Digital Federal Credit Union

Dear [redacted] , I am sorry to hear about your family emergency and the complaint pertaining to your account According to our records, the research indicates the following pertaining to your membership: June 15, you owed a minimum payment of $ This was not paid.July 15, you owed the past due amount of $for June and the current minimum of $for July making your total amount owed by 7/15/$ Our collections records show you spoke with an agent on 7/2/with a promise to pay $on 7/ This would have paid your balance in full You failed to follow through on the promise made for that payment You paid only $on 7/3/ Which satisfied the past due amount of $and left you still owing $for 7/15/ July 20th, you made a payment of $which satisfied the July minimum Your balance at that time was This left you with a balance of $ As you did not satisfy the ending statement balance you were assessed interest making your total balance in August No payment was received in August, making you past due Furthermore, there is no record of a contact you made to DCU to confirm the balance had been paid in full Also, there was no recorded call to our information center on our about the time of the payment s where you were told the balance was paid Additionally, this payment did not pay the balance off in full as described above Please see the attached transaction history showing this.After not receiving a payment for August you were assessed $in interest on the balance of $ This brought your total balance to $due 9/15/ No payment was received.You then became due for 10/15/owing a total amount of $after a $late fee and $in interest.DCU Collections attempted to reach you by phone on 9/23/but was hung up on.DCU Collections attempted another contact 10/1You reached back out to DCU on 10/to resolve and pay the balanceAs you initially made a promise to our collections department to pay the balance on 7/2, this issue would have never arose However, you are permitted to only make the minimum payment which is your choice to do Unfortunately, after making the $payment and $payment, you did not satisfy the balance in full leaving an amount of $still owed which was not paid until 10/ It is your responsibility as the borrower to ensure timely payments to your card Per the Fair Credit Reporting Act, DCU is required to report all loans accurately As there is no evidence of a DCU error resulting in the late payment we are unable to remove the credit hitThank you, [redacted] Tell us why here

11/1/ Dear Revdex.com, We have reviewed our member’s complaint regarding Mechanical Breakdown Insurance Having recognized that this situation was not handled in accordance with our policy or member service expectations; we are honoring the original quote from August We will reach out to the member directly to finalize the processThis will not require a refinance, credit pull, or change in rate In addition, we have reviewed the situation in detail with the staff involved to prevent a similar situation from occurring in the future Thank you DCU

September 15, Dear Revdex.com, We have investigated this incident reported by our member This member completed her loan through our indirect programWe have documents signed by the member that stated her first payment was scheduled for February 25, Additionally, the member signed a Digital Federal Credit Union Retail Installment Contract Rate Addendum that stated she would not receive a monthly bill or coupon book Attempts to reach this customer has been unsuccessful as detailed below: 8/11/– placed a phone call and left a message on her machine (days past due) 8/29/– placed a phone call and left a message on her machine 8/30/– She did not respond to our calls so we sent an e-mail 9/4/– A Right to Cure notice was sent which is what she is referring to in her complaint In addition to the above, [redacted] would have received at least one past due notice by mailOur first attempt to reach her was at days past due to which she did not respondAdditionally, she mentions not receiving a coupon book as the reason she fell behind, however her first payment was made within the grace periodShe then made the next four payments within the grace periods as wellWe did not receive the July 25th payment until 9/5/and then the August 25th payment on 9/14/ These two payments were made outside the grace period We have investigated this issue and feel we have responded appropriately Thank You, DCU

EBills is an optional feature offered through our Online Bill Payment service It is the members’ responsibility to ensure their payments are being made as requested, per the Bill Pay Disclosure available onlineIn the event one does not receive notification, it is their responsibility to periodically login and check on the delivery of new electronic billsThe time for notification may vary from Biller to BillerCompanies often update the security of their websites, which negatively impacts the eBills feature Many times, to re-enable the eBills functionality, a member must log in and update their user credentials Until that happens third party vendors are unable to access the information needed to obtain and provide the eBills and the information is not presented as expected There are Instances where this solution does not work, as with [redacted] ***, who recently prohibited access to third party vendors Due to this enhanced layer of security, eBills are no longer a feature for members to opt into for certain companiesAs a courtesy, DCU will refund the $late fee and the $finance charge; however, it continues to be each members’ responsibility to manage and monitor their own accounts to ensure transactions are clearing as expected

