Desert Schools Federal Credit Union

I am writing in response to the complaint recently filed by [redacted] with the Revdex.com regarding your automobile loan. Thank you for bringing your concerns to our attention.The complaint indicates that [redacted] believed Desert Schools had received authorization...

from you to speak with her regarding your automobile loan. Unfortunately, we have no written authorization on file. On two occasions, 10/27/14 and 2/9/15 we received verbal authorization from you to speak with [redacted] during those calls only. During the phone call on 10/27/14, when your loan was 27 days past due, [redacted] talked with our team lead, [redacted], regarding the possibility of a payment deferral or loan modification that may have provided some temporary relief that would allow additional time for payments to be made. [redacted] contacted our Loss Mitigation department and confirmed that they would review your situation. However it would be necessary to for you to complete and submit an application and updated financial information. Representatives from our office left voice messages requesting a return call so we could discuss the options with you. Additionally, we were contacted by [redacted] on 11/19/14, 11/21/14, and 12/5/14, but were prohibited from discussing the options in detail because of privacy restrictions. We encouraged her to have you contact us directly so we could assist you.On 12/29/14, when your loan was 60 days past due, we sent a “Final Demand” letter notifying you that your account had reached a critical stage of delinquency and required your immediate attention. It noted the principal balance of your loan at the time of $1,929.42.On 1/6/15, when your loan was 68 days past due, our Credit Assistance department received an email from our Member Assistance team advising us that they had received a call from [redacted]. During the call she informed them that your phone services had been disconnected. Additionally, she indicated it was still your intent to pay your payment some time near the end of January. No specific amount or date was provided.On 1/27/15, when your loan had reached 89 days past due, it was assigned for repossession. Desert Schools had not received any additional communication from you or [redacted] subsequent to the conversation on 1/6/15. The delinquency had aged to a critical stage and it was necessary to assign the account for repossession in an effort to protect our collateral. On 2/9/15, when your account was 102 days past due, you contacted our office and authorized our representative to speak with [redacted]. We advised [redacted] that the payoff due was $2,112.10, which included the principal balance, accrued interest, accrued late charges, and the repossession close fee. She contested the payoff and stated that a letter you had received indicated that only $1,900.00 was due. She then stated that is what she would pay and no more. Our representative attempted to explain that in order to pay off the account the principal balance, all interest and fees (including repossession close fee of $102.00) would need to be paid before the lien on the collateral would be released. In an effort to clarify the “repo fee” we explained that though the collateral had not actually been repossessed, the account had been assigned for repossession and Desert Schools would incur a $102.00 fee to close the assignment with the repossession company. The fee would be added to your loan as part of the Collection Costs outline in your contract. Despite our efforts to explain the amounts due [redacted] elected to terminate the call.On 2/11/15 our office received a call from our [redacted] branch. They advised that [redacted] was in the branch and wished to pay $1,950.00 toward your loan. Our representative advised the teller that the payoff was $2,125.53, which consisted of $1,919.42 principal, $67.40 late fees, $26.41 interest and $102.00 repo close fee. We further advised the teller that the funds would be applied to your loan, but until it was paid off the title would not be released. The $1,950.00 was deposited to your savings account and then the following amounts were credited to your loan: $1,843.19 principal, $26.41 interest and $67.40 in late fees.Your account remains past due for the remainder of the principal balance of $76.23, a late fee of $13.48, interest due of $.74, and the repossession close fee of $102.00 for a total payoff of $192.45.As a courtesy we will waive all of the remaining funds owed. Your loan will reflect being paid off and we will release your title and provide you the appropriate payoff documentation. I appreciate the opportunity to respond to the concerns outlined by [redacted]. I am hopeful that the detailed information provided will assist you in understanding the circumstances of your loan. 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 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

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 applied for a home mortgage remodification with DSFCU on 03/31/2016 with Nora C[redacted]. I was told at this time that the process time on the remodifcation is 30 days. Seven weeks later, I had no follow up, despite sending multiple emails and voice mails to my contact person. Then, on 05/26/2016, I got an email stating that the process is 60 days, and that it would be 7 more days. On 06/08/2016, I still had no follow up, no one will return my phone calls or emails. Interestingly, my home insurance company is stating that DSFCU has taken over my account. But I have received NO correspondence from these people. Extremely unprofessional. I would never choose to do business with them again.

