See attached document04/07/14:COVEFCU EDGEWOOD KY (FAX)*** *** *** P.001/004To: Revdex.comFrom: Cove Federal Credit UnionDate: 4-7-17Re: Case # ***We at Cove Federal Credit Union take member complaints and comments as serious and will strive to
resolve them as soon as possibleThe following are interaction recounts that we have had with the member who has filed the complaintAs you continue to read below we have tried to help this member many times.Feb3, - The member called in regarding a double payment being made on her loans yelling at the Call Center wanting to speak with ManagementI took the call after her yelling, explained to her that because she is setup for PTOF (payment transfer of funds) that the system does not recognize when she makes a manual paymentShe wanted to be taken off the PTOFI explained that subsequent action form would be sent and that the rate would increase and could possibly result in a payment changeShe said our system isn't working right and we are just taking her money in late feesI offered to align her transfers with her pay dates to rectify the situation and I reversed the paymentsShe said she would be paying us off and closing her accountI told her that I would put notes on her account that these options were offered to her, she said no you better put that I will call each time and you will refund me any feesI explained that if it were not credit union error then we would not be able to refundShe said she would be calling the Revdex.com, called me a "B" and hung up.On April 3, The member called in regards to her account with Cove Federal Credit UnionI spoke with the member in regards to how her loans were set up on automatic payments from her checking account and explained how that process worksI noticed that she had kept making manual payments and then was upset that the system would still pull the payment, explained to her that when she makes a payment it is still set to pull automaticallyShe then began to get angry with me and stated that she has to call in every month to have this corrected and that she is beginning to think it is not a system issue because it never happens with her other loansI told her at that point it had occurred on one of her other loans.I went over all options with her and explained that if she wanted to manually make the payments we could take off the automatic payment feature for her, but she insisted she did not want that to happenI also went over with her the fact that when the system is set to pull her payment she doesn't have the funds available to do so which is why the payment is not being made on timeShe began to express to me that with the system not making the payments automatically that is why she is gaining the late feesI again explained to her that the system was not pulling the payments on the due date because she didn't have the funds in her account to make the paymentsI went over with her the options to adjust the due date if she needed us too in order to allow her time to make sure the funds were available to pull and she said that was not an optionDudley Rodd Edgewood, KY###-###-#### ###-###-#### www.covecu.com 14:COVEFCU EDGENOOD KY (FAX)*** *** *** P.002/004I went over in great detail with her how the system works and the options we had to make sure this didn't continue to be an issue, but she didn't want to make any changesI also explained to her that if her payment was not made on the due date that a late fee would be assessed and that if she wanted the system to make her payment for her she needed to make sure the funds were available in her account on the date the loans were dueI stressed that all of her loans were due on the 30th of each month and that was the date that the system would attempt to take the paymentBefore ending the call I told her that if dates needed to be adjusted she needed to call and let us know and we could make the adjustment for her.From the Cove collection officer: I would like to address the concerns for Member listed aboveI have spoken to the member about her accounts on more than one occasionShe could not seem to figure out why her accounts have continued to run behind or payment dates not being aligned with her paymentsI have explained to *** *** that we have her account set to automatically pull payments on a specific date of each monthOften times when the credit union is trying to pull funds to make payments to her account the funds were not available*** *** would withdraw funds before they could be applied to her loansI have tried to help *** *** correct this problemOther representatives of the branch have explained the payment process to her as well.As you can see from the accounts above we here at Cove have tried to help this member and explain many different things that the credit union can do to help the memberShe has become at times rude and hateful to the staff and we still continue to try and help
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I had 6 loans when this issue began. I had them review the [redacted] loan and they owed me 2500.00 on the loan. The [redacted], loan is the only one that has issues how can that be? And me getting rude with them was necessary to get responses. When calling with any issues your always told everyone is in a meeting and someone will call you back. Which may be a day or two or no one calls you at all. So I just tell them I will call every hour to get a response, and then you get a response from them immediately. What I see is a bunch of people that don't want to do their job. Pass off the work to someone else, that doesn't want to do their job either. If the payments continue to be messed up I will take further steps, when I'm done the entire tristate will be aware of my issues.