Hi ***, We apologize for any issue you might be having However, there is no account with the details you provided in your name as described Therefore, we cannot further investigate any potential credit dispute you may have as a result of failing to provide enough identifying information to locate an account in your nameThank you,DCU

Hello, It is my understanding that an Information Center Assistant Manger, [redacted] , spoke with you yesterday concerning the Revdex.com complaint At the time of the conversation, you had informed her that you were able to successfully open the savings account online As this matter now appears to be resolved and per your conversation with [redacted] , we are responding to the Revdex.com complaint as required Should that not be the case and you still have questions, please contact us so we are able to further assistThank you, [redacted]

Dear Mr [redacted] , It is my understanding that you spoke with [redacted] , Information Center Assistant Manager, regarding your points We do apologize for any misunderstanding surrounding the expiration of your points We have reinstated your points which will expire at the end of JuneWe appreciate your choosing [redacted] as your financial institution Have a great dayThank you, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

DCU is still in the process of completing its investigationAs you know we have denied your claim of identify theft as we have a signed affidavit in which you clearly state you provided your personal information to a third party for the purpose of obtaining a loanWe will finalize our investigation and provide a direct response containing the pertinent details within the allowable dispute timeframeThank you

DCU will be reaching out to the member to get additional information and review the issues brought up in the complaint

Please note that Rewards Points expire years from when they are earned The reason for the large lump sum of points (80K+ in this case) is that we switched vendors years ago and moved all points to the new systemThe new expiration date for all points that were transferred over was June of We have reviewed the membership and see that a total of 82,points have expiredSince 20,have already been credited back we have credited 62,points to be used within daysThis should provide sufficient time to use the points that have expiredIn order to know what points are expiring going forward, please review your account on the [redacted] web siteThis is the site used to make purchasesA team member will also reach out to you to ensure you are aware of the creditThank you

Hi, Based on the additional provided information You are already been made aware of the decision regarding the loan The loan will continue to be reported to all credit bureaus as a result of the written off status of the loan This was not ID Theft and was an authorized loan correctly reporting to all credit bureaus As a result, and per the Fair Credit Reporting Act, we are required to report and can only make corrections to any inaccurate or incorrect reporting As we have determined this is not incorrect, the loan will remain reported on your credit historyThank you,DCU

Dear [redacted] , The insurance requirement is a stipulation that you must agree to prior to have the loan originated Additionally, when you failed to meet the requirements for insurance, [redacted] mailed a notice to your address on file However, originally when agree to your loan contract, you accept the terms and conditions within the contact Additionally, you electronically signed and accepted the notice of providing [redacted] with your insurance Attached you will find two additional documents:1.) Your loan contract See page 2: Under Security Agreement: Property Insurance - this provision outlines the requirements for insurance.2.) Insurance requirements notice: You will see this document that you were required to accept and read electronically when accepting your loan contract Both attached documents were provided, and signed by you, electronically, prior to originating the loan In order to have a refund of any money, which we will happily refund, [redacted] will need proof of insurance for the previously outline lapse in coverageThank you, [redacted]

According to DCU records, this issue was resolved in working with our member, whom you sold the vehicle with As of 4:30PM 12/22/2016, we have [redacted] a new check issued to [redacted] for the amount of the loan, plus the additional $in returned check fees The tracking number for this check is [redacted]

Good afternoon, We apologize for any confusion or inconvenience that this transaction has caused; we do have a disclaimer on the Funding Page advising "This credit or debit card transaction will be processed in accordance with your card issuer's terms and conditions which might include fees and/or finance charges." A screenshot of this screen has been included in this response and DCU will contact the member via phone to provide this information as well We will also provide the member with a courtesy refund of the fees that were assessed by his financial institution as a result of this transaction

