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August 4, To Whom It May Concern, Upon receipt of the complaint notification and file review, the referenced complainant joined Hiway Federal Credit Union® (Hiway) on 02-24-2016, through an indirect refinance program Hiway maintains via a partnership with rateGenius®, out of Austin, Texas Membership at Hiway was only possible through a $donation to the Minnesota Parks and Recreation Foundation and a $share savings deposit requirement, for a total cost of $15.00, which was collected from the member at loan disbursement Our participation in the indirect loan program with rateGenius requires their lenders to provide membership information and disclosures to applicants, and Hiway retains copies of these electronically signed documentsHiway strives to provide unparalleled service to our members; and if we’re not reaching that goal we do want to knowWe intend to follow up with the rateGenius program and Hiway Associates to reaffirm the required quality control requirements for the membership process and ongoing customer service With regard to the complainant not understanding the title being held at Hiway, please refer to the State of Missouri title rules These rules indicate the title is retained by the lender until the debt has been satisfiedThe complainant’s title was mailed from Hiway on 07-28-2016, to the credit union that her loan was transferred toA GAP waiver addendum that the complainant signed, states that after days no refund of the GAP premium she purchased would be refundable However, as a matter of courtesy and service, we have refunded the member the entire GAP coverage fee of $We have also credited the account for the $in membership funding A check in the total amount of $will be sent to the complainant on 08-05-We have attached sample blank documents as supporting evidence regarding this complaint Please feel free to contact me if there are any additional questions regarding this complaintSincerely, Diane [redacted] Director of Member Experience and Member Advocate Hiway Federal Credit Union ###-###-####

Hiway Federal Credit Union worked with Ms [redacted] to correct any errors made regarding her account since April of As of July 2017, her Visa account was correct, current with a July payment paid, and no late reports to the Credit BureauPlease see a prior Revdex.com complaint by Ms [redacted] for verification of this informationHiway Visa payments are due each month by the 13th of the month, and no payment was received in August of Ms [redacted] has been sent statements each month showing what payments were received and how much was owed and/or delinquent since account inceptionAt this time, enough has been paid to show all payments paid, however, August payment was paid late I have previously provided my direct contact information to Ms [redacted] and asked her to contact me if she had any questions about her account at any time, as has our Card Services ManagerAlong with providing monthly statements, the credit union is here to answer questions and assist her in understanding the status of her account at all timesPlease contact me with any questions or follow up, Sincerely,Diane [redacted]

Rate Genius’s Quality Assurance team pulled some of the calls they indicate they had with the customer and reviewed them again, and the notes for two specific calls are provided belowTheir understanding is that the customer was fully aware of the loan and all that it entailed.Break down of calls:GAP: Call in bound 12/8/10:38a from number ###-###-#### to [redacted] *** GAP disclosed and agreed upon by the client at 4:00-5:into callCustomer was explained that it was not and is never requiredHe stated he wanted to have it on the loanACH: Call in bound 12/8/10:59a from number ###-###-#### to [redacted] *** Discussed auto pay at :into callExplained that the lender gives a discount for itCustomer stated his current loan is set up that way, and it is the way he wants to keep itAgain, the customer signed an auto-payment (ACH) slip and provided a voided check to begin set-upHiway has had several conversations with Rate Genius, so they too are aware the members was not satisfied at the outcome of this loan, and have worked with us to answer all of our and the members questions In our response to the members’ complaint, we have met and/or offered terms to meet his requests: 1) The non-sufficient fund fee was refunded to the members account 2) The member was provided a number to call to receive a full refund of GAP insurance3) With appropriate documentation and/or signatures, we can remove the auto-payment set up from the loan, however, the rate of the loan would then be higher by the it was discounted Sincerely, Hiway Federal Credit Union

I am rejecting this response because:
calls, really? 15? Where I requested your insurance? I closed on my home in Aug of 2016, and at that time I increased my coverage through usaa, my current insurance carrier, to the maximum levelsNot only does my insurance cover any gap between my automobiles value and the loan balance, but I could crash into a Lamborghini Gallardo and be coveredI did this in August at the recommendations of my finacial advisor in order to protect my home in case of an accidentSo, why, would I call your preferred partner times in December and request to purchase unneeded insurance from some fly by night company? Your response is frought with lies, which doesn't suprise me

Revdex.com - Thank you for making us aware of this complaint from MrC. MrC worked with our preferred partner, Rate Genius to apply for a vehicle loan at Hiway Federal Credit Union(Hiway) In speaking with Rate Genius, they documented calls with MrC in which he requested insurance
coverage, and signed up for automatic payments on his loan. There is no requirement to ever purchase any insurance on any of our loans We have a request for automatic payments form, signed by MrC, authorizing automatic payments, along with a copy of a voided check he was asked to provide to sign up. MrC also received a rate discount of on his rate for opting in for automatic paymentWe attempted to contact MrC when he notified us of his complaint, which was the same day we were notified of a complaint with you, the Revdex.com. A message was left on the home phone # we have for MrC, but the call was not returned. A few days later, another message was left on the home voicemail again, and we called the phone number we had for MrC at work, in case the home number was not workingMrC answered the phone at work and was not initially open to being helped with his concerns. However, we were able to tell him all he needed to do to opt out of insurance coverage is to call and request it, and we provided him with the toll-free number that he can call to request cancellation and refund of any fees he paid for insurance. We also gave MrC the name of an Advocate at Hiway who could help or answer other questions for him if he continued to have any concernsEven though MrC was set up for auto-pay, he made a payment separately, so when his automatic payment generated and drew him negative, it caused a non-sufficient fund fee. That fee was refunded to MrC's account immediately due to those circumstancesTo date, we have not heard back from MrC, and we have addressed his concerns and offered solutions to them

August 4, 2016 To Whom It May Concern, Upon receipt of the complaint notification and file review, the referenced complainant joined Hiway Federal Credit Union® (Hiway) on 02-24-2016, through an indirect refinance program Hiway maintains via a partnership with rateGenius®, out of Austin,...

