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Desert Schools Federal Credit Union

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Reviews Desert Schools Federal Credit Union

Desert Schools Federal Credit Union Reviews (97)

To Whom It May Concern. We appreciate the opportunity provided by the Revdex.com to properly and promptly research this issue and will provide a response at our very earliest convenience. Thank You.
Deana H[redacted]
Executive...

Assistant###-###-####
11/28/16

Desert Schools Federal Credit Union is in receipt of the correspondence filed by [redacted] with the Revdex.com in her complaint letter dated 8/25/2014.

We have reviewed the events described in Ms. [redacted] letter. Although our staff followed the standard right of offset...

procedures, outlined in our Statements of Terms, Conditions and Disclosures, and provided to members at the time accounts are opened, we are electing to reverse the transfer of funds associated with Ms. [redacted] account. We have contacted our member and will work directly with her to facilitate account resolution.

We value the feedback from Ms. [redacted] letter and reexamining this process. We also appreciate the opportunity to respond to the Revdex.com as we are committed to working with our members to resolve inquiries or disputes promptly and equitably. Should you have any further questions, please feel free to contact me.

Sincerely, [redacted]

+1

This isn't a response to resolve the complaint but a response to say they will work into this latter.  The complaint is still unresolved and this matter needs to be looked into.  In addition to the funds I want to be reimbursed, this bank's transaction processing needs to be looked into by either the NCUA or the FDIC to ensure they are processing transactions in a legal, fair, and non-deceptive way.

I am writing in response to the complaint you recently filed with the Revdex.com regarding the fees applied to your account and the subsequent closing of your account. Thank you for bringing your concerns to our attention .

In November of 2012, all of our members were notified...

of a new $5.00 Limited Membership Fee that was to begin in January 2013. This fee applies to those members who only maintain savings accounts and have a combined balance of less than $200. Members whom we projected could possibly incur this fee in January , were notified again in December of 2013. The notifications were intended to encourage members to determine how they would like to manage their relationships with Desert Schools going forward. We asked those members to consider growing their relationships with the credit union by opening additional accounts or increasing the savings account balance to greater than $200. The notifications we re also intended as a reminder for members for whom the credit union savings account had potentially become an overlooked element of their financial management plan.

At the time the fee was first applied, in January 2013, you had a balance of $ 182.17 in yo ur Desert Schools savings account and there had been no transact ions recorded since an ATM withdrawal on January 3, 2012. As a result, in addition to the Limited Membership Fee, the twelve months of inactivity also triggered the implementation of an Inactive Account Fee of $5.00 per month. You should note that, while the Limited Membership Fee was new, the Inactive Account Fee has existed in our fee schedule for a number of yea rs and the appropriate prior notifications were provided before your account was classified as inactive.

From our review of your account, and the information provided in your BB B complaint, it appears you have moved out of state. However, since you had elected to receive electronic statements and notifications from Desert Schools, all of the notifications we provided were available to you with your statements. Each month, when the new statement becomes available online, Desert Schools also sends an e-mail to our members who use eStatements, to encourage them to review their accounts and to record any disputes within the 60 days allotted under our Terms and Conditions.

Our records confirm that we provided all necessary notifications and emails to inform you of the status of your account; however, we can also see that you had not logged in to online banking. Through your conversations with our Member Assistance Center representatives,  it became apparent that, although you did receive our email notifications, you were not able to access your account and did not take steps to resolve that issue until recently. I can certainly understand you may have had other priorities which prevented you from taking action on our Inactive Account and Limited Membership notifications before the fees began to deplete your balance, and, under the circumstances, I believe Desert Schools should work with you to settle your concerns. Since our implementation of the new Limited Membership Fee, in January, caused your account balance to decline more quickly than would have transpired with just the Inactive Account Fee, I have authorized the refund of all of the Limited Membership Fees that were applied to your account. This totals $90.00. A check for this amount will be mailed under separate cover to the address provided on the Revdex.com complaint.

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,

Vice President - Contact Center Operations

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,
Sandy K[redacted]
Executive Assistant
Desert Schools Federal Credit Union

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 contact us.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union

Attached is a copy of our response to the Revdex.com complaint ID #[redacted] submitted by our member [redacted]
If you have questions or need any additional information regarding this complaint, please contact us.
Thank you,
Sandy K[redacted]
Executive Assistant
Desert...

