Diamond Credit Union

June 1, 2016Dear [redacted] :In response to your letter dated May 13, 2016, enclosed is the response from Stephanie C [redacted] and Greg M [redacted] , the individuals that handled this situationAs you can see, these situations become quite difficult at times and with the delinquency on the loan and the lack of proper insurance, I feel our staff members handled the situation well when it escalated at one of our branch offices.Please feel free to contact me after reviewing this case at ###-###-####.Thank you.RegardPaul S.Debt Counseling Manager

December 8, 2015Dear [redacted] :Ian writing in response to the complaint submitted by our member based on her recent contact with Diamond Credit UnionI apologize for her initial phone experience on 11/25/and her difficulty in reaching someone who could resolve her issue quickly.After reviewing the circumstances with the manager involved, it appears that he was able to resolve the situation to the members satisfactionHe was able to enter her in the contest as requested and contacted her promptly with the confirmationSee the enclosed email correspondence for confirmation of the exchange.Again, we regret her initial experience and appreciate the opportunity to resolve the situation and retain a good member relationshipWe look forward to serving her financial needs in the future.Sincerely,John F President/CEO

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: they are lying, my girlfriend never made any threats all she did was raise her voice and cuss while explaining the entire storyAlso they were FULLY aware that I had all of the cash in hand as I told them when I arrivedAlso, Greg refused the payment not because business was closed but purely out of spiteThe ladies there had to call and ask, of course of all people, GregA man who was rude and arrogant when they thought there was a problem with the insurance and again when this incident happenedThey should not reposes my vehicle while I am standing there for an hour trying to get them to take my moneyThey incurred me $in fees and caused me to miss a day of work, all because they are spiteful and wouldn't accept my payment when they could have.
Regards,
*** ***

June 1, 2016Dear [redacted]:In response to your letter dated May 13, 2016, enclosed is the response from Stephanie C[redacted] and Greg M[redacted], the individuals that handled this situation. As you can see, these situations become quite difficult at times and with the delinquency on the loan...

and the lack of proper insurance, I feel our staff members handled the situation well when it escalated at one of our branch offices.Please feel free to contact me after reviewing this case at ###-###-####.Thank you.RegardPaul S.Debt Counseling Manager

December 8, 2015
Dear [redacted]:
Ian writing in response to the complaint submitted by our member based on her recent contact with Diamond Credit Union. I apologize for her initial phone experience on 11/25/15 and her difficulty in reaching someone who could resolve her issue...

quickly.After reviewing the circumstances with the manager involved, it appears that he was able to resolve the situation to the members satisfaction. He was able to enter her in the contest as requested and contacted her promptly with the confirmation. See the enclosed email correspondence for confirmation of the exchange.
Again, we regret her initial experience and appreciate the opportunity to resolve the situation and retain a good member relationship. We look forward to serving her financial needs in the future.
Sincerely,
John F
President/CEO

December 8, 2015Dear [redacted]:Ian writing in response to the complaint submitted by our member based on her recent contact with Diamond Credit Union. I apologize for her initial phone experience on 11/25/15 and her difficulty in reaching someone who could resolve her issue quickly.After reviewing...

the circumstances with the manager involved, it appears that he was able to resolve the situation to the members satisfaction. He was able to enter her in the contest as requested and contacted her promptly with the confirmation. See the enclosed email correspondence for confirmation of the exchange.Again, we regret her initial experience and appreciate the opportunity to resolve the situation and retain a good member relationship. We look forward to serving her financial needs in the future.Sincerely,John F President/CEO

Review: I will never do business with Diamond Credit Union ever, and I will recommend my friends, family, and clients to never use this organization. My proble** began when I first opened up my loan. I wanted to use auto-bill pay with diamond, and they gave me an "ACH" form to fill out and fax to them. I filled it out immediately after receiving my loan. The first time, they said they never received it. I understand faxing can be a less than perfect way to send a form, so I offered to e-mail it. The rep told me they would only accept faxes. Her tone was negative and abruptly demeaning. Sometimes people have bad days, right? So I offered to fax it over a second time. This time I asked for the rep to call me to confirm it had made it over. I never received a follow up call. I then, called a few days later and asked for a manager, but the rep told me to fax it over and she would wait on the phone until it came over. Finally, Diamond received my ACH form and my payments would supposedly be taken out of my check account I have with another bank. A month later I received a letter from diamond saying they had not received payment. I called to find out what happened. Apparently there was an issue with the funds crediting diamond to pay my account, so I called and left a message to find out if I gave the correct account and routing number (which I found out was correct from my own bank). I did not receive a call back for the second time from diamond. So my frustration with their lack of customer service was increasing. I began to make my payments with a check sent in through USPS mail which is an inconvenience.

