Counseling Therapy Practice of Gallup

Member's loan was paid off on April 20, Velocity will send a loan payoff letter to the member so she may process her GAP insurance refund.Thank you for your membership and we look forward to assisting you with your financial needs in the future

Complaint: [redacted] I am rejecting this response because:You did not respond to going into my account and taking out the loan payment and did not contact me and if I did not check my balance, would have had several transactions bounce Regards, [redacted]

Dear Mr [redacted] , Velocity Credit Union extends its apologies for the confusion regarding your loan payments We strive for excellent service in all aspects and are attempting to work with you directly to resolve your concerns promptly We sent the appropriate information and documentation to you two days ago We have not heard back from you as of this writing, but look forward to ensuring that there is no more confusion regarding this matter The Revdex.com should know that we have been working with you on this matter in an attempt to help you gain a better understanding of your loan status You have been encouraged to respond to us regarding our recent conversations and correspondence and we look forward to that communication

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted]

Tell us why here..Regarding the cash ATM deposit Mr [redacted] made on September 16, at 9:pm - $was released immediately per Regulation CC The difference of $was held for check writing until the deposit could be processed the following day The $was released to Mr [redacted] the following afternoon on September 17, It is our intent to show members their running balance and the balance that is available for usage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I have paid of the loan and will no longer do business with this credit union To fine someone for paying early or paying to much is an unacceptable way to do business for myself and my family We will not allow a rich corrupt credit union to cheat our family out of hard earned money Regards, [redacted]

I am writing in response to your complaint filed with the Revdex.com on August 3, We understand you have been in contact with our New Hope Branch staff and they have explained the difference between current and available balance and, as a courtesy, several fees have been removed We extend our apologies for the frustration and inconvenience that you have experiencedPlease know that we strive for excellent service in all interactions with our members

Complaint: [redacted] I am rejecting this response because:They still did not touch on the inconsistency on the procedure for when the item would officially be released and they still did not touch on the issue of one area on my statement saying there was a hold on a check when the deposit was cash Why would a cash deposit take a whole day to be deposited to the account They still did not respond to the issue of telling me I could not close my checkings account, they still did not respond to the issue of taking funds from my account when the account was not days deliquent Regards, [redacted]

Velocity Credit Union is happy to respond to this complaint in the fullest manner possibleHowever, the subject here is sensitive since it involves issues of financial confidentiality and data security protocolsVelocity has a long established history of positive customer service and faithful
response to Revdex.com inquiriesVelocity Credit Union also has a spotless record with regard to protecting the private information of its customers/members Velocity Credit Union has fully investigated Ms*** complaintIt is the type of complaint that receives the highest priority investigation since it involves an assertion that established security protocols may have been breachedUpon completion of this investigation, Velocity concluded beyond all doubt that no person employed by Velocity Credit Union or its online banking vendor changed Ms*** passwordFurther, we found no evidence of any kind of security flaw in our systems or that Ms*** password was changed by an unauthorized third partyThe investigation showed that the password change in question was initiated from an IP address associated with other online transactions that were processed by Ms*** and acknowledged by herWe provided Ms*** with a complete, written explanation of our investigation and its results During our investigation we also suggested to Ms*** several possible alternative scenarios where the password might have been changed by unknown persons outside Velocity Credit Union’s control (for example, hackers using viruses or similar exploits involving Ms*** computer systems or home network)Of course, Velocity Credit Union cannot analyze or investigate every possible explanation since that would include examination of computers, routers, networks, and individuals that are beyond our access or control, including the hardware, networks and software used by Ms***What we can be sure of is that the password change she describes was not done by our staff or vendor, there is no security flaw in Velocity systems, and there is no evidence the password was changed by any unauthorized individual We would also like to note that (1) no account funds have been jeopardized in any way, (2) no unauthorized transactions ever took place on Ms*** account and Ms*** has never asserted that unauthorized transactions were performed, (3) no unauthorized logins occurred using the password in question, (4) there have been absolutely no incidents like this reported by any other Velocity customer, and (5) there is no evidence that any unauthorized third party has gained information or access to any of Ms*** account fundsIt has been over days since the password change in question was performed In the recent past, Ms*** has been in contact with various members of the Velocity Credit Union management team regarding this matterDuring that time she asked to receive names of staff members who investigated her complaint, particularly those in Velocity’s technology departmentVelocity Credit Union has an established policy of not releasing full names of lower echelon staff members to the public or to customersThis is a fairly standard protocol in financial institutions to help protect employeesVelocity Credit Union management has the responsibility for ensuring that a thorough and accurate investigation took place, and we have done soThe names of our upper level management are available to Ms*** and those persons remain open to discussing this matter with her in an effort to fully resolve the issueIf Ms*** would like to speak to our Senior Vice President of Information Technology, that can be arranged upon her request Velocity Credit Union sincerely hopes that this explanation resolves the matterWe are convinced beyond all doubt that the online banking password change issue described by Ms*** did not occur due to actions of our staff or flaws in our systems