I am writing in response to the complaint you recently filed with the Revdex.com regarding the discrepancy in balances and non-sufficient funds (NSF) fees being assessed to your account. Thank you for bringing your concerns to our attention.For the discrepancy in...

balances provided on your receipts and online, I am unable to research or respond to this portion of your inquiry as specific dates and transactions were not provided. If you are able to provide additional documentation regarding the dates of the transactions and balance discrepancies we would behappy to research this further for you.In regard to transactions in which funds have already been set aside and were assessed Paid NSF fees, in accordance with the Statement of Terms, Conditions and Disclosures that govern your account, once the Credit Union approves an authorization, the amount of that authorization will be held against the checking account orapplicable overdraft accounts until the completed financial transaction is submitted by the merchant or one business day, whichever occurs first. While the funds are on hold for an authorization, they are not available for withdrawal by any means. Additionally, if an item is paid against insufficient available funds, a notice will besent to you and a fee will be imposed as set forth on the Fee Schedule adopted by the Credit Union.As a courtesy and exception to the above stated account disclosures, we have refunded $140.00 in Paid NSF fees to your account. 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 [redacted].

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,

I am writing in response to the complaint you recently filed with the Revdex.com regarding the handling of your request to stop the transfer of funds from another financial institution to Desert Schools Federal Credit Union. Thank you for bringing your concerns to our...

attention.

 

I would like to begin with an apology for what seems to be a miscommunication between the Revdex.com and Desert Schools . We do not have any internal record of receiving a copy of your complaint from the Revdex.com in January. I assure you that we take any member concerns very  seriously and attempt to resolve them as quickly and fairly as possible. We appreciate you sending a follow up letter to us so we can properly address your issues.

 

I have researched the concerns expressed in your complaint. Unfortunately we do not have any record of the request to cancel the external transfer, which you stated you sent when you paid off the loan. We did, however, receive the secured message asking for the transfer from BMO Harris to Desert Schools to be cancelled On November 25, 2013 . Later the same day and in response to that message, our representative replied asking you to call our Member Assistance Center or visit a branch to cancel the transfer. As you stated in your letter, you visited our Scottsdale  branch and completed the appropriate form (copy enclosed). We should clearly have done a better job of clarifying your intent at that time because the form did not accurately  reflect your wishes. The stop date for the transfer indicated by the form was December 21, 2013; one day following the scheduled transfer for December. From your letter, it is clear you wanted the transfers stopped at once, before the December  transaction.

 

Later in your letter, you indicated the teller you spoke to incorrectly advised you that if a transfer was received after your account was closed, those funds would not be restored to you. That is, of course, incorrect. If your account was closed while a deposit was pending, the funds would be returned to the originating financial institution. You would not lose the money. I can't explain this error; however, I can assure you we are continuing to try to identify the staff member involved so we can correct his/her understanding of this process for the future.

 

Lastly, you indicated your wife placed a stop payment with BMO Harris to ensure the transfers would not continue. The cost to do this was $35.00. Although we actually fulfilled your written request to cancel the external transfers, it is clear that transpired at least a month later than you intended. Had we managed this process more effectively , you would not have felt it necessary to incur that expense. We are truly sorry for the inconvenience you and your wife experienced and I hope my response adequately addresses the concerns you expressed. I      have enclosed a check for $35.00 as repayment for the stop payment fee you incurred. I  hope that,in spite of your less than positive experience on this occasion, you will give Desert Schools another opportunity to win your business at some point in the future. In the meantime, if you have any further questions or concerns, please feel  free to call me  directly at ([redacted]) [redacted].

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;
&n**p;

I am writing in response to a complaint you recently submitted to the Revdex.com regarding $690 of fees that were charged to your Money Market account over a 46 month period.  The $15 “Low Balance Fee” was assessed monthly from June 25, 2010, through March 25, 2014, as a result of...

your account balance being below the required $2,000 minimum to avoid a fee.  As a clarification, you state that $687 of fees were charged in total while our records indicate $690.

When you enrolled in online banking and e-statements you also agreed to receive notifications through that online channel.  In your letter, you acknowledged that you had not attempted to resolve the issue which   resulted in you being locked-out of online banking and, as a result, had not checked your e-statements “in years”.   Your choice to not check your e-statements is presumably the reason you also claim in your letter that Desert Schools did not provide appropriate notification of the change in the minimum balance requirement from

$1,000 to $2,000.

