Digital Federal Credit Union

We have confirmed that the 30 day late payment has been removed from the member’s credit report. Although we had removed it from her credit report, the maintenance was not completed which resulted it in the information being reported again. The maintenance has since been performed and the derogatory late is no longer in XP or reflecting on her credit report. Should she continue to experience an issue she can contact our Collections Manager, [redacted], directly Monday-Friday 8am-5pm EST. at [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...

June. We appreciate your choosing [redacted] as your financial institution.  Have a great day. Thank you,[redacted]

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 assist. Thank you,[redacted]

DCU is still in the process of completing its investigation. As 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 loan. We will finalize our...

investigation and provide a direct response containing the pertinent details within the allowable dispute timeframe. Thank you.

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]

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 complaint. As 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 complaint. Thank you, [redacted] Tell us why here...

Hi [redacted], I apologize for the misunderstanding regarding your account.  You had overdraft protection until June of 2017.  All other charges afterwards are not overdraft charges on your account.  The charges reflecting in your account are now Nonsufficient Funds fees for failing to...

have enough money in your account to cover payments made to third parties.  As a result, the item is not paid and you are charged a $30.00 fee.  Please reference our schedule of fees: [redacted]   If you have any further questions you may call [redacted] for a further explanation of fees.   Thank you, DCU

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].
The [redacted] payment did not count as I spoke to several people at your office. Secondly [redacted] says it stated your reply was that it wasn't a valid account.  Lastly look at extension [redacted] at my work it's listed on your site or do you need a print screen of that too with all the lies you're speaking of.  Plus there's no address on file? Seriously?? I sent a letter to you guys with the address to. You are lying on here to make yourself look good 
Regards,
[redacted]

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 3 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 3 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 history. Thank you,DCU

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 11-15-16 about my complaint against DFCU #[redacted]. The DFCU said they would remove all negative payments from my credit report. They did not. [redacted] has a missed payment still on that report that DFCU did not remove when they closed that account. Why did they not remove both missed payments. Please clear up this mess that has been on going for months. Clean credit report Regards,
[redacted]

September 15, 2017   Dear Revdex.com, We have investigated this incident reported by our member.  This member completed her loan through our indirect program. We have documents signed by the member that stated her first payment was scheduled for February 25, 2017.  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: 8/11/2017 – placed a phone call and left a message on her machine (17 days past due) 8/29/2017 – placed a phone call and left a message on her machine 8/30/2017 – She did not respond to our calls so we sent an e-mail 9/4/2017 – 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 mail. Our first attempt to reach her was at 17 days past due to which she did not respond. Additionally, she mentions not receiving a coupon book as the reason she fell behind, however her first payment was made within the grace period. She then made the next four payments within the grace periods as well. We did not receive the July 25th payment until 9/5/2017 and then the August 25th payment on 9/14/2017.  These two payments were made outside the grace period.  We have investigated this issue and feel we have responded appropriately.  Thank You, DCU

Hello,At this time, we believe we have reached a satisfactory resolution with our member, [redacted]. A Consumer Loan Lending Specialist spoke with Ms. [redacted] and confirmed the following:-The installer/dealer described the finance as unsecured and DCU later explained it was secured by the...

panels.  [redacted] understood the circumstance.-DCU will review our disclosures and documents and enhance language as necessary.-[redacted] and DCU agreed to allow her to move forward with the refinance request. Thank you,[redacted]

October 24, 2017   Dear Revdex.com, We reviewed the rebuttal submitted by our member. As was previously discussed, our member admitted to having authorized the transaction in question. Section 1005.11 (a) of 12 CFR Part 1005 (Regulation E) defines the term error as:   An unauthorized EFT;An Incorrect EFT to or from a consumer’s account;An omission of an EFT from a consumer’s periodic statement;A computational or bookkeeping error by the institution for an EFT;A consumer’s receipt of an incorrect amount of money from an electronic terminal.   Regulation E also outlines the process we as a financial institution must follow when responding to a member’s dispute of an electronic funds transfer. This process is clearly outlined in DCU’s Electronic Services Disclosure and Agreements, a copy of which Ms. [redacted] received when she opened her DCU Membership.   On October 12, 2017 Ms. [redacted] was notified in writing that the merchant had denied her claim and that the provisional credit previously deposited to her account would be withdrawn on October 18, 2017. This is standard operating procedure and in no way retaliatory. These are timeframes we are bound to adhere to.   We value all memberships here at DCU and have reviewed this case in its entirely. The original Team Member who confirmed receipt of the dispute then transferred it to a Specialist for processing.  We regret that Ms. [redacted] feels she was treated unfairly however all steps for this claim were performed in accordance with the requirements of the regulation.  Accordingly, DCU considers this matter to be resolved, Thank You.     REFERENCE ERROR RESOLUTION PROCEDURES: 12 C.F.R. §1005.11

Dear Mr. [redacted], Below is a chronological timeline regarding the origination of the loan and subsequent placement of [redacted].6/25/15 New Loan
7/16/15 Welcome Notice mailed to member
8/13/15 First Notice mailed to member
9/10/15 Final Notice mailed to member
9/24/15 Policy forced placed to...

loan
12/24/15 Payment changed from $831.94 to $1591.77
12/31/15 [redacted] policy received dated 12/31/15; true lapse from 6/25/15-12/31/15; partial refund processed in the amount of $1709.00
1/7/16 Refund Notice mailed to member
3/31/16 Member paid the remaining amount of the [redacted] in the amount of $4911.51. Payment reverted back to original amount of $831.94
 As you can see, the majority of the [redacted] that was force placed was due to having a lapse of insurance coverage from 6/25-15-12/31/2015.  If you can provide [redacted] with proof of insurance during that time frame, we can refund the remaining amount of [redacted].  However, if you did not have adequate insurance coverage the fee will remain.  Thank you,[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].
The agent has stated "On February 8, 2016, a collections representative reached out  to Mr. [redacted] due to his loan being 37 days past due. Mr. [redacted] explained that a scheduled transfer he had from [redacted] did not arrive.", this is not TRUE at all. We already had more than $780 and payment to home equity was less than $200. The agent I spoke to couple of times after the fact that they claimed that the money was not there confirmed that I had enough money to pay my monthly payment. This has happened more than 2 times. They are lying. The history in my account shows that. Please make a note of this. Please help us remove the wrongly reported to credit bureaus. Thank you! Regards,
[redacted]

On July 9, 2015, when the member contacted us to review the possibility of lowering his rate based on a change in his credit rating, DCU followed its standard business practice to order credit from [redacted] utilizing the [redacted] CLASSIC V5 report.  The member’s rate was reduced from 7.49% to...

4.49% based on the credit report we pulled. Please let us know if you need anything further. Thank you.

They have sent a letter to me with no information only the information is please call [redacted] and there number I need to know extract reason 
Regards,
[redacted]

DCU has requested removal of the two 30-day late payments that resulted from this issue. We did not obtain proof of insurance at the time of closing however provided a clear disclosure at the time that insurance was required. When proof of insurance was not provided; two...

additional notifications were sent to our member prior to the forced placement, one on 3/17 and another on 4/14. We have since been able to confirm insurance was in place, the premium has been refunded, the payment restored to its original $652.55, and the next payment due is accurately reflected as 8/27/16. We apologize if our member felt his concerns were not addressed in a professional manner. We have reviewed the conversation with the DCU representative.

11/1/2017   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 2017. We will reach...

out to the member directly to finalize the process. This 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

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