Community Trust

I am rejecting this response because: In response to complaint ID #11681813. Self-Help Credit Union agreed to finance a $5,loan to me to purchase a Ford F-from a private seller by the name of *** ** ***. However, during the transaction on 6-2-16, Mr*** provided what "appeared" to be an original copy of the title, with no lien holderI feel a proper title search should have been conducted at this time by Self-Help Credit Union, as it is customary for any financial institution to insure they are protecting their best interests In regards to Self-Help Credit Union adding their institution as the lien holder, the paperwork is supposed to be legally done in the state of California in days, with DMV. However, Self-Help Credit Union did not approach DMV until August 18, 2016, due to understaffing. This is two months after the initial transaction took place with Mr***. Upon going to DMV in August, Self-Help Credit Union discovered there was another lien with Title *** in Modesto, CA. Mr*** gave Self-Help Credit Union a title. My point is, had they done a proper title search prior to giving me the loan they would have found the vehicle had a lien on it, therefore, not giving the loan to me. Mr*** did not inform me he had a lien against his vehicle, nor did he mention this fact to Self-Help Credit Union. He clearly had the intent to defraud Self-Help Credit Union and myself. Therefore, I feel the loan should be washed from me and that Self-Help Credit Union should take legal action against Mr*** for the $5,they loaned meIn regards to Section in Self-Help Credit Union Security Agreement, I have no collateral to show and I am still paying on a loan in which I do not have the vehicle in which to pay on, nor does Self-Help Credit Union have a title on the vehicle to show collateral

Revdex.com:I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am writing in response to Complaint ID# 11681813: *** ** ***, which we received August 28th Thank you for bringing this matter to our attention and giving us an opportunity to respond to the complaintSelf-Help Federal Credit Union strives to provide all members with exceptional
service and supportWhen we learn about problems are member are facing, we are quick to investigate the situation and provide solutions within a timely mannerWith respect to Complaint ID# 11681813, Self-Help Federal Credit Union agreed to finance a vehicle purchase for Mr*** from a private party sellerDuring the transaction the seller provided an original copy of the title with no lienholdersWhen we approached the DMV to add us as lienholder they uncovered that there was already a lienholder on the titleWe reached out to the existing lienholder and they advised us that the seller had used the title as collateral and was in default on the seller’s obligationWe empathize with the frustration that Mr*** is feeling, as it appears he has been defrauded by the sellerHowever, we note that Section of our Security Agreement with Mr***, he, as our borrower, must ensure that our security interest in the collateral is shown on the titleThere is a sales contract between by Mr*** and the seller which is signed by both partiesWe advised him that we would support him in any legal action that he may take against the seller and we are happy to provide documentation that would assist in his caseIf you would like to further discuss this matter, please do not hesitate to contact meSincerely, *** *** Member ServicesSelf-Help Federal Credit Union

RE: Complaint ID# [redacted]: [redacted] To whom it may concern: I am writing in response to Complaint ID# [redacted]: [redacted]: [redacted], which we received April 08, 2015. Thank you for bringing this matter to our attention and giving us an opportunity to respond to the complaint. Here at...

Self-Help Federal Credit Union, we strive to provide all members with exceptional service. When we learn about complaints, we are quick to investigate the situation and resolve any issues or inconveniences to our members within a timely manner. With respect to Complaint ID# [redacted], please be assured that we followed all legal requirements pertaining to funds availability. Our Truth-in-Savings Disclosure states, “If members make a deposit after close of business or on a day we are not open, we will consider that the deposit was made on the next business day we are open” (p. 23). Here are the details of the transaction in question: o Sunday 4/5/15- Member made deposit of $160 at the Riverbank branch ATM (this is NOT a business day. So the deposit is considered, for hold purposes, as being made on the next business day we are open). o Sunday 4/5/15- $100 is immediately made available to the member (NOTE: this is not a legal requirement but is our policy as a courtesy to our members). o Sunday 4/5/15 – Member made a $100 transfer to another account through online banking which brought her available balance down to $4.35. o Monday 4/6/15– is considered the “Day of Deposit” o Tuesday 4/7/15– is the next business day and the next $100 is required to be released (in this case the entire remaining amount of the deposit of $60 released at 8:00pm) o Note– Any transaction (debits in this case) will only clear if funds are available. Because the funds in this account were being held as per our funds availability, we returned transaction presented for payment for insufficient funds. We strongly encourage members to make purchases or pay debts using funds in their accounts that are available with no holds. Members who attempt to “time” transactions or make a purchase and or commit to paying a debt prior to depositing funds and or not allowing enough time for holds to expire are taking a risk; transactions can be presented for payment prior to a deposit being made available or a hold expiring (as was the case with this complaint) and causing fees. Our investigation found we had not erred and followed our funds availability disclosure precisely. However, given the circumstances and the time our member took to file this complaint, we refunded the NSF fees we charged totaling $100 as a courtesy. Beyond providing our members with the exceptional service they deserve, we are committed to providing products and services that are both transparent, competitive and fair. I apologize for any inconvenience this may have caused our member and if you would like to further discuss this matter, please do not hesitate to contact me. Sincerely, Member Services Self-Help Federal Credit Union