About two months later I received a call from my insurance company saying I owed a $15 processing fee and they had to cancel my insurance (which is a whole other issue), so I called to get it reinstated. By this time Diamond had found out that my motorcycle insurance had been canceled and they sent me a letter saying I would have to pay 2100 for the whole year for supplementary insurance. By this time, I had figured I would have to pay about $175 a month for insurance. The Diamond rep also called me and stated that I would pay 2100 a year for their insurance. This did not bother me a whole lot because I figured I would have to pay for two months of Diamonds insurance which by the way was the conversation I had with the diamond rep because I asked if it would be about 175 a month for their insurance. I did, in fact, get my insurance re-instated with my current carrier. So, for two months, I had Diamond's insurance that they SAID would be about 175 a month. The next letter I got from diamond almost gave me a heart attack. They said because I had their insurance for two months, it would cost me over $900. $900 for two months of insurance on a 12,000 motorcycle?? No one from Diamond told me about this, or that this would happen. Not only that, I asked how I could get the 900 fee waived and they told me to call my insurance carrier and have it "backdated" (which is illegal by the way). I told them, if I knew you were going to charge me 900 for two months of insurance, I would have taken care of this immediately, but of course, the conversation I had with the rep was aprox. 175 / month. I also asked how they got to the 900 number and there apparently is no rhyme or reason, and they said it's for "fees". I personally think they led me to believe the insurance was 175 a month on purpose, so they could charge me the full 900. Their customer service is lackluster. They don't return phone calls promptly. They are very ambiguous with explanations for their own benefit. They tell you to do illegal things in order to solve proble**. They will not work with you to the correct the situation. They have no one over there that see** to know how their own insurance will be billed and give you no warning about the actual cost per month, and they don't seem to care about customer retention. I strongly caution anyone thinking about using this organization to choose an alternative, or relieve your current relationship with Diamond.Desired Settlement: I do not want to pay over $900 for two months of insurance. The rep told me it would cost roughly $175/month. I will be happy to pay the $175 for two months. I think this is reasonable.

Business

Response:

12/20/13

Dear **. [redacted],

I'm writing in response to a letter we received regarding a complaint from one of our members, ID number [redacted].

First let me say that we take member disputes very seriously and always investigate any complaint of dissatisfaction from a member. We will be contacting our member directly to discuss this situation. Although we are not in agreement with our member on this issue, we are willing to work with him to come to a mutual resolve.

As a financial institution, we are limited as to what information we are able to release to you. We must abide by the privacy laws regarding disclosure of a person's personal and financial information. I will inform you of our standard operating procedure regarding this situation and tell you that upon investigation of this matter, it was found that our procedures were followed.

Members are required to provide full insurance coverage on their vehicle at all times through the entire term of their loan. If they fail to maintain continuous coverage, Diamond Credit Union will purchase a Collateral Protection Insurance certificate at the member's expense. When a member allows their insurance to lapse, they will receive numerous notifications from us regarding that lapse of insurance. I have included examples of the letters that were sent to our member. I would also like to mention that it is our practice to follow up with a phone call in an attempt to speak to the member and rectify the situation prior to any purchasing of CPI. While researching this issue it was verified that a phone call was placed on November 1, 2013 and our staff did speak to him.

The cost of the insurance is not calculated by Diamond Credit Union; it is calculated and charged by the third party insurance company. The direct phone numbers for insurance related questions are specifically listed on the insurance notification letters. If members call requesting how an insurance premium or refund is calculated, we immediately notify the insurance company to contact the member with a letter of explanation. Again, it was verified that the procedure was followed. We received a copy of the letter dated December 10, 2013.

I hope this gives a dearer understanding of the situation and again I'm sure you understand the limitations of our explanation due to privacy laws. Thank you very much for your time regarding this matter.

Thank you,

Business

Response:

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