Desert Financial Credit Union

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied because I was told on the telephone that as long as I had my account positive by June 30, 2015 nothing would happen. I telephoned Desert Schools at least twice on that day plus a day or two before. I was NOT told that Desert Schools Federal Credit Union would freeze my account.  An automatic deposit was made Saturday the 6th, it is now the 10th, and almost Thursday. I still cannot gain access to my checking account details, statements, or my positive funds via my debit card. It has been positive for three business days and my checking account is still frozen. I am on a limited income and although it is only $86, I need my money. The bank will not allow me to make purchases even though I have my account in a positive balance for three business days. The prior message said I only needed to have it positive for one business day in order to have access. So no, I am not happy with their response. 
Regards,
[redacted]

To Whom It May Concern,Attached please find the response to the Revdex.com Complaint [redacted] as well as copy of the letter and response as noted in the Revdex.com response letter for your reference.Thank you.Deana H[redacted]7/8/16

Hello.Attached please find our response to the Revdex.com Compliant #[redacted].Thank you.Deana H[redacted]Executive Assistant[redacted]

Attached is a copy of our response to Revdex.com complaint ID [redacted] submitted by [redacted]If any questions or additional information is needed, please contact us.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union

September 21, 2015Ms. [redacted]RE: Revdex.com Complaint ID #[redacted] Dear Ms. [redacted]:Your recent concerns filed with the Revdex.com have been forwarded to me for research. I have reviewed your account and the concerns described in your...

letter, along with Deserts Schools’ practices as they pertain to your account and have summarized my findings below.Your complaint noted a number of concerns; I will do my best to answer each individually. The principal issue appears to be a misunderstanding regarding the impact of the terms of your divorce decree on your obligation to Desert Schools under loan # [redacted].The divorce decree is the final ruling of the court which officially terminates a marriage. As was apparently the case in your situation, the divorce decree typically identifies which of the parties bears specific responsibility for satisfying each of the shared obligations remaining from the marriage. However, while the obligations established by the decree are binding on both of the divorcing parties, they do not alter the two parties’ shared obligation to their joint creditors. Consequently, although one divorcing party may be obligated by the divorce decree to satisfy a debt, the creditors may continue to view that as a joint obligation until it is paid in full. This is why, when your ex-husband made late payments, that information was reflected on both of your credit profiles.Your letter also requests that Desert Schools modify our credit reporting to indicate the sale of this   debt to Innovative Debt Recovery (IDR). In fact, your account has not been sold to Innovative Debt Recovery and is still owned by Desert Schools. At the time of the Short Sale of your home, in October 2011, you executed a “Short Sale Agreement” with Desert Schools which modified your existing Home Equity Line of Credit (HELOC) to reflect the substitution of a Stipulated Judgment in lieu of collateral. This allowed you and your ex-husband to repay the loan under the original terms.  Payments were made as agreed until July 2013.  The delinquency continued until December 2013, when we charged- off the loan.  At that point, rather than executing the stipulated judgment and pursuing the account through the legal process, Desert Schools assigned the account to IDR in an effort to reach an   amicable repayment arrangement on the charged-off balance.  Clearly, IDR was ultimately able to make a suitable payment arrangement as we have received $200.00 each month, since September 2014.It is regrettable, both that you and your ex-husband were unable to repay the loan in accordance with the short sale agreement, and that your ex-husband was initially unable to fulfill the repayment obligation imposed on him by your subsequent divorce decree.  However, your loan is being correctly reported to the credit agencies as “Charged Off”.  When the balance is paid in full the status will be updated to reflect that the account is a “Paid charge off”.  In fact, Desert Schools has responded to 18 credit disputes filed by you with the credit reporting agencies since May 2014.  In response to each we have investigated, re-investigated and reviewed all relevant documents.  Each time we have affirmed that the reporting of your account as “Charged Off” is accurate.I appreciate the opportunity to respond to the concerns you outlined in your letter. I hope my response adequately explains the actions taken on your account as it relates to the disputes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at [redacted].Thank you,Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union

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If any questions or additional information is needed, please contact us.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union[redacted]...

