Citizens Community Federal Bank

The consumer referenced above submitted a complaint to the Revdex.com which involved Citizens Community Federal. Enclosed is a copy of the letter (and attachments) sent to Mr*** on November 13, 2015, from Citizens Community Federal, in response to a complaint filedIf you have any questions or
comments regarding the complaint filed with the Revdex.com by Mr***, please contact me at *** *** ***.I am writing today in response to a letter received from the Revdex.com (Revdex.com) regarding your complaint of assessed NSF fees against your CCF Bank account. Our records indicate Comcast attempted a withdrawal of funds on 09/29/against your account for payment owed to themAt the time of your inquiry to the Bank regarding the withdrawal of funds, our Branch Representative contacted Comcast to attempt resolution on your behalf. Comcast indicated they would not reverse the charge to your account and since your account lacked the funds to cover the withdrawal from Comcast, a NSF fee was assessed against your account with us. Please refer to the “Service and Fee Schedule” provided to you at account opening on 08/26/for information on NSF fees.At CCFBank we strive to provide the best service, products and financial solutions to our customers within State and Federal Laws and Regulations. If you have any other questions or concerns regarding this matter please call me at 507-386-0200Sincerely,*** ***District Manager

This bank took their time on my loan application - after waiting 15 days I finally have a response, while anywhere else in this industry would have been back to me within hours. The worst part beyond this was that I had contacted the bank without a response from the loan officer for days. They left me completely on the hook stating they should have an answer next day and it took 15 days.
Would NEVER recommend this place to anyone after wasting my time - I will move my accounts elsewhere. They obviously don't care about their customers at all with this attitude, you may as well just be another number to them.

Review: A canceled payment was attempted to process without my consent causing 2 overdraft fees at no fault of my own. The party requesting the payment did not receive the money. I spoke with the Brooklyn Park MN head teller who also called the offending party to no avail to recoup the fees. I am asking for a simple refund of the incured fees to which the district manager of said branch has been completely unwilling to assist with the matter without the decency to even bother reaching out to me in and form or capacity. This entire experience has left a very bad taste in my mouth and it is shocking seeing the low customer service standards I have encountered trying my best to get this resolved.Desired Settlement: My desired outcome is just a refund of the 2 fees incured by CCF.

Business

Response:

The consumer referenced above submitted a complaint to the Revdex.com which involved Citizens Community Federal. Enclosed is a copy of the letter (and attachments) sent to Mr. [redacted] on November 13, 2015, from Citizens Community Federal, in response to a complaint filed. If you have any questions or comments regarding the complaint filed with the Revdex.com by Mr. [redacted], please contact me at [redacted].I am writing today in response to a letter received from the Revdex.com (Revdex.com) regarding your complaint of assessed NSF fees against your CCF Bank account. Our records indicate Comcast attempted a withdrawal of funds on 09/29/2015 against your account for payment owed to them. At the time of your inquiry to the Bank regarding the withdrawal of funds, our Branch Representative contacted Comcast to attempt resolution on your behalf. Comcast indicated they would not reverse the charge to your account and since your account lacked the funds to cover the withdrawal from Comcast, a NSF fee was assessed against your account with us. Please refer to the “Service and Fee Schedule” provided to you at account opening on 08/26/2015 for information on NSF fees.At CCFBank we strive to provide the best service, products and financial solutions to our customers within State and Federal Laws and Regulations. If you have any other questions or concerns regarding this matter please call me at 507-386-0200Sincerely,[redacted]District Manager

Review: In January 2013 I purchased a boat from a local dealer and they helped with financing which went to Citizens Community Federal Bank (CCF). I traded in my old boat as part of the purchase. At the time of the purchase I contacted my Insurance company and informed them to transfer the insurance from the old boat to the new boat. They said that they needed the information on the new boat to know what the coverage would be. I gave them my boat dealer's phone number since I did not have any bank info at that time. A few months passed and I never heard anything so I assumed everything went fine with the insurance transfer.