Review: After a robbery in 2008 we experienced id theft for several years (2008-mid 2014), after spending a few years and a few thousand dollars having all of the issues fixed I still have 2 lingering accounts on my credit reports. Butte Federal CU now Self-Help Federal CU/Community Trust had reviewed my information last year and agreed to remove the fraudulent/negative information from Experian. Recently after pulling my Transunion & Equifax reports I see they are now reporting the accounts to those bureaus. After calling Tom at Self-Help FCU he promised they do not report to anyone except for Experian, he claims TU & EQ must have gathered the information from Experian before it was removed. After speaking with TU & EQ they claim Self-Help FCU does have a contractual relationship with them and they are reporting it. So basically I'm getting the run around from Tom at Self-Help FCU, he asked for my police and FTC reports and I provided it to him. Now he won't return my calls, emails or faxes regarding the matter, I explained to him I am in the middle of refinancing and these negative accounts & charge offs from the fraudulent accounts are causing me financing issues. I do not have a bad payment history with any accounts that actually belong to me 6-7 years of account history proves that. Tom claims that Self-Help FCU would not ever open an account for someone perpetrating id theft, apparently they are experts at determining if the person applying for accounts is the real person or an impostor.Desired Settlement: Immediately remove any reporting to the credit bureaus regarding the accounts that I have identified in writing to be fraudulent. I have spoken with [redacted] on multiple occasions regarding these accounts his phone number is [redacted] The negative information is costing me money everyday due to credit denials for financing.

Review: On 3/13/2014, I received a letter dated 3/10/2014, notifying me that I owed $3.00 for an overdraft fee. On 3/17/2014, I spoke with a lady In the collections department. She told me that the fee was because I have not gone online and selected I wanted to receive e-statements. She also told me that the last time I had used this account was December 2012.

When I opened this account I was given an ATM card. I was told that I could only use it at the West Oakland, Ca ATM. I do and have lived in Las Vegas, Nv for over five years. It is not humanly possible for me to access their ATM, so I cut up the card.

February 2014, I called this establishment and asked if I even still had an open account, to which I learned I still do. I also asked if they secured loans and secured credit cards. The associate did send me an application in the mail. I have yet to open the envelope as I have not decided if I wish to take such steps.

Let me be VERY clear, $3.00 is not a major concern to me, it is the principal.

The lady in the collections department told me they changed their policy January 2013. What has me up in arms is that I was sent notification some fifteen months AFTER the fact, not even a day prior. This is improper.

I wish to have this $3.00 charge reversed.

I have JUST gotten off the phone speaking with an telephone associate telling me that the reason I am being changed $3.00 is because I do not have a $300 daily balance in my checking account.

Now I am getting upset.

From speaking with the collections department and speaking with a telephone associate I have been given two different reasons why I am being changed this amount.

Based on what the telephone attendant has just told me I am going to close this account.

I had thought of keeping this account open, in the case I did decide to open a loan, however, if I am going to be changed for not letting them use my money, it is not worth it.

I do, however, want to follow through with this complaint.

The reason I spoke with the telephone associate was because I was not able to access my account to sign up for the e-statements. The associate told me that I HAD ALREADY signed up for such process and she did not understand why I was told I had not. She also said the last time I accessed this account was January 11, 2013.

I did still have them in mind to open a loan account, but if this is how they are going to treat me, yes I think the best thing to do is keep working with the institutions I already do business with and part ties with this institution.

I request my accounts closed and my current funds returned to me.

I think I also deserve an apology for the lie I have been told, either by the telephone associate or the collections department associate. I also want an apology from the collections department for threatening me.Desired Settlement: That they get their story straight, that they reverse this $3.00 charge, they apologize for threatening me, they close my account.

Business

Response:

Dear Lamar,

We sincerely apologize for any inconveniences we may have caused you. We also want to thank you for taking time to share your experience with us through the Revdex.com. We always appreciate the opportunity to respond to our member concerns.

After a review of the details presented in your complaint with the Revdex.com, we found that the $3.00 fee was reversed on March 24, 2014 by one of our account representatives and that your account has not incurred any account service fees since. That said, we want to once again apologize for the lack of clarity we may have displayed in our messaging about account services and fees. We take full responsibility for our communication and seek to quickly correct problems or issues we may have caused.