Velocity Credit Union has been in frequent contact with this consumer over a period of weeks regarding her auto loan. Due to consumer privacy and confidentiality constraints, Velocity is not at liberty to discuss the details of this account with Revdex.com or any third party other than to say that we
have dealt fairly with this consumer and in full accordance with the requirements of consumer protection regulations and the loan agreement she executed. Velocity has taken steps to validate that the communications we have had with the consumer have been appropriate and we have confirmed that a number of allegations made in her complaint are not accurate. We have sent a letter directly to the complainant addressing the Revdex.com complaint she lodged along with contact information she can use to speak with managers at Velocity Credit UnionWe are unable to share additional information with Revdex.com at this timeVelocity Credit Union commits to working with this consumer in any possible to reach a mutually agreeable outcome

Dear Ms*** ***, In response to your complaint filed with the Revdex.com on August 24, 2017, Velocity Credit Union extends its apologies for the delays and confusion with the refinance of your vehicle. Thank you for taking my call on August 31, 2017, after our conversation
it was apparent that the “lack of communication” after you submitted your application was extremely frustrating for youThe main concern for you was regarding late payments that would affect your credit report, however it was discovered that you had not actually been reported late to the credit bureau but instead a late fee was incurred due to the delays in our loan processingThese delays resulted in a shortage of the full payoff amount we sent to ChryslerAfter the error was discovered, we immediately paid off the small remaining balance which consisted of late fees on August 25, We strive for excellent service in all aspects and will be addressing these issues promptlyIf you have any additional questions, please contact me at *** Sincerely, *** ***
*** ** *** *** *** ***

In response to the complaint filed with the Revdex.com on November 2, 2017, by *** ***, Velocity Credit Union extends its apologies to Ms*** for her inconvenience and concernWe strive for excellent service in all aspects and value her membershipIn order to properly
respond to the complaint it is necessary to refer to the installment sales contract that was signed by Ms*** in September of 2016. That document controls and determines the duties and responsibilities of Velocity Credit Union and it describes how payments are posted to the loanEssentially, the loan contract states that payments are applied to (1) satisfy interest that is due and then (2) to reduce principal and, thereby, reduce finance charges over time. Ms*** made regular payments on the loan, often in amounts that exceed the required payment amount. However, it appears that she may have assumed that making larger individual payments would advance the loan due date into the futureThis is not correctThere is no provision in the contract that states that making larger payments than required will advance the loan due date (it simply retires principal faster)The way to make payments for multiple monthly due dates into the future is to send in multiple, individual paymentsMaking a larger payment this month, for example, would not also satisfy next month’s payment dueWe believe that, due to this misunderstanding, Ms*** thought her loan to be paid well into a future due date when, in fact, that was not the caseVelocity Credit Union realizes that it would be easy for Ms*** to assume that making larger payments than required would serve to advance due dates and “pay the loan ahead.” Therefore, to address and clear up this issue, and as a courtesy to Ms***, Velocity Credit Union has reimbursed all the late fees in the amount of $and credited them to her loan balance as of November 3, We have also forwarded a written apology and explanation to Ms***We sincerely hope this addresses Ms***’ concerns and explains the situation to her satisfaction

Prior to receiving this complaint from Revdex.com, Velocity Credit Union has already responded to accusations from this consumer on several occasionsThis includes several written responses that we have provided directly to the consumer and one provided through the Texas Credit Union Department, our
regulatory agencyHis complaints have been examined at the highest management level and Velocity’s President/CEO has responded to him in writingThe Texas Credit Union Department investigated the complaints and accusations made by Mr*** and issued a letter to Mr*** dated September 14, 2017. In that letter, the Department stated that “the credit union has investigated your concern and provided a response” and that “the agency will close its file on this matter.” Velocity Credit Union strenuously rejects and denies the accusations made by Mr***He is clearly on a mission to use every complaint channel available to him to put forth an unwarranted and unfounded personal attack against Velocity Credit UnionVelocity is precluded by privacy and confidentiality laws from disclosing to Revdex.com the precise details of the origin of Mr***’s negative attitude toward our organization and we are therefore at a disadvantage in defending our position since we cannot share all the factsHowever, Velocity Credit Union will not retreat from its position that it has handled Mr***’s account and relationship with us in compliance with all applicable rules and regulations. Additionally, Velocity has also upheld our own high service standards and commitments to our membershipThere will be no further response from Velocity Credit Union on this matter

Complaint: ***
I am rejecting this response because:
A few options listed here were not provided before. Nevertheless, Velocity’s overall response is unsatisfactory1) “We provided Ms*** with a complete, written explanation of our investigation and its results.” The written letter contains only words reassuring customer everything is fine. No concrete proofs provided only blames2) I requested name(s) of the IT personnel on staff that day to deal with the issue at hand, not names of such upper management who have no clues what happen within their organization. This information was not provided3) Although no funds were lost, my account confidentiality has been breached for a period of time since the last password change to 10/10/16. Whoever had access to my account had seen what they were not supposed to have seen. This may not be a big deal to all but it is to some, and it’s against the law. You don’t know and don’t care what they did with that information. I will not release names of people whom I think were involved in this breach and it’s why I requested to talk to the IT department but was harshly rejected by all members of the bank4) I still need the name(s) of the IT personnel working during the time of my previous password change until 10/10/16. No further (empty) explanations needed. Thank you