In fact, this change was communicated to all accountholders in a notice which accompanied the March, 2010 statements.  Additionally, Money Market account holders with balances less than $2,000 received a second notification concurrent with, or just prior to delivery of the April, 2010 statements.  Both communications occurred well in advance of the May 1, 2010 effective date, but in your case, as with all other e-statements users, those communications were delivered through the online banking channel.

You also mentioned that our Ahwatukee branch team at 4940 East Ray Road did not respond to your issue in a timely manner.  I agree that we could have handled your situation more effectively.  We fell short in our commitment to help you resolve your issue in a timely manner and, as a result, your low-balance situation continued for another month, resulting in a further low-balance fee. I would, once again, like to offer my sincere apology for that delay.  As you are already aware from a voice mail message of April 25, 2014, I initiated a  credit of $400 back to your account as a gesture of apology for our ineffective member service.

However, you informed our branch manager on May 5, 2014, in a telephone conversation, that you were not satisfied with this gesture and wanted a refund of the remaining $290.  We are not prepared to do that.  Desert Schools stands by its decision that the minimum balance increase in May of 2010 was more than adequately communicated and that all of the fees charged from June 2010, through March 2014 were appropriate.  Had you resolved your online banking access issues, and reviewed your e-statements and our notices, this fee change would have become apparent, and you could have taken appropriate steps to avoid incurring low balance fees on your account.

You should also be aware that your Money Market account balance is currently below the $2,000 minimum and will continue to be assessed the $15 low balance fee each month until that situation is remedied. Our Ahwatukee branch manager, [redacted], indicates she has already contacted you, on May 12, 2014, in an effort to offer solutions and assist you in taking steps to avoid this.

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].org.

[redacted] 

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

Union[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.

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.

Two movie tickets to assuage us that our embarrassment at not being able to pay a bill at a supermarket for food should be accepted.

I really appreciate the letter from the VP who obviously took time out to look at our case and make a very pleasant offer.  But he claims he works for a non - profit, so why do they charge interest rates? There is no such thing as a non profit financial institution, we can argue this point till the sun rises but at the end of the day the organization must make money on its money (or it's customers deposits) I do not mind having a debate about this with Jim as I am a trained Economist and believe I know a little about the nature of financial institutions. They work under the same or similar guidlines as [redacted] or [redacted].

I have told you what I want in recompense and maintain my right to charge them PRECISELY (as opposed to their indiscriminate charges) for false charging, loss of revenue, inconvenience

Regards,

I am writing in response to the follow up letter you sent to the Revdex.com, indicating your displeasure with our earlier response. I appreciate the opportunity to clarify our position regarding your concerns.

In summary, your initial complaint was that your debit card was declined on November 6th, when you attempted to purchase groceries, because of the direct deposit from your wife's employer had not been credited as your expected. You requested a refund of the $70 in fees you were incorrectly assessed, and you asked that the credit union pay you $1,000 for the embarrassment and inconvenience of having your card declined at the grocery store.

In my previous letter I explained that a power failure affected our ability to process incoming ACH files, including that from your wife's employer. Until we were able to recover from this event and post all the direct deposits, our card approval decision for all members were based on account balances immediately prior to the outage. In your case, your account showed a negative balance of -$227.55, as a result of two previous transactions which cleared your account on November 5th. Had the direct deposit posted in the early hours of November 6th, as normal, your account would have returned to a positive status. 

In my previous letter, I apologized for the inconvenience this caused and I refunded the fees to re-set your account balance as it would have been if we had no experienced a system outage. I recognize it is inconvenient and somewhat embarrassing when a payment card is declined. However, card declines, for any of a number of reasons, have also become so commonplace that there is no meaningful stigma to having a card declined. Consequently, I have nothing more to offer you than a further apology for your inconvenience, caused by our system outage; Desert School will not be offering any additional compensation. 

Thank you again for bringing your concerns to our attention. We, at Desert Schools, genuinely appreciate your many years of membership. I hope my responses, and my explanation of events, confirm our commitment to you as a member.