Some time around May 2013 I received a letter from CCF indicating that I did not have an adequate insurance coverage on my boat. The letter stated that CCF could issue their own insurance if proof of coverage was not shown. I immediately called CCF and asked them how this could be since I had transferred my insurance when I bought the boat. They claimed that they had no record of insurance. I then gave CCF my insurance information and requested that they call them directly. I also called my insurance company which I found out at that time had changed agents. I was told that they had no information on a new boat and still had my old boat in their records as being paid up to date. I informed them of the situation with CCF and gave them CCF's phone number. Both CCF and my insurance said they would take care of it. Following this time I was out of town for work for three weeks.

Upon my return home in mid June 2013 I received a phone call from CCF telling me that they did not have insurance information from me. I called them immediately and they informed me that my insurance company never sent them any information. I then called my insurance company who stated tat they talked to CCF the same day I did previously and sent them my information. She said that she would send it again just in case and that she would call CCF to let them know she was sending it. I called CCF back sand told them that they would be hearing from my insurance company to get the information needed as I did not have the ability to send them what they were requesting. I asked that they call me back to let me know that everything was taken care of. She said she would call me back the next day. I waited almost a week and never heard back. I called CCF again and talked to a different person. I had to explain the entire situation over again to them. They told me that they didn't know what was going on other than they still had no insurance information. I again told the person on the phone to call my insurance company and handle it through them since they could provide the required information.

About a month passed and I did not hear anything from CCF or my insurance company so I again assumed that the situation was resolved. At the end of July 2013 I received a notice form CCF in the mail stating that I was past due for my loan payment. I knew this could not be because I had just made a payment the week prior. I though it might be a mistake so I called CCF with the number provided on the form which was the Wisconsin Rapids branch of CCF. I spoke with a gentleman there who told me that I was past due on my payment and asked when I would be making the payment. I told him that I had just made the payment. He stated that he did show the payment I made however I was still past due by over $200. I explained to him that I assumed it was because of the insurance issue and told him the whole story. He stated that he would see what he could do to help. I was directed to call the other branch office which is located in Wisconsin Dells. I spoke with a woman there and explained the situation to her as well. She stated that she would take care of it and get back to me. I never heard back form her.

About a week later on a Friday evening at 4:30 pm I received another call from a gentleman who asked when they could expect payment from me for the past due bill. I told him I was not paying for insurance coverage that was unnecessarily forced on me when I have already spoken to several different people who said they would help me and never get back to me. I told him that I had talked to the branch banks and they both said they would help. He advised that the branch banks have no authority to do anything other than what takes place at their respective branch. He could not answer why they said they would help me. He said he looked at my account and could see that I have been talking to several people and it looked as though [redacted] was the person I talked to more recently. I told him I wanted to talk to her. [redacted] then got on the phone and asked when I was going to pay the past due amount. I told her that I am not paying anything extra on top of my loan payment. [redacted] said that she was looking at my account and still showed no insurance information. I again told [redacted] to call my insurance company and get the information directly from them as I had nothing I could give her personally. [redacted] said that she would take care of it and if she didn't get back to me the same day it would be the following Monday.

I waited through the weekend and on Wednesday when I still had not heard from her I called back. [redacted] again told me that she didn't receive any information from my insurance company. I told her that I was getting very angry and I wanted this taken care of. [redacted] acted as though she did not care what I had to say. She may have been having a bad day so I will give her the benefit of the doubt on that day. Usually she at least pretends to care. [redacted] again stated that she would call again. After speaking to [redacted] I called my insurance company who told me that they have sent information to CCF both through email and fax. They said they could not figure out why CCF could not figure it out. At this time I was extremely irritated and didn't feel it was appropriate for me to call and vent my frustrations at [redacted] again so I waited to hear back from her.