[redacted]Desert Schools Federal Credit Union received the complaint (referenced above) you filed with the Revdex.com. Your complaint concerned the hold that was placed on a cashier’s check you deposited to establish your new Membership Savings account at Desert Schools.As confirmed in my call with [redacted] (joint owner) on September 11th, Desert Schools released the hold placed on the funds in your account.  We appreciate you bringing this situation to our attention and apologize  for any inconvenience this may have caused. While non-transaction accounts (e.g., savings accounts) are not governed by Regulation CC, Desert Schools generally follows those rules for new members (i.e., accounts   opened within thirty (30) days).  Having that said, your deposit should have been available the first business day after your deposit.  Desert Schools will take your feedback and use it as an opportunity to refresh our  employees’ understanding of the applicable regulations and our Statements of Terms, Conditions, and Disclosures.Please be advised that our records do indicate you were provided with a receipt at the time your transaction was completed showing that the amount ($1,000) of your deposit would be held through September 22, 2015.We appreciate you taking the time to share your experience and apologize for any inconvenience or frustration this situation has caused.  If you have additional questions or concerns, please feel free to reach out to me directly.

Attached is our response to the Revdex.com complaint ID #[redacted] submitted by our member [redacted]If any questions or additional information is needed regarding this complaint, please contact us.Thank you, Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union

To Whom It May Concern:Attached please find our response to Revdex.com Complaint [redacted].Questions or concerns, please call our office.Thank you.Deana H[redacted]Executive Assistant[redacted]
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Attached is a copy of our follow-up response to Revdex.com complaint ID #[redacted] submitted by our member [redacted]October 5, 2015Mr. [redacted]RE: Revdex.com Complaint ID #[redacted]Your recent follow up letter sent to the Better...

Business Bureau was forwarded to me to review.I would like to sincerely apologize that my previous response caused additional frustrations for you. It was definitely not my intent. I appreciate the feedback you provided and will consider it in future correspondence.If you have any additional questions or concerns, please feel free to call me directly at [redacted] Thank you,Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union

Dear Ms. [redacted]:I am writing in response to the complaint you recently filed with the Revdex.com regarding your account being overdrawn and information you obtained about bringing it to a positive balance. Thank you for bringing your concerns to our attention.In reviewing the...

details of your account, it appears your account has been negative since April 28, 2015. You indicated that you made deposits into your account to bring it positive. Although you made a deposit on May 11th and May 26th the account did not have a positive balance for at least one business day as explained in our Statement of Terms, Conditions and Disclosures. Additional debit transactions cleared the same day you made your deposits therefore keeping your account in a negative balance. Since the account did not meet this requirement and you have had a negative balance for over 30 days, the account is subject to collections activity.On May 29th, you spoke with our Credit Assistance department and were informed that they will give you until the end of June in order to bring the account current. As long as the balance is brought current for at least one business day by June 30th, then your account will be returned to an open and active status. Your online access is currently unavailable until your account is brought current. If your account is not brought current by June 30, 2015 then the account will be charged off. A charged off account does not reflect on your credit report. At this time, we are not able to grant you a further extension. We do encourage you to contact our Credit Assistance department at ###-###-#### if you would like to discuss this matter further to see what options you would like to present to bring your account to apositive balance.I do apologize if any information provided to you was not clear on how your account functions. I hope my response adequately explains our processes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at ###-###-####.

