Credit Union of Colorado

Complaint: [redacted] I am rejecting this response because: [redacted] , I am responding via email as I am having difficulty getting in to the Revdex.com website to respond and reject the Credit union's responseFirst they state they have reached out to me several times which is not the case, I had one voice mail asking me to contact the supervisory team about complaint The supervisory team is the same one who denied me and only resolution they gave me was to make payments for months on my mortgage and then "try back with them at that time" They also state they did not know about remodification with my mortgage lender, which is also not the caseI have sent them copies of a letter they requested where it states that I was denied on my remodification but that I was working with the VA to appeal that decision I requested a HELOC "to pay off all debt and only have my home and utilities to pay I would as an alternative ask for a minimum of 10,to bring my account current." On December 27,I sent an email to Andrew L [redacted] stating "Hello Andrew, I won't have funds till Monday, my check goes in direct deposit to credit unionSo does this mean I am approved based on appraisal? I understand it is non refundable to want to make sure before I have that done as do not want to be worse off by being minus 550, please let me knowThank you." To which he responded "Yes the loan is conditionally approved pending the appraisal and value coming back in."I complied with everything, was assured the loan was approved, spent which I did not have to proceed only to have them come back, after having me send all paperwork with my debts to be paid, to tell me that unless I wanted to cancel the modification (at this point my appeal went through and I got my remodification through my lender) with my lender and they would consider continuing with me HELOC They basically just kept requesting more and more and even though I complied with everything, was assured the loan was approved, only after I paid for appraisal did they start comingback stating I did not tell them about remodification with my lender I at no time asked them for a remodification through the credit unionMy letter clearly stated it was to pay all debtThey gave me the run around, took my money and then pretty much told me to go away and try in months! They had me deal with the Supervisor, the VP of lending, the supervisory team and all just gave me the brush off Not at all what I expected from my credit union I would ask them to refund my appraisal fee of $as they lied to me about loan being approved as long as appraisal came back over 232,000, which it did.Thank you Sincerely, Patricia [redacted]

Dear Ms***,The Credit Union of Colorado works diligently to provide excellent service to everyoneIn regards to your correspondence, we have reviewed your concerns and have attempted to contact you multiple times over the past two weeksTo contact the Supervisory Committee, which is an
extension of the Board of Directors that handles correspondences like yours, please submit a letter with your concerns and this will be forwarded to themRegarding your application process, the Credit Union followed procedures in order to assist youDuring this process, you contacted the Credit Union to inform the mortgage processor that you were planning to have your first mortgage modifiedThis information was changed from what you had initially represented regarding your first mortgage modification being deniedBased on this new modification information, the Credit Union discussed with you what would be needed to consider the HELOC applicationThe $cost of the appraisal is part of the Credit Union's appraisal process and is nonrefundable even when a loan application is not approvedPlease feel free to contact the Credit Union for any other questions or concerns.Thank you

Initial Business Response /* (1000, 6, 2015/06/26) */
The complainant's account was closed on 6/23/and the funds in her savings account were transferred to offset part of the overdrawn balance in her checking account per the terms of the account agreementIn addition, the terms of the account
agreement provide that the credit union may terminate an account at any time, without notice, for excessive non-sufficient funds items and overdrawn account balance
Although we are not required to do so, the credit union always makes diligent attempts to contact members prior to closing a checking accountThe credit union informed the complainant of the negative status of her account via letters mailed on 5/21/15, 6/5/15, and 6/8/The credit union provided the complainant her checking account statement on 5/29/15, which also disclosed the negative status of her accountPhone contact with the complainant was attempted on 6/19/
When the complainant called the credit union on 6/23/we made the decision to refund $of non-sufficient funds fees so she could use this money to purchase food for her sonThe complainant came to the credit union and withdrew these funds on 6/24/
The complainant's checking account is closed and will remain soShe is not eligible for a checking account or any other services with Credit Union of Colorado due to the loss we have sustained on her account
Initial Consumer Rebuttal /* (3000, 8, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I recieved one phone call from themOnly oneI don't know who they were calling so much but it wasn't meMy main problem is the rudeness of the mangers I spoke withI talked to two different ones and they were so rude, I've never been talked to like that in my lifeThey were arguing and being condescending, and when I got rude back I was told I was out of lineThis is the worst customer service I have ever dealt with

Dear Ms***,Thank you for the follcorrespondenceFirst, your concern that the Credit Union of Colorado has not made attempts to contact youThe credit union has phone recordings as follows: 1/26/at 9:am Andrew K*** (Director of Mortgage Services) left you a voicemail stating that due to new information you provided regarding the change in your first mortgage modification denial the credit union was unable to proceed further with your home equity line of credit application without further stipulations being addressed by you; 2/5/at 1:pm Andrew left you a voicemail to discuss your initial correspondence received through the Revdex.com; 2/21/at 9:am Andrew left you a voicemail to discuss your correspondence received through the Revdex.com; 2/23/at 2:24pm you spoke with Debbe K*** (VP of Lending) regarding the refund of your appraisal and to coordinate a meeting with the Supervisory CommitteeAt this time, we will schedule a conference call for you to speak with the Supervisory Committee on March 29, The Credit Union of Colorado is focused to providing excellent service to everyone and we would like to ensure that we address your concerns appropriatelyIf you have any other questions or concerns please let us know.Thank you

Complaint: [redacted]
I am rejecting this response because:[redacted], I am responding via email as I am having difficulty getting in to the Revdex.com website to respond and reject the Credit union's response. First they state they have reached out to me several times which is not the case, I had one voice mail asking me to contact the supervisory team about complaint.  The supervisory team is the same one who denied me and only resolution they gave me was to make payments for 12 months on my mortgage and then "try back with them at that time" .  They also state they did not know about remodification with my mortgage lender, which is also not the case. I have sent them copies of a letter they requested where it states that I was denied on my remodification but that I was working with the VA to appeal that decision.  I requested a HELOC "to pay off all debt and only have my home and utilities to pay.  I would as an alternative ask for a minimum of 10,000 to bring my account current." On December 27,2017 I sent an email to Andrew L[redacted] stating "Hello Andrew, I won't have funds till Monday, my check goes in direct deposit to credit union. So does this mean I am approved based on appraisal? I understand it is non refundable to want to make sure before I have that done as do not want to be worse off by being minus 550, please let me know. Thank you."  To which he responded "Yes the loan is conditionally approved pending the appraisal and value coming back in."I complied with everything, was assured the loan was approved, spent 550 which I did not have to proceed only to have them come back, after having me send all paperwork with my debts to be paid, to tell me that unless I wanted to cancel the modification (at this point my appeal went through and I got my remodification through my lender) with my lender and they would consider continuing with me HELOC.  They basically just kept requesting more and more and even though I complied with everything, was assured the loan was approved, only after I paid for appraisal did they start comingback stating I did not tell them about remodification with my lender.  I at no time asked them for a remodification through the credit union. My letter clearly stated it was to pay all debt. They gave me the run around, took my money and then pretty much told me to go away and try in 12 months! They had me deal with the Supervisor, the VP of lending, the supervisory team and all just gave me the brush off.  Not at all what I expected from my credit union.  I would ask them to refund my appraisal  fee of $550 as they lied to me about loan being approved as long as appraisal came back over 232,000, which it did.Thank you.
Sincerely,
Patricia [redacted]