 

Sincerely, 

Vice President - Contact Center Operations

cc. Revdex.com

Thank you for taking the time to speak with me today regarding your recent visit to our [redacted] Branch, and the ownership of your accounts with us. Desert Schools prides itself in providing the highest level of service to our members. Unfortunately, we have fallen short of meeting your...

expectation during this interaction. I want to offer you my sincere apologies and assure you that we have reviewed this situation and are taking steps to make sure we address transactions like this differently in the future.  As a follow up to our conversation, I have personally reviewed the accounts you hold with your husband, son and daughter, and made sure the account ownership reflects your requests on all of these accounts. I apologize that we were not able to resolve this matter entirely on your first visit, but please rest assured it is now corrected. I will also take the appropriate measures to address the error that caused this situation initially.I am pleased that you have agreed to meet with [redacted] regarding your trust, on Tuesday, November 25, 2014 at 9:00 a.m. ([redacted] Branch). As you know, completing this trust is a very important step towards achieving the peace of mind you desire for your family. I am confident that [redacted] will assist you in getting this finalized to the satisfaction of both you and [redacted].   Mrs. [redacted], the years of membership and loyalty you have shown us are invaluable to Desert Schools. I again apologize for the inconvenience and frustration this has caused you. Thank you for allowing me the opportunity to correct this and provide you with the answers you requested.  If I can be of any further assistance to you, please feel free to contact me at 602-433-7039. Thank you for your continued membership.

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

Absolutely worthless, hacer been a member for several years and no once have they helped me. I have applied for loans and they have never approved me. Credit score is a 680. I am closing my accounts this week and getting out of worthless union.

Review: I deposited a check into my checking account more than a week ago and the bank STILL hasn't released the funds and has charged me more the $500 in Insufficient Funds charges. According to my statement my current balance is more than $1,000 yet my Available Balance is -$700. I've asked them why they haven't released my funds and they just dance around the question and feed me some process **. I lost my job and now because of Desert Schools I am unable to pay my bills, rent and food. Because of Desert Schools I will be homeless.Desired Settlement: My funds released and be reimbursed for the NFS charges so I can pay my bills, rent and food.

Business

Response:

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 AssistantDesert Schools Federal Credit Union&n**p;&n**p;

Review: The credit union receives a direct deposit from the US treasury every month on the 30/31 or 1st for deposit into my checking account. Desert schools will not credit my account in a timely manner. Desert schools received my deposit on 11/30 but made funds available 12/2. This month, my deposit was received on 12/31 but will not be available until 01/04. The only response I was giving is that it is "processing"? However, I don't think it is ethical for a financial institution to hold electronic deposits for days until they "get around" to posting them. Other institutions with integrity will release funds immidiately. No one can tell me why the credit union has this practice. People need their money when received, not when the credit union feels like releasing it. There are bills to pay.Desired Settlement: I would like someone from the credit union to explain to me why my direct deposits are not available when they are received and to make them available without delay/days later.

Business

Response:

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

Not an organized bank. I have a checking a nd savings account with them and was told that because I have a mortgage with them there would be no monthly charge. Well they took out a monthly charge anyway until I caught it and madethem give me back all the charges.

As far as mortgage goes they will say anything to get you to get a mortgage with them. I was told I could make payments every week and after months of having to call and have them fix where the money goes they still screw up my payment every month. And I never talk to the same person twice and I have to explain everything all over again to every person I spent too. Extremely frustrating and time consuming bank.