Complaint: [redacted]
I am rejecting this response because:1. The report filed on my credit report says that I was $254 behind on my payments as of June.  Since you fully admit that my payment was received in May, I was not $254 behind in June.  2. Looking at my account history, I am seeing some very shady things.  I pay my bills through epay through my bank, which guarantees that my payment makes it to you on or before the date I select, as long as I select a day that is 4 or more days out.  I am getting information from them to confirm, but it appears that Velocity has consistently not acknowledged my  payment was received for 4-7 business days after it should have been received.  I checked with the agency that processes the epay, and their records show that my payments were sent on time and should have made it to you long before you acknowledge their receipt.  I would like to request that I get records from you as to when my payment physically made it to your facility, not when it was processed.  I need proof from you that it was received later than the on or before date so that I can take appropriate actions.  I don't care when it was processed, I need to know when it was received. 3. You say that my account is current.  The woman I spoke to on the phone in early June said that I would owe $12ish.  The person that emailed me today, [redacted], said that I owe over $30 in late fees.  Several different stories are being told.  [redacted] is now claiming that my payment wasn't received until 5/19, while you said 5/18, and my epay company says that it made it to you on the 13th.  4.  As I look at my account, I have kept it current, despite several failures on Velocity's part.  Like when I called in and made a payment by phone, and the woman on the phone entered my account number incorrectly.  Velocity came at me hard, and I was quick to fix.  You absolutely have the ability to remove this.  It is not out of your control, nor is it out of line to ask for a one-time forgiveness.  I have had to forgive your bank for errors a dozen times, and when I have a hardship, you take ridiculous actions.  I was in contact to explain what happened.  I was upfront, I was transparent, and I took action as soon as I was able.  At this point, I am coming at you hard.  I want confirmation of EVERY SINGLE RECEIPT DATE since January of 2014.  4-7 business days is a rather large time for the epay group, who supports millions of people and guarantees that your payment makes it on the date you select, to miss every single month.  If you cannot provide that data, then we have a very big problem.  If it was received late every month, then I have to go and have a discussion with my bank.  If you cannot provide that data, then I guess I will go to my bank, print any and every confirmation that they have, and come at you again in a new complaint for a new reason.  As I understand the FCRA: Under the FCRA, these information furnishers may only report a consumer's credit report under the following guidelines:They must provide complete and accurate information to the credit reporting agencies. - You did not do this.  You reported that I was $254 past due in June, which I was not. Since my initial payment mistakenly did not cover the full amount for March, the only amount that I should have been past due in June was the small amount not covered.  The duty to investigate disputed information from consumers falls on Creditor, and they must correct an error, or explain why the credit report is correct within 30 days of receipt of notice of a dispute. - I guess you are delivering on this...even though I cannot get the same answer out of the people that I have spoken to.They must inform consumers about negative information which is in the process of or has already been placed on a consumer's credit report within one month. - NOPE!  was never done.  I learned through a 3rd party app.  Not exactly a Velocity win here.Notice before negative information is reported: We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. - Kind of...seems like you reported it before you even gave notice. Notice after negative information is reported: We have told a credit bureau about a late payment, missed payment or other default on your account. This information may be reflected in your credit report.-Still waiting on this one...guess you still have a grace period (must be nice).
Basically, my question is this....is Velocity going to grant that one-time forgiveness since I was upfront, called to explain, worked to pay it back as soon as I was able?  If that happens, then I consider the case closed and I will go on my merry way.  If not, then I am going to need every bit of information that I have requested in this communication and through fax.  If you cannot provide me with the exact receipt dates, then I will assume that my Bank's guarantee was maintained and that it took a long time for your group to enter it in the system, and if you cannot show that my bank failed, I would also like a list of every late fee I have been assessed since my account was formed, as if you cannot show that the payment was received after the due date, then I want that money back.  Since my account was current since it's creation, up until now, and since Velocity has had several screw-ups that you have asked me to forgive, I don't think that it is an unfair request to ask you to make a goodwill adjustment.  Hell, I will even sign up for autopay and make sure that my checks come at the end of the month (before the due date) if that can be arranged.  Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You did not respond to going into my account and taking out the loan payment and did not contact me and if I did not check my balance, would have had several transactions bounce. 
Regards,
[redacted]

I am writing in response to your complaint filed with the Revdex.com on August 3, 2017.  We understand you have been in contact with our New Hope Branch staff and they have explained the difference between current and available balance and, as a courtesy, several fees have been...

removed.   We extend our apologies for the frustration and inconvenience that you have experienced. Please know that we strive for excellent service in all interactions with our members.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]