Be assured we will work diligently to clearly communicate the features and benefits of our products and services. We seek to be as transparent as possible in the delivery of our products and services. What is more, our staff is trained to interview each member opting to open or add a new product or service to offer only those products and services that the member needs. As a credit union, our members come first!

Please do not hesitate to contact us if we can be of any further assistance. We know you have many choices when choosing a financial institution so, we are very thankful you have chosen Self-Help Federal Credit Union.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I bank at Community Trust Credit Union I deposited CASH into the ATM on 4/5/15. I deposited $160 which only $100 was available that day, which was fine. I had paid a bill with the $100 I deposited. The cash deposit of $60 which remained on hold was not released the following day. I was waiting for Gym dues to come out of my account on 4/7/15 and that is why I deposited $160. I checked my account online the morning of 4/7/15 my funds were still on hold, and the gym dues had not come through yet. I checked that afternoon and I noticed my account was $39.55 over drawn so I called the bank. I was advised that my cash deposit would be on hold for 2 business days and it would not be released until 4/7/15 at 8pm! The bank returned my gym membership dues and charged me $25 for each draft that had come through which would be (4). So the bank took the $60 that was on hold! and overdrawn my account $39.55. when I spoke to someone at the bank she advised me that she could only reverse (2) of the fees.. So I agreed. But when I checked my account again there was only $10.35 in my account. I don't understand why they have to hold CASH for 2 business day and not release the funds until 8pm that is after business hours? So I am charged $25 for each NSF (4) by the bank when they can clearly see that I have the funds in my account but they have the funds on hold! My gym dues where returned to my Gym so now I owe them $15 x 4 and then they are going to charge me $25 x 4 for return fees. This is going to cost me $260 plus my bank is still charged me $39.55 over draft fees. I feel the bank should of paid my gym dues because they can clearly see I have the $60 on hold from a CASH deposit? Why is a CASH deposit on hold?Desired Settlement: I would like the bank to pay my gym dues which the money was in my account. I would like them to give my account the credit for the NSF fee that Community Trust Credit Union charged me $25 x 4 and I would like them to pay for the return fees to my Gym $25 x 4 [redacted].

Business

Response:

RE: Complaint ID# [redacted]: [redacted] To whom it may concern: I am writing in response to Complaint ID# [redacted]: [redacted]: [redacted], which we received April 08, 2015. Thank you for bringing this matter to our attention and giving us an opportunity to respond to the complaint. Here at Self-Help Federal Credit Union, we strive to provide all members with exceptional service. When we learn about complaints, we are quick to investigate the situation and resolve any issues or inconveniences to our members within a timely manner. With respect to Complaint ID# [redacted], please be assured that we followed all legal requirements pertaining to funds availability. Our Truth-in-Savings Disclosure states, “If members make a deposit after close of business or on a day we are not open, we will consider that the deposit was made on the next business day we are open” (p. 23). Here are the details of the transaction in question: o Sunday 4/5/15- Member made deposit of $160 at the Riverbank branch ATM (this is NOT a business day. So the deposit is considered, for hold purposes, as being made on the next business day we are open). o Sunday 4/5/15- $100 is immediately made available to the member (NOTE: this is not a legal requirement but is our policy as a courtesy to our members). o Sunday 4/5/15 – Member made a $100 transfer to another account through online banking which brought her available balance down to $4.35. o Monday 4/6/15– is considered the “Day of Deposit” o Tuesday 4/7/15– is the next business day and the next $100 is required to be released (in this case the entire remaining amount of the deposit of $60 released at 8:00pm) o Note– Any transaction (debits in this case) will only clear if funds are available. Because the funds in this account were being held as per our funds availability, we returned transaction presented for payment for insufficient funds. We strongly encourage members to make purchases or pay debts using funds in their accounts that are available with no holds. Members who attempt to “time” transactions or make a purchase and or commit to paying a debt prior to depositing funds and or not allowing enough time for holds to expire are taking a risk; transactions can be presented for payment prior to a deposit being made available or a hold expiring (as was the case with this complaint) and causing fees. Our investigation found we had not erred and followed our funds availability disclosure precisely. However, given the circumstances and the time our member took to file this complaint, we refunded the NSF fees we charged totaling $100 as a courtesy. Beyond providing our members with the exceptional service they deserve, we are committed to providing products and services that are both transparent, competitive and fair. I apologize for any inconvenience this may have caused our member and if you would like to further discuss this matter, please do not hesitate to contact me. Sincerely, Member Services Self-Help Federal Credit Union

Business

Response:

RE: Complaint ID# [redacted]: [redacted] To whom it may concern: I am writing in response to Complaint ID# [redacted]: [redacted]: [redacted], which we received April 08, 2015. Thank you for bringing this matter to our attention and giving us an opportunity to respond to the complaint. Here at Self-Help Federal Credit Union, we strive to provide all members with exceptional service. When we learn about complaints, we are quick to investigate the situation and resolve any issues or inconveniences to our members within a timely manner. With respect to Complaint ID# [redacted], please be assured that we followed all legal requirements pertaining to funds availability. Our Truth-in-Savings Disclosure states, “If members make a deposit after close of business or on a day we are not open, we will consider that the deposit was made on the next business day we are open” (p. 23). Here are the details of the transaction in question: o Sunday 4/5/15- Member made deposit of $160 at the Riverbank branch ATM (this is NOT a business day. So the deposit is considered, for hold purposes, as being made on the next business day we are open). o Sunday 4/5/15- $100 is immediately made available to the member (NOTE: this is not a legal requirement but is our policy as a courtesy to our members). o Sunday 4/5/15 – Member made a $100 transfer to another account through online banking which brought her available balance down to $4.35. o Monday 4/6/15– is considered the “Day of Deposit” o Tuesday 4/7/15– is the next business day and the next $100 is required to be released (in this case the entire remaining amount of the deposit of $60 released at 8:00pm) o Note– Any transaction (debits in this case) will only clear if funds are available. Because the funds in this account were being held as per our funds availability, we returned transaction presented for payment for insufficient funds. We strongly encourage members to make purchases or pay debts using funds in their accounts that are available with no holds. Members who attempt to “time” transactions or make a purchase and or commit to paying a debt prior to depositing funds and or not allowing enough time for holds to expire are taking a risk; transactions can be presented for payment prior to a deposit being made available or a hold expiring (as was the case with this complaint) and causing fees. Our investigation found we had not erred and followed our funds availability disclosure precisely. However, given the circumstances and the time our member took to file this complaint, we refunded the NSF fees we charged totaling $100 as a courtesy. Beyond providing our members with the exceptional service they deserve, we are committed to providing products and services that are both transparent, competitive and fair. I apologize for any inconvenience this may have caused our member and if you would like to further discuss this matter, please do not hesitate to contact me. Sincerely, Member Services Self-Help Federal Credit Union

Business

Response:

RE: Complaint ID# [redacted]: [redacted] To whom it may concern: I am writing in response to Complaint ID# [redacted]: [redacted]: [redacted], which we received April 08, 2015. Thank you for bringing this matter to our attention and giving us an opportunity to respond to the complaint. Here at Self-Help Federal Credit Union, we strive to provide all members with exceptional service. When we learn about complaints, we are quick to investigate the situation and resolve any issues or inconveniences to our members within a timely manner. With respect to Complaint ID# [redacted], please be assured that we followed all legal requirements pertaining to funds availability. Our Truth-in-Savings Disclosure states, “If members make a deposit after close of business or on a day we are not open, we will consider that the deposit was made on the next business day we are open” (p. 23). Here are the details of the transaction in question: o Sunday 4/5/15- Member made deposit of $160 at the Riverbank branch ATM (this is NOT a business day. So the deposit is considered, for hold purposes, as being made on the next business day we are open). o Sunday 4/5/15- $100 is immediately made available to the member (NOTE: this is not a legal requirement but is our policy as a courtesy to our members). o Sunday 4/5/15 – Member made a $100 transfer to another account through online banking which brought her available balance down to $4.35. o Monday 4/6/15– is considered the “Day of Deposit” o Tuesday 4/7/15– is the next business day and the next $100 is required to be released (in this case the entire remaining amount of the deposit of $60 released at 8:00pm) o Note– Any transaction (debits in this case) will only clear if funds are available. Because the funds in this account were being held as per our funds availability, we returned transaction presented for payment for insufficient funds. We strongly encourage members to make purchases or pay debts using funds in their accounts that are available with no holds. Members who attempt to “time” transactions or make a purchase and or commit to paying a debt prior to depositing funds and or not allowing enough time for holds to expire are taking a risk; transactions can be presented for payment prior to a deposit being made available or a hold expiring (as was the case with this complaint) and causing fees. Our investigation found we had not erred and followed our funds availability disclosure precisely. However, given the circumstances and the time our member took to file this complaint, we refunded the NSF fees we charged totaling $100 as a courtesy. Beyond providing our members with the exceptional service they deserve, we are committed to providing products and services that are both transparent, competitive and fair. I apologize for any inconvenience this may have caused our member and if you would like to further discuss this matter, please do not hesitate to contact me. Sincerely, Member Services Self-Help Federal Credit Union

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.