Schools Federal Credit Union&n**p;
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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 Assistant
Desert Schools Federal Credit Union

This company has been nothing but a joke from the get go. I had my personal vehicle financed through them for two years and had no issues, I then bought a vehicle for my wife and decided to use Desert Schools because I had not had any issues thus far. It took 15ish days to set up a loan with them on a vehicle, none of the issues were on my end such as financing or credit mind you. I took off work on two occasions to meet my wife to get the paperwork notarized and the first time the documents were emailed blank with zero instructions on how to fill them out. The second time they were filled out but the form that was to be notarized was not sent with it. After talking to many supervisors and employees that said they were going to over night me the documents for my "trouble" we still did not get the paper work and later found out that it was never sent out as promised. All of this just to give a company my money. Flash forward to this month when I paid off my vehicle. I sent in a check for the full amount on the 10th of November and have yet to get my title, which was released two weeks ago according to them, I have called 7 times in two weeks and they keep taking my information and promising me that they will call back but have yet to do that. Each time I call I am on the phone for 30 minuets to an hour, mostly on hold, for them just to say "well no one can help you now so we will have to call you back." Will never do business with them again in my life, not even an ATM transaction and will tell friends and family to stay far away.

Dissatisfied Consumer,

I am writing in response to Complaint ID #: [redacted] you recently filed with the Revdex.com regarding unauthorized debit card transactions on your account.  It is apparent from your letter that our member service representatives did not do enough to explain what had transpired, and...

the different resolution steps which were required as a result. Thank you for bringing your concerns to our attention and for giving me this opportunity to try to explain more effectively.

When our fraud department contacted you on 8/20/2014 regarding suspicious attempted charges from [redacted], you confirmed that these transactions were not authorized. The transactions were declined so they never impacted your account and your debit card was closed to prevent further attempts .

Unfortunately, two previous transactions totaling $105.00 had not registered as potentially fraudulent and had already been approved. This is not uncommon as there is no way to know, in most cases, whether a particular transaction is fraudulent. Instead, our system looks for suspicious trends, such as a number of transactions from one location over a short period of time. Since those transactions had been approved, resulting in a hold on your account, we were required by the procedures which govern the card payment system to instruct you to file a notice of dispute.

Our member service representatives accurately described the dispute process and the typical 1-2 day delay before provisional credit is typically applied.  Where w e seem to have fallen short was in our explanation. We appear to have left you with the incorrect impression that, despite our call to confirm that certain transactions were actually  fraudulent, we still allowed them to impact your account, tying­-up your funds for two days.

Based on the misunderstanding we created, you were understandably dissatisfied with our resolution. In response to your email we called to advise you that we had released the hold on your funds required to cover the charge authorization, and committed to expedite the provisional credit which will be required when those approved transactions  actually post to your account.

From your experience so far, and even from this letter, I hope you can see that the underlying procedures which are designed to make sure that the card payment system works for all of us, are quite rigid.  Although we have released your funds, the transactions totaling $105 are still out there.

Because our system already approved them, we are required to post them to your account. For that reason, it is critical that you contact our Member Assistance Center to complete a formal dispute. Having this required record in place will allow us to expedite the provisional credit, as promised.

I apologize for the frustration you experienced, and for the role our lack of clarity played in adding to the stress of being a victim of fraud.  I hope this explanation fills in some of the gaps and reassures you that we take security seriously and are committed to protecting our members' accounts from fraudulent transactions,  and to resolving disputed transactions quickly, in accordance with the regulations.

Thank you for allowing us to respond to this matter and if I can be of further assistance, please contact me at ###-###-#### or via e-mail at [redacted].

Sincerely,

Director - Member Assistance Center

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,

Executive Assistant
Desert Schools Federal Credit Union

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 ###-###-####.

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,

I opened a checking account two months ago, right at the beginning a problem arose about my social security check direct deposit, I found that your account #'s are two different #'s, I gave SSI apparently the wrong account #, I gave the number on the check..first the routing #, then the checking # after the routing number....The last bank that was what's needed. well it was a week late after the bank sent payment back....Then I was to find that an account # was something else...anyway I found the agents I talked to were very nice but they provided little, I got a lot of So Sorry , not sure what happened, can't help you, you need to call SSI, after I did all the work, and got little help, it was solved..... This month was 2 days late, wondering why, I called the bank 3 different times to see what happened, the looked and looked and said there is no sign the payment, you need to see if in fact SSI sent it, OK I will call SSI, after 45 min. I was told it was sent and desert schools confirmed it, I called desert schools again waited about 4 or 5 min. an agent said she looked, checked, and could not locate, she put me through to I guess was a supervisor, she basically did and said the same, I asked what should I do? I really need that money, I have some bills to pay I have $8 in my account, SOOOOO I called SSI again waited for 50 min. thankfully they had a call back, the looked and searched again, said they did send it and it showed confirmation, they said normally if there was a problem with account #'s they would send it back, not done, Called desert schools AGAIN, more of the same, a very nice person looked and said can't find anything, Was connected to a supervisor, after about 10 min. she connected and looked again, I wonder if she really did, she put me on hold again, came back sorry sir, I again asked PLEASE what should ??? the word sorry was said several times, and asked " is there anything else we can do for you???? I was kind of speechless for a moment, I just said thank you and hung up. I called SSI AGAIN, another 60min. later I was told I need to go to the local SSI office, trying to get this settled, hopefully I can get a special consideration for hardship. Desert schools did not even try to help me...I am so frustrated, this whole ordeal wasted all morning, and I am not done yes, have to go 20 miles stand in another line at SSI, if you ever been there, it can waste up to 3 hours, I should have stayed at my previous bank...I never had issues like that, I need food, gas. I cannot wait another week, If I do It will cost me maybe $100 for late payments, and other fees, the last time this happened desert schools charged me over draft fees, I have been doing great getting my credit back in order, this does not help...I guess there is not much I can expect with help from DSFCC, not a happy person today....Thank You

