Digital Federal Credit Union

Dear Mr. [redacted],We are sorry that you were inconvenienced. Initially, you were unable to perform the ATM deposit because your account balance was negative and consequently blocked. You then made the deposit via a non-proprietary ATM resulting in a hold on the funds. You could avoid a similar...

situation in the future by making your deposits at a physical shared branch location at which the staff will be able to verify the deposit is in fact cash and not place a hold on the funds. This was unfortunately not possible at the ATM you used and the routine hold was applied as is disclosed you in the Funds Availability section of our Truth-in-Savings Disclosure and Account Agreements which was provided to you when you opened your account.

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, 2015 you owed a minimum payment of $25.00.  This was not paid.July 15,...

2015 you owed the past due amount of $25 for June and the current minimum of $25 for July making your total amount owed by 7/15/15 $50.00.  Our collections records show you spoke with an agent on 7/2/15 with a promise to pay $139.52 on 7/2.  This would have paid your balance in full.  You failed to follow through on the promise made for that payment.  You paid only $35 on 7/3/15.  Which satisfied the past due amount of $25 and left you still owing $15 for 7/15/15.  July 20th, you made a payment of $100.00 which satisfied the July minimum.  Your balance at that time was 130.88.  This left you with a balance of $30.88.  As you did not satisfy the ending statement balance you were assessed interest making your total balance in August 32.15.  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 $0.30 in interest on the balance of $30.88.  This brought your total balance to $32.45 due 9/15/15.  No payment was received.You then became due for 10/15/15 owing a total amount of $57.76 after a $25 late fee and $0.31 in interest.DCU Collections attempted to reach you by phone on 9/23/15 but was hung up on.DCU Collections attempted another contact  10/1You reached back out to DCU on 10/2 to resolve and pay the balance. As 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 $35 payment and $100 payment, you did not satisfy the balance in full leaving an amount of $30.88 still owed which was not paid until 10/2.  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 hit. Thank you, [redacted] Tell us why here...

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 $24 in returned check fees.  The tracking number for this check...

is [redacted].

DCU has reached out and left a message for this member.  In addition, we have Federal Expressed further communications to the  member in regards to this membership further explaining the reasoning behind the extended holds that were placed on the funds in question.  At this time, DCU...

considers this matter resolved.

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 Don't agree with the business response. Like I mentioned in my original complaint I haven't received any mails from [redacted] notifying the placement of [redacted].  Does [redacted] have any proof  of  the delivery, signature of receipt?]   
Regards,
[redacted]

Dear Mr. [redacted], Our records show that you contacted DCU directly on Friday April 22, 2016 with regards to the inaccurate credit reporting on the Auto Loan. At that time, DCU took action and submitted a correction on Monday April 25, 2016  to all 3 credit reporting agencies to reflect the...

loan as paid after charge off with a zero balance.   A 2nd dispute was received directly from the credit reporting agencies and DCU responded in the same way on May 17, 2016.  While action was taken on both the verbal and credit reporting agency disputes, we cannot speak to the internal procedures and timelines of the credit reporting agencies for processing