overdraft fees after I had spoken with them and they told me I wasn't going to be able to overdraft my account. Now again, with the holidays around the corner, I am having to pay an unreasonable amount for something I believe is rediculous. Enough is enough, as I have been a customer for more than half of my life.Desired Settlement: I want it to be clear in writing that I cannot overdraft my account as well as my overdraft fees waived and/or refunded.

Business

Response:

Dear [redacted],I have researched this complaint to see what type of communication we have had with this member, however I could not find any documentation (notes) regarding the member's request for us to remove her from the [redacted] program on her checking account. Members must opt-in before the credit union will overdraft their account for transactions done at the ATM or as a Point of Sale transaction. Often times members use their debit card transactions at merchants (i.e. restaurant, gas station, convenience store, etc) and the funds are placed on an availability hold until the transaction is actually processed against the account. This can be confusing if the member looks at a balance online other than their available balance.She may need some training, I would like to have the member contact me directly so I can determine what times of transactions she would like to block before I remove any priveleges from her. I do not want to leave her without the ability to make critical purchases. I will be happy to refunds fees as well, but again, I would like to make sure she knows exactly what will occur if we do remove her ability to use her courtesy pay. We have tried reaching out to her, but she has not returned our call. My contact information is:[redacted]###-###-####[redacted]I would like to turn this situation around and help this member out, please have her call me so we can resolve this as quickly and satisfactorily as possible. Thank you for your assistance.Sincerely,[redacted]

Review: My son, who lived in CT, passed away unexpectedly in February 2015. He had gotten a vehicle loan here the year prior. I was going through Probate Court. I was given the option to resume payments by Charter Oaks, they would not negotiate a final sale price. I had email contact with Kyle U[redacted], Senior Specialist at Charter Oaks and he let me know that Patrick had $801.05 in his savings account there and that they had depleted the account with the automatic payments. I am not sure they had a right to do that after knowing that Patrick was deceased, and before this matter had gone through probate court. I was told that I was not legally responsible for this loan and that it would not be held against my credit by Tom G[redacted], Collection Leader at Charter Oaks. Now they are billing me for the remainder of this loan after the resale of it at a much lower value than the loan. I made hard choices based on this info from him and feel I was clearly lied to and taken advantage of at such an emotional and horrible time in my life and should not be held responsible. I would not have made the decision to let it go if I were going to be expected to pay this loan and I would have kept the vehicle. I feel they knew at the time I was conversing with them over this just what their plan was and that I should not have been put in that position.Desired Settlement: I expect the creditor to honor what their employee told me as that was how I made my decision and I would like this not to affect my credit and I feel that they illegally took the $801.05 from my deceased son's account and I would like that returned to me.

Business

Response:

This complaint has been forwarded to the appropriate department of the financial institution. The matter will be reviewed and responded to upon completion of the investigation. The appropriate officer within the credit union is John D[redacted], SVP, Chief Lending Officer.

Review: Good Afternoon,

My name is [redacted], and I had a loan through [redacted] Union approximately 8 years ago. Due to me being in the military, I had several deployments that came up last notice. My pay got messed up while I was out causing my automatic payment to not go through. Due to being on submarines communication was severely limited. My mother called in with power of attorney, however they said it was insufficient for them to let her pay since she had my power of attorney but that wasn't enough for whatever reason. I came back caught up on payments only to deploy again. I went into the branch made sure she would be good to make payments, however when I returned I was informed that after transferring from the command that the car was repossessed shortly after I moved. I think the fact that they didn't let my mother transfer money from my account to my loan with a power of attorney is ridiculous. However I accept they are a business and have their practices. However I was told that it would initially remain on my credit report until May 2016 and just got off the phone with someone who told me it would now be 2018. This is absolutely unsat how they seem to keep changing things to make it hurt me as the consumer at their discretion. I want this off my credit report as we tried to take care of everything with the power of attorney and they refused it. Secondly after reverifying the information between deployment 2 and 3 they refused again. Thirdly changing the dates for it coming off my credit report is completely messed up. This absolutely needs to be fixed now. Thank you for your time and consideration.

Very Respectfully,

[redacted]Desired Settlement: I want this taken off all three credit reports as we tried taking care of this and it's not my fault they wouldn't take payment at the time, and changing the dates for it to fall off my credit report.

Business

Response:

Response to the

Revdex.com

Due to privacy concerns we can only provide you with a

limited response to Mr. [redacted]’s complaint.

A detailed review of his loan history and discussions with credit union

personnel clearly indicates that deployments were not responsible for his stated

payment problems as alleged. We were never

given a Power of Attorney document from Mr. [redacted] or his mother, we never

prevented him or his mother from making loan payments and his vehicle was only

repossessed after repeated attempts, over the course of several years, to

resolve the matter with Mr. [redacted]. Although

his loan history would normally stay on the credit report until 11/26/19 per

the credit bureau standards, we will take it off a year earlier since Mr.

[redacted] was recently told that by a credit union staff member. We will contact Mr. [redacted] to relay this

information to him.By: John D[redacted] Charter Oak Federal Credit Union

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sir/Maam,

I do not accept the response to the business. The phone conversation that I had with them on Friday, 08JAN2016 at 1548 central time, in no way discussed the status of the deployments causing the issue. They stated that they never received a copy of the power of attorney, however I had walked a copy into the bank myself to make sure that it was what they needed. They even informed me that they do not take general powers of attorney and I had to go back and get a specific power of attorney. I did that went back made sure it was good myself. I FedEx’d a copy to my mom to make sure. I am unsure as to how they are making the conclusion that deployments were not responsible for the situation, when had I not been deployed there would have been no issue. Had the business refused the power of attorney it also wouldn’t have been an issue.

Yet again I was given a new date for when it would come off my credit report. However they would take it off of my report the second date that they told to me. I still request that this be removed from all three credit reports, as had I not been deployed, and the power of attorney been accepted this would not have been an issue. I did everything I could to mitigate the situation head of time, and it was refused by the business. Thank you for your time and consideration.

Very Respectfully,

[redacted] W. [redacted]

Sincerely,

Business

Response:

Response to

the rejection

We again reviewed his loan history and collections notes in

great detail and discussed them with the Collections Department manager and her

assistant. This review indicated that

Mr. [redacted] never presented or mentioned a Power of Attorney (POA) to this credit

union nor would a POA be required in order for someone to make a loan payment

on his behalf. In fact, his mother made

a payment on his behalf on 9/2/09 with no POA required.

Mr. [redacted]’s performance became a problem with his first

scheduled loan payment and lasted for nearly three years. In an effort to contact Mr. [redacted], a

collector called his mother on 7/20/09 only to learn he had shipped the

automobile to [redacted] where he apparently was newly stationed. When the collector was able to contact him on

8/4/09 Mr. [redacted] said he had left the car with a friend who was trying to

sell it for him. He wouldn’t say where

the vehicle was. In a conversation with

Mr. [redacted] on 6/7/10, he informed the collector that his [redacted] had the

vehicle in [redacted]. We were not given

any further information on his sister.

On 11/8/10 Mr. [redacted] said that he took the vehicle back from his

[redacted] since she wasn’t making the loan payments but he wouldn’t tell the

collector where the vehicle was.

Eventually the vehicle was repossessed in [redacted] on 5/26/11.

In summary, Mr. [redacted] was not truthful when communicating

with the credit union over the course of nearly three years, nor has he been

truthful with his complaint to the Revdex.com.