I am writing in response to the complaint you recently filed with the Revdex.com regarding how transactions are processed at Desert Schools and how any subsequent non-sufficient funds (NSF) fees are applied to an account. Thank you for bringing your concerns to our...

attention.In your complaint, you indicated your belief that Desert Schools posts transactions largest to smallest to maximize the ability to assess NSF fees. Although some financial institutions may do this, we do not. Desert Schools follows a prudent posting method of posting credit transactions first and then debit transactions in the following order: 1) Teller transactions and other force post items (low to high dollar amount), 2) Transfers (low to high dollar amount), 3) Recurring Non-PIN Point of Sale (order in which they are received), 4) ATM transactions (order in which they are received), 5) Non-PIN Point of Sale (order in which they are received), 6) PIN Point of Sale (order in which they are received), 7) ACH (low to high dollar amount), 8) Checks (check number order). Changes of any sort to our posting order undergo several layers of approval.Paid NSF Fees represent the service charge we make in situations where there are insufficient funds in your account at the time a check or an electronic debit is presented for payment, but we cover the shortfall on your behalf. Doing this ensures the people and organizations you intended to pay receive their funds, sparing you additional charges and potential embarrassment.Unfortunately, your complaint letter did not include your account number. The address and phone number on your letter did not match any records we have with members having the same name. Therefore, I am unable to provide you detail regarding your specific account and the transactions that posted to it.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 ###-###-####.

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

BEWARE!! Desert Schools has started charging customers NSF fees and in some cases multiple NSF fees for no reason. Their response? "We are unable to reverse the fee since it was not our error" . Last I checked charging an NSF when no overdraft was present is a bank error. Keep an eye on your account to make sure this doesn't happen to you.

+1

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

[redacted]:

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]

I am writing in response to the complaint you recently filed with the Revdex.com regarding the Paid nonsufficient funds (NSF) fees applied to your account. Thank you for bringing your concerns to our attention.Paid NSF Fees represent the service charge we make in situations...

where there are insufficient funds in your account at the time a check or an electronic debit is presented for payment, but we cover the shortfall on your behalf. Doing this ensures the people and organizations you intended to pay receive their funds, sparing you additional charges and potential embarrassment. In each of the three occurrences mentioned in your complaint, there were not sufficient funds in your account to cover the transactions at the time each was presented for payment. Desert Schools paid those items on your behalf and applied the fee in each case. The specifics are:On Friday, 1/9/2015 an electronic debit from APS in the amount of $73.22 was presented for payment. At that time the account balance was $66.01. We covered the payment to APS and applied a Paid NSF Fee of $35.00 to your account. You did make a deposit of $100 at a Desert Schools ATM on Sunday, 1/11/2015 (Posted on 1/12/2015); however, those additional funds were not available to cover the transaction on 1/9/2015 so the fee was applied correctly.On Tuesday, 2/3/2015, check number 7202 in the amount of $792.72 was presented for payment. At that time the account balance was $6.84. We paid the check and applied a Paid NSF Fee of $35.00 to your account. A direct deposit from IRS Treas 310 in the amount of $2,531.00 was received and posted to your account on Wednesday, 2/4/2015; however, those additional funds were not available to cover the transaction on 2/3/2015 so the fee was applied correctly.On Tuesday, 3/3/2015, check number 7201 in the amount of $792.72 was presented for payment. At that time the account balance was $367.75. We paid the check and applied a Paid NSF Fee of $35.00 to your account. You did make an online banking transfer of $600 on 3/4/2015; however, those additional funds were not available to cover the transaction on 3/3/2015 so the fee was applied correctly.In each instance, items were presented for payment against an insufficient balance and, although it seems you were trying to ensure you had sufficient funds available, these items appear to have been presented earlier than you expected. The three Paid NSF Fees you incurred were charged correctly and in accordance with the terms and conditions of this account. However, as a courtesy, we are happy to refund one of the $35.00 Paid NSF fees. This credit was posted to youraccount on Friday, 3/6/2015.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 ###-###-####.

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Description: Credit Unions, Financing, Loans, Loans - Small Business, Real Estate Loans, Savings & Loan Association - Reps, Savings & Loan Associations, Mortgage Bankers, Loan Modification, Health Savings Administrators, Loan Servicing, College Savings Plans, Mortgage Lender, Loan Originator, Loan Modification - Auto, Banks

Address: 148 N. 48th Street, Phoenix, Arizona, United States, 85034

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