Texas.  Membership at Hiway was only possible through a $10.00 donation to the Minnesota Parks and Recreation Foundation and a $5.00 share savings deposit requirement, for a total cost of $15.00, which was collected from the member at loan disbursement.  Our participation in the indirect loan program with rateGenius requires their lenders to provide membership information and disclosures to applicants, and Hiway retains copies of these electronically signed documents. Hiway strives to provide unparalleled service to our members; and if we’re not reaching that goal we do want to know. We intend to follow up with the rateGenius program and Hiway Associates to reaffirm the required quality control requirements for the membership process and ongoing customer service.   With regard to the complainant not understanding the title being held at Hiway, please refer to the State of Missouri title rules.  These rules indicate the title is retained by the lender until the debt has been satisfied. The complainant’s title was mailed from Hiway on 07-28-2016, to the credit union that her loan was transferred to. A GAP waiver addendum that the complainant signed, states that after 60 days no refund of the GAP premium she purchased would be refundable.  However, as a matter of courtesy and service, we have refunded the member the entire GAP coverage fee of $499.00. We have also credited the account for the $15.00 in membership funding.  A check in the total amount of $514.00 will be sent to the complainant on 08-05-16. We have attached sample blank documents as supporting evidence regarding this complaint.  Please feel free to contact me if there are any additional questions regarding this complaint. Sincerely, Diane [redacted] Director of Member Experience and Member Advocate Hiway Federal Credit Union ###-###-####

Dear Revdex.com, We have been working with the referenced consumer since report of error was brought to the attention of our Senior Management team. There were errors made in the issuing of a credit card, but once brought to my attention, the card was reissued correctly, and any...

fees or incorrect charges were reversed. Because this all happened over a time when the payment first because due, the consumer was reported delinquent to the credit bureau. However, we have made adjustments to the credit bureau reporting since March of 2017 and made the next payment due July 2017. Payments could be made at any time during the process and have not been, and we feel that Hiway has been more than fair in accommodating the error that started the problem to begin with. We have apologized to the consumer, taken the necessary steps to make sure this type of error won't happen again, and followed up with the proper staff in addition to improving our process. We began with a mistake, but have rectified that and always work to make sure our members receive the best service possible. Sincerely, Diane [redacted] ~ Hiway Federal Credit Union ~ Director of Member Experience / Member Advocate

Hiway Federal Credit Union worked with Ms. [redacted] to correct any errors made regarding her account since April of 2017. As of July 2017, her Visa account was correct, current with a July payment paid, and no late reports to the Credit Bureau. Please see a prior Revdex.com complaint by Ms. [redacted] for verification of this information. Hiway Visa payments are due each month by the 13th of the month, and no payment was received in August of 2017. Ms. [redacted] has been sent statements each month showing what payments were received and how much was owed and/or delinquent since account inception. At this time, enough has been paid to show all payments paid, however, August payment was paid late.  I have previously provided my direct contact information to Ms. [redacted] and asked her to contact me if she had any questions about her account at any time, as has our Card Services Manager. Along with providing monthly statements, the credit union is here to answer questions and assist her in understanding the status of her account at all times. Please contact me with any questions or follow up, Sincerely,Diane [redacted]

Rate Genius’s Quality Assurance team pulled some of the 15 calls they indicate they had with the customer and reviewed them again, and the notes for two specific calls are provided below. Their understanding is that the customer was fully aware of the loan and all that it entailed.Break down of calls:GAP: Call in bound 12/8/16 10:38a from number ###-###-#### to [redacted] GAP disclosed and agreed upon by the client at 4:00-5:10 into call. Customer was explained that it was not and is never required. He stated he wanted to have it on the loan. ACH: Call in bound 12/8/16 10:59a from number ###-###-#### to [redacted] Discussed auto pay at :50 into call. Explained that the lender gives a discount for it. Customer stated his current loan is set up that way, and it is the way he wants to keep it. Again, the customer signed an auto-payment (ACH) slip and provided a voided check to begin set-up. Hiway has had several conversations with Rate Genius, so they too are aware the members was not satisfied at the outcome of this loan, and have worked with us to answer all of our and the members questions.  In our response to the members’ complaint, we have met and/or offered terms to meet his requests: 1) The non-sufficient fund fee was refunded to the members account 2) The member was provided a number to call to receive a full refund of GAP insurance3)  With appropriate documentation and/or signatures, we can remove the auto-payment set up from the loan, however, the rate of the loan would then be higher by the .30 it was discounted.  Sincerely, Hiway Federal Credit Union