After not hearing back for quite some time I drove to my insurance company office to get to the bottom of this ordeal. Before I went in I called to talk to [redacted] one more time. This time [redacted] said that she received my insurance information the last two times it was sent to her. I asked her why she lied to me then and said that she hadn't received anything. She had no response. [redacted] then turned the question on me and asked when I would be making the payment for the past due amount. I became very upset and told her that I was not going to pay anything extra because of her inability to do what was needed to help me out in the first place. I told her that I had just recently made a payment which was to be directed to my loan and not to the past due insurance. [redacted] said that it would be applied to the past due amount and she couldn't do anything about it. [redacted] said that she forwarded my insurance information to CCF's insurance to have it resolved. She said that it could take several weeks for them to process it because it is backed up. [redacted] said that she recommended that I pay for their insurance and it would be refunded when it was resolved. I told [redacted] I would absolutely NOT pay for their insurance when it was CCF that has this screwed up. [redacted] said that she would make a call to see where they were at with the insurance. I told [redacted] that I would appreciate a call back. She said she would call back to let me know what she found out.

I still have yet to hear back from anyone regarding this issue. It is now the first week of September 2013. I have received yet another past due notice from CCF which has since doubled. I immediately tried to call [redacted] directly. I received her voice mail. I left her a message to please call me back. After 40 min and no response I called her again. I again left a message for her to call me back. Still nothing. I called one last time in an attempt to speak to a supervisor. I left a message for Jill. I asked her to please talk to [redacted] and get back to me as I am getting the run around from everyone at CCF and nobody is willing to make the effort to help me out. I have yet to hear from anyone..........Desired Settlement: At the beginning I can see where there was confusion with my insurance. However since then I have taken every step possible short of hand delivering the information requested to CCF which is over 4 hours away from me. I can not believe that every single person I have talked to at CCF acts as though they really care to help only to have the door slammed in my face, so to speak. I would think that at least one person would have the decency to call me back to let me know how things are going rather than me having to call to question what is going on. This is a complete disregart for a customer and a complete lack of customer service at every level. I have never had such poor service from any company. My hope is that this matter is resolved withough destroyiong my credit as the last letter of past due notice is threatening. I should not be responsible for paying a fee that I should never have been billed for in the first place. This entire issue is based on the lack of communication directly on the part of CCF. Myself and my insurance company have teken every step requested by CCF with no results.

Consumer

Response:

On Sept 6 I called and left 2 messages for [redacted] at CCF. I also called and

left a message for [redacted] who I was told was a manager. I received a call

today, Sept 9 from [redacted] at CCF. She gave me a phone number for their

insurance company and said I should deal with them. I had asked her for

this info two months ago and she wouldn't give it to me. I contacted my

insurance who in turn contacted CCF's insurance. My insurance company

said it should be resolved in 24-48 hours. I will wait to see if that

happens this time.

Business

Response:

I received initial response from Bank staff working with the customer within 24 hours of Revdex.com complaint being received. I requested follow-up information today and expect to hear from staff within the next day or two to determine if this issue is resolved. Customer will be contacted by VP Retail through mail and/or phone after follow-up information is received.

[redacted] CRCM - VP Operations / Compliance Officer

Review: Money with withdrawn from my account without permission and I was charged fees for it. On numerous occassions they have put in withdrawals before deposits to ensure an overdraft fee for their business. Today they not only charged me an overdraft fee improperly but they also charged me a $10 fee to move 7¢ without my permission from savings to checking. I did not authorize this. I ask for the $45 returned to my account so that I may close it.Desired Settlement: $45 refund to my checking account.

Business

Response:

Investigation is underway regarding the fee concerns indicated in complaint. A letter will be sent to customer once investigation is complete indicating if the refund was given and if not, why. The Bank automatically posts deposits before withdrawals each business day to avoid unnecessary fees being charged to our customers. Documentation will be sent with letter supporting this statement.

Sincerely,

VP Operations / Compliance Officer