Regards,
[redacted]
See attached document04/07/14:COVEFCU EDGEWOOD KY (FAX)*** *** *** P.001/004To: Revdex.comFrom: Cove Federal Credit UnionDate: 4-7-17Re: Case # ***We at Cove Federal Credit Union take member complaints and comments as serious and will strive to
resolve them as soon as possibleThe following are interaction recounts that we have had with the member who has filed the complaintAs you continue to read below we have tried to help this member many times.Feb3, - The member called in regarding a double payment being made on her loans yelling at the Call Center wanting to speak with ManagementI took the call after her yelling, explained to her that because she is setup for PTOF (payment transfer of funds) that the system does not recognize when she makes a manual paymentShe wanted to be taken off the PTOFI explained that subsequent action form would be sent and that the rate would increase and could possibly result in a payment changeShe said our system isn't working right and we are just taking her money in late feesI offered to align her transfers with her pay dates to rectify the situation and I reversed the paymentsShe said she would be paying us off and closing her accountI told her that I would put notes on her account that these options were offered to her, she said no you better put that I will call each time and you will refund me any feesI explained that if it were not credit union error then we would not be able to refundShe said she would be calling the Revdex.com, called me a "B" and hung up.On April 3, The member called in regards to her account with Cove Federal Credit UnionI spoke with the member in regards to how her loans were set up on automatic payments from her checking account and explained how that process worksI noticed that she had kept making manual payments and then was upset that the system would still pull the payment, explained to her that when she makes a payment it is still set to pull automaticallyShe then began to get angry with me and stated that she has to call in every month to have this corrected and that she is beginning to think it is not a system issue because it never happens with her other loansI told her at that point it had occurred on one of her other loans.I went over all options with her and explained that if she wanted to manually make the payments we could take off the automatic payment feature for her, but she insisted she did not want that to happenI also went over with her the fact that when the system is set to pull her payment she doesn't have the funds available to do so which is why the payment is not being made on timeShe began to express to me that with the system not making the payments automatically that is why she is gaining the late feesI again explained to her that the system was not pulling the payments on the due date because she didn't have the funds in her account to make the paymentsI went over with her the options to adjust the due date if she needed us too in order to allow her time to make sure the funds were available to pull and she said that was not an optionDudley Rodd Edgewood, KY###-###-#### ###-###-#### www.covecu.com 14:COVEFCU EDGENOOD KY (FAX)*** *** *** P.002/004I went over in great detail with her how the system works and the options we had to make sure this didn't continue to be an issue, but she didn't want to make any changesI also explained to her that if her payment was not made on the due date that a late fee would be assessed and that if she wanted the system to make her payment for her she needed to make sure the funds were available in her account on the date the loans were dueI stressed that all of her loans were due on the 30th of each month and that was the date that the system would attempt to take the paymentBefore ending the call I told her that if dates needed to be adjusted she needed to call and let us know and we could make the adjustment for her.From the Cove collection officer: I would like to address the concerns for Member listed aboveI have spoken to the member about her accounts on more than one occasionShe could not seem to figure out why her accounts have continued to run behind or payment dates not being aligned with her paymentsI have explained to *** *** that we have her account set to automatically pull payments on a specific date of each monthOften times when the credit union is trying to pull funds to make payments to her account the funds were not available*** *** would withdraw funds before they could be applied to her loansI have tried to help *** *** correct this problemOther representatives of the branch have explained the payment process to her as well.As you can see from the accounts above we here at Cove have tried to help this member and explain many different things that the credit union can do to help the memberShe has become at times rude and hateful to the staff and we still continue to try and help
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I had 6 loans when this issue began. I had them review the [redacted] loan and they owed me 2500.00 on the loan. The [redacted], loan is the only one that has issues how can that be? And me getting rude with them was necessary to get responses. When calling with any issues your always told everyone is in a meeting and someone will call you back. Which may be a day or two or no one calls you at all. So I just tell them I will call every hour to get a response, and then you get a response from them immediately. What I see is a bunch of people that don't want to do their job. Pass off the work to someone else, that doesn't want to do their job either. If the payments continue to be messed up I will take further steps, when I'm done the entire tristate will be aware of my issues.
Regards,
[redacted]