Initial Business Response /* (1000, 5, 2015/09/25) */
Contact Name and Title: Debby *** AVP of ES
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mwafcu.org
After reviewing this members complaint and the notes and history of her account I do not believe that we are responsible to her for
additional refunds beyond what we have already given back to her We followed all of the required regulations prior to imposing any fees to her account but way of statement message and website posting We can not be liable to our members for their failure to read this information and conduct their account activity according to requirements that would avoid such fees She has stated on several occasions that she did not see the need to open and review her statements and these fees that she is requesting be refunded have posted to her account as far back as December As stated we refunded as a courtesy to her $of the most recent assessed to her account which leaves her responsible for the remainder Her current account status shows -with $to maintain her membership here at the Credit Union so if she wished to have the account closed at this time she would need to submit payment of to cover her portion of the fees owed
OFFER:
We have no further offer to give we have already refunded more than 1/of the most recent fees
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe this is acceptable; also, MWAFCU keeps changing the amount they say is owedA letter I just got stated that $was still due; now, they say $is dueI believe that they should have closed the account immediately when it hit negative balance and then the recent $fees would never have been charged to begin with
Initial Business Response /* (1000, 5, 2016/06/07) */
The information that Mr*** submitted is partially correct We did have a conversation with him on 05/13/indicating that he had completed an online transfer to pay his account current and that he would like his account closed after that
deposit came in and the balance was again at *** He was told at that time that he needed to be sure no additional checks were outstanding and that anything that was pre-authorized was stopped so that additional fees would not be incurred We got his deposit on 05/16/and also had two attempts to clear pre-authorized items on that same day unfortunately causing added fees which then prevented the account from being closedOn 05/24/we spoke to Mrs*** who indicated she would be stopping by the office and making a deposit to bring the account back to *** she did that at 5:in the evening and the following morning when the account would have reflected a *** balance a check payment that was authorized on 05/23/attempted to clear the account causing yet another fee, this same check was sent back through on 05/31/by the payee in an attempt to get their payment, causing yet another feeThis is proof that they continued to utilize the account after they had requested it be closed and did not assure funds were there to complete their requested authorizationIf the ***'s had stopped their pre-authorized items and discontinued use of the account prior to their transfer deposit being received these fees would not have been incurred, as we stated would happen if they didn't get this taken care of in our phone conversation with him on 05/13/ He is requesting *** in fee refunds when the total of fees that were incurred after 05/18/is *** *** of this amount was fees because of a lack of account activity and the other *** is because of their continued usage after we informed him that unless activity was discontinued this would happen The very best I can offer them at this time is a refund of *** for fees that were imposed on 05/31/automatically by our system for the lack of required account activity The other fees however stand because they authorized the payments and didn't have the funds in the account prior to their attempted clearing even authorizing one payment as much as days after discussion of upcoming account closing took placeOn 06/06/we also conversed with Mr*** and explained that because these items that attempted to clear his account were pre-authorized whether the account was closed or not these fees would have been imposed It is not the Credit Union responsibility to stop such items it is the members and again this was addressed with him on 05/13/
Initial Business Response /* (1000, 5, 2015/09/25) */
Contact Name and Title: Debby *** AVP of ES
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mwafcu.org
After reviewing this members complaint and the notes and history of her account I do not believe that we are responsible to her for
additional refunds beyond what we have already given back to her We followed all of the required regulations prior to imposing any fees to her account but way of statement message and website posting We can not be liable to our members for their failure to read this information and conduct their account activity according to requirements that would avoid such fees She has stated on several occasions that she did not see the need to open and review her statements and these fees that she is requesting be refunded have posted to her account as far back as December As stated we refunded as a courtesy to her $of the most recent assessed to her account which leaves her responsible for the remainder Her current account status shows -with $to maintain her membership here at the Credit Union so if she wished to have the account closed at this time she would need to submit payment of to cover her portion of the fees owed
OFFER:
We have no further offer to give we have already refunded more than 1/of the most recent fees
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe this is acceptable; also, MWAFCU keeps changing the amount they say is owedA letter I just got stated that $was still due; now, they say $is dueI believe that they should have closed the account immediately when it hit negative balance and then the recent $fees would never have been charged to begin with
Initial Business Response /* (1000, 5, 2016/06/07) */
The information that Mr*** submitted is partially correct We did have a conversation with him on 05/13/indicating that he had completed an online transfer to pay his account current and that he would like his account closed after that
deposit came in and the balance was again at *** He was told at that time that he needed to be sure no additional checks were outstanding and that anything that was pre-authorized was stopped so that additional fees would not be incurred We got his deposit on 05/16/and also had two attempts to clear pre-authorized items on that same day unfortunately causing added fees which then prevented the account from being closedOn 05/24/we spoke to Mrs*** who indicated she would be stopping by the office and making a deposit to bring the account back to *** she did that at 5:in the evening and the following morning when the account would have reflected a *** balance a check payment that was authorized on 05/23/attempted to clear the account causing yet another fee, this same check was sent back through on 05/31/by the payee in an attempt to get their payment, causing yet another feeThis is proof that they continued to utilize the account after they had requested it be closed and did not assure funds were there to complete their requested authorizationIf the ***'s had stopped their pre-authorized items and discontinued use of the account prior to their transfer deposit being received these fees would not have been incurred, as we stated would happen if they didn't get this taken care of in our phone conversation with him on 05/13/ He is requesting *** in fee refunds when the total of fees that were incurred after 05/18/is *** *** of this amount was fees because of a lack of account activity and the other *** is because of their continued usage after we informed him that unless activity was discontinued this would happen The very best I can offer them at this time is a refund of *** for fees that were imposed on 05/31/automatically by our system for the lack of required account activity The other fees however stand because they authorized the payments and didn't have the funds in the account prior to their attempted clearing even authorizing one payment as much as days after discussion of upcoming account closing took placeOn 06/06/we also conversed with Mr*** and explained that because these items that attempted to clear his account were pre-authorized whether the account was closed or not these fees would have been imposed It is not the Credit Union responsibility to stop such items it is the members and again this was addressed with him on 05/13/