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I received a message from you (Revdex.com) on 11-15-about my complaint against DFCU # [redacted] The DFCU said they would remove all negative payments from my credit reportThey did not [redacted] has a missed payment still on that report that DFCU did not remove when they closed that accountWhy did they not remove both missed paymentsPlease clear up this mess that has been on going for monthsClean credit report Regards, [redacted]

Dear [redacted] *, Based on the provided information, I am unable to determine the account in which your complaint concerns The provided customer information (name, address, phone number, and email) does not match any membership we have in our system Additionally, there was no account number referenced in your complaintAs I am unable to determine the referenced account in which you speak of, I cannot answer or explain the outcome to your situation If you could please provide additional information that I can use to locate the referenced account, I could answer your complaint with exact specifics and provide a resolution Without this information we cannot proceed with investigating your complaintThank you, [redacted] Tell us why here

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [If you are rejecting the business's response please enter your rejection comments here.] I reject it becauae in my booklet I have marked down every month that I have sent out a bill and mine says the only month that I was out of the grace period is July and I missed February because once again I got my booklet a month late So im seriously not paying for there mess up Regards, [redacted]

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. 1-In the past I was able to talk to a supervisor on the phone and they could do it instantly - so this thing with 24hrs is totally made up2-she never told me it takes 24hrs3-i logged in this morning , and JUST NOW and I do not see the S3 showing under my personal membership Regards, [redacted]

Dear Mr***, Thank you for contacting us regarding your membership and *** loan. We apologize to hear about the difficulties you’ve had paying you monthly payment towards the balance owed on your *** credit card. We have reviewed your entire membership history and loan
applications regarding this complaint and our response is as followsYou initially applied for the credit card 12/13/2012. At that time, you listed your income at $1000/month working sales. You were approved for a $limit for the credit card at that time. You then applied for an increase in your credit limit on 3/25/2013. You stated you had the same income and job, and requested a $limit. Your request was denied due to your credit history being too new, and having a sufficient amount of unsecured debt with DCU. You were mailed an adverse action notice to your address on file informing you of the denial. You applied for another credit limit increase on 8/22/2014. This time you listed your employment as an Account Manager making $4k per year. You requested a $limit. This request was approved pending proof of income. You failed to supply proof of income and the request was subsequently expired and withdrawnOn 2/27/2015, you accepted a preapproval offer to increase your credit limit through Online Banking. Your credit score had improved significantly, as well as your income. The limit was not fraudulently increased without your knowledge and you were also qualified as a borrower to receive the increase in your limitAt the time of your preapproval acceptance, there was no indication of financial difficulty as you state in your complaint. You had remained in good standing with DCU, you had no past due loans on your credit report, and you had been making good payments to the *** and Auto loan you financed with us. Additionally, our records show you did not have difficulty paying until August of 2015, by which point you had already reached your maximum credit limit, and informed us of a change in jobs and lack of income. Our records show that after a few months of inability to pay, DCU offered you a deferment of payments in June on your *** loan. Two months of payments were subsequently deferred due to your financial status, in addition to a temporary reduction in payments on your Auto loan. In reviewing your transaction history, we see that most the balance on your *** is because you took Cash Advances from your *** and transferred the money directly to your checking account. You authorized the transfer of the cash advances, and as a cardholder are subject to the terms and conditions of the loan agreement and disclosures. In the disclosure you agreed to, you will find the following section: RESPONSIBILITY I agree to repay you according to the terms of this Agreement for all purchases, advances, FINANCE CHARGES, Fees and Late Charges , and collection costs arising from the use of the Account by me or any other person I permit to use my Account even if that person exceeds my permissionAny person using the Account is jointly and severally responsible with me. As the disclosure states, you are liable for the use of the account and the outstanding balance owed on your *** card. DCU cannot forgive the balance of the loan as you authorized the transactions on the credit cardYou may want to contact BALANCE, a free service available to all DCU members that provides budgeting and money management information that has helped many of our members avoid fees altogetherThey can be reached at http://www.balancepro.net/ or ###-###-####We appreciate you having chosen DCU as your financial institution and hope this helps clarify our position Thank you, *** Risk Management Assistant Manager