Review: My mother who had passed away in 2010 had banked with desert schools for many years she had a checking and savings account with them and had opened a savings account under my name when I was a minor child. In addition the joint savings account which is in my name was also linked to a safety deposit box of hers. You’d think that Desert schools would try to help their customers when someone loses a loved one but they do the opposite. I had went to the bank and explained to the banker [redacted] about my situation with the safety deposit box. Shortly after my mother’s passing the safety deposit keys ended up missing. There is a possibility that they were stolen by a family member but I have no way of proving that and the person who may or may have not taken them was a signatory on the box. I explained that to [redacted]. I had originally went to desert schools to simply ask for a deferment on my safety deposit box payment. I explained to [redacted] that I was a college student waiting on my financial aid to come in. The teller and [redacted] both said there was nothing they could do. I am tired of having to pay this thing every year and the price of it keeps going up and there is nothing I can do about it . just asking for a deferment is not an option and I feel that this is not right since this savings account and safety deposit box were opened when I was a minor I never even used that savings account until I was an adult and started working. I don’t have the keys I don’t have access to the box and I simply can’t afford to pay 200 to have it opened and desert schools refuses to help what’s even worse is that my deceased’s mothers bank account is still active as I can transfer funds to it online if I choose to. I explained that to [redacted] as well. I had asked him to check the ledger to see if anyone else besides me had accessed the box. He said that none one but me had entered it since 2010. I am truly angry with deserts schools and there lack of compassion. I lost my mom and I want to move on with my life and this safety is causing my more hurt. There is nothing of value in that box anyways but the bank doesn’t care. I told the bank there may not be funds in there on the first of august. And I want to make this clear that the bank will not only pull the money but they charge a 35 dollar fee. If the bank does this I will not have money to eat and will have to go without having something to eat as my food money will be gone. That is why I am asking for a deferment I did not ask to have this box in my name I did not ask for the keys to get lost/ stolen. It has been hard since my mother died and I just want to move on with my life and this bank is no helpDesired Settlement: I would like the bank to do one of two things I would like them to drill the box at no charge or issue a replacement key. Or my first offer is a deferment until the 20th of august. I feel that is fair since this box has never not been paid and I am more than willing to pay the 75 on the 20th but I can’t afford to do it on the first. These 2 options are more than reasonable and if the bank cannot do either on of these two options than I will not be satisfied with my complaint and I will close my account with desert schools and I will never bank with them again.

Business

Response:

Let me first offer my sincerest condolences for the passing of your mother. I am writing in response to a complaint you recently submitted to the Revdex.com requesting that Desert Schools defer our annual Safe Deposit Box rental fee of $75. You previously addressed this issue at our 44th Street & Thomas Road location and through social media on our Facebook page.

I can clearly see your frustration and truly apologize for the inconvenience this has caused. We have fallen short of our commitment to provide you with exceptional service and an immediate solution. This situation does not represent the standard of service on which we pride ourselves.

I understand that, since writing your letter, you met with [redacted], our 44th Street & Thomas Road Branch Manager, on August 4th and a solution was agreed upon. In summary, Desert Schools will incur the expense associated with having the Safe Deposit Box opened, provide you with its contents and terminate the lease agreement on August 5th. In addition, we have reversed the $35 non­-sufficient funds charge that you incurred as a result of the application of the original Safe Deposit Box fee.

We are committed to quality and exceptional member service to each and every one of our members and strive to exceed every member's expectations. Although we fell short in this situation, I hope that you will allow us to demonstrate our dedication to delivering quality service in the future.

Thank you for taking the time to tell us how we are doing and I apologize again for your recent experience. If I can be of further assistance, please don't hesitate to contact me at ([redacted].

Review: Desert Schools enabled their privilege pay overdraft protection without my consent or knowledge leading to eight overdraft fees being incurred, of which only four will be refunded.Desired Settlement: I would like all of the overdraft fees to be reversed due to the fact that they changed the status of my account without any notification.

Business

Response:

I am writing in response to the complaint you recently filed with the Revdex.com regarding overdraft protection being added to your account and subsequent non-sufficient funds (NSF) fees being applied to the account. Thank you for bringing your concerns to our attention.In your complaint, you indicated your belief that Desert Schools enabled Privilege Pay without your consent which led to eight overdraft fees being incurred. That is not the case. Privilege Pay has not been active on your account since April 20, 2012 and, as a result, Desert Schools will not authorize debit card transactions against an insufficient balance.In this case, the Paid NSF Fees assessed to your account in April and May of this year resulted from debit card transactions which were each authorized against a sufficient balance. However, because the merchant was apparently slow in completing the transactions, the funds held against those authorizations had been released and the account balances were no longer sufficient. A Paid NSF Fee of $35.00 was applied to each transaction.Our Statement of Terms, Conditions and Disclosures that govern your account state: “Once the Credit Union approves an authorization, the amount of that authorization will be held against the checking account or applicable overdraft accounts until the completed financial transaction is submitted by the merchant or one business day, whichever occurs first.” The one business day limit is enough for most transactions to be completed because, as you might imagine, merchants are typically keen to complete transactions. However, there is no requirement that they do so within one day, which seems to have been the case in this situation. This makes it important that you remain aware of your available balance. As a courtesy, I have refunded the additional four NSF Fees on your account. However, in the event this situation recurs in the future you should expect we would again apply Paid NSF Fees of $35.00 for each transaction, up to a maximum of five per day.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 ###-###-####.