I am writing in response to your follow up letter on June 11, 2015 to the Revdex.com regarding your account issue not being resolved. Thank you for bringing your concerns to our attention.In your response, you indicated you were not able to log into online banking and that you were unable to conduct transactions on your account even after bringing your account to a positive balance.Our records indicate that you had a direct deposit to your account on June 8th which brought your account to a positive balance. An account that is in collections is not automatically returned to active status after it is brought current. In order for the account status to be changed, it requires a phone call from the member so that we have an opportunity to review the account. It does look like you contacted Desert Schools on June 12th at which point your debit card and online banking access were restored. We apologize for the inconvenience you may have experienced.In response to your letter, we also had a supervisor from our Member Assistance Center contact you on June 15th to ensure that you were able to log into online banking and that your debit card was working properly. During that call we were able to have you log in successfully as well as confirm your debit card was working.I hope my response adequately explains our processes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at ###-###-####.Sincerely,[redacted]Vice PresidentContact Centers & Credit Services

I am writing in response to the complaint you recently filed with the Revdex.com regarding your Desert Schools [redacted] credit card. I appreciate your membership with Desert Schools and thank you for bringing your concerns to our attention.Desert Schools Federal Credit...

Union has a longstanding partnership with [redacted] Financial Services to provide Credit Card services to our members. Through this partnership our members are able to take advantage of special offers, including 0% financing that would otherwise be unavailable. The marketing and promotional material that we and [redacted] use correctly discloses our partnership with Elan and indicates that the offers and servicing are through [redacted] Financial Services.The offer you received provides 0% financing on the transferred balance and purchases made on your card for a period of eighteen months, which creates a great opportunity to save money on interest. It is true that viewing the balance on your credit card currently involves a separate website log in, distinct from your Desert Schools Online Banking. You will receive regular periodic statements on your card balance and you can make payments at any time, even multiple times per month, to the card through the Desert Schools Bill Payment system. With the 0% interest and the ease of making online payments I hope that you will find our credit card to be in line with your goal of paying off the card quickly.I do apologize if the nature of our partnership with [redacted] was unclear to you at first. We have attempted to contact you by phone and I would be happy to speak with you directly about your concerns. Please feel free to call me at ###-###-####.

To Whom It May Concern,Attached please find a copy of the response to [redacted], for your records.Thank you.Deana H[redacted]Executive Assistant[redacted]7/12/17

Attached is a copy of our response to Revdex.com complaint ID #[redacted] submitted by our member [redacted]. If any questions or additional information is needed, please let us know.Thank you,Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union

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[redacted]  RE: Revdex.com Complaint ID#[redacted]  Dear Mr. [redacted]:  I am writing in response to a recent Revdex.com complaint we received involving a defective replacement debit card. I...

want to apologize for any inconvenience this has caused you.  Thank you for bringing this to our attention, this is the first time we have been made aware of any print or hologram issues on our branch issued debit cards. We will closely monitor the quality of the cards in the future to ensure this problem does not occur for other members.  To resolve your issue, Desert Schools has refunded the $5 fee charged for the defective replacement card we issued and has ordered you an embossed (raised numbers and letters) card which will be mailed to you. Both the refund to your account and the new card order were processed on 9/14/15 so you can expect your new card within 7-10 business days. There will be no charge for the replacement card being mailed to you also.  I also want to apologize for your wait time experience at the branch when you returned to get another card. In the future, I would like to invite you to ask for the Branch Manager, Bonica Duran, who will be happy to assist you with your requests.  Thank you again for bringing this issue to our attention, your satisfaction is a top priority for Desert Schools. In addition, if I can be of further assistance please feel free to contact me at the number listed below.  Sincerely,     [redacted] 
[redacted]  
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Hi. Attached please find our response to [redacted]'s complaint.Thank you.Deana H[redacted]Executive Assistant[redacted]
[redacted]

Revdex.com:Hello DSFCUWords cannot express how thankful...

I am for your prompt response and action that was taken regarding my checking account.My heart is filled with gratitude, knowing I can count on my Financial institution to do what is right. It also comforts me to know, that I have chosen the right CU for all my banking needs. I will continue to share with my friends & family of our trustworthy relationship.Again, thank you from the bottom of my heart
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Attached is a copy of our response to the Revdex.com complaint ID #[redacted] submitted by our member [redacted]. If any questions or additional information is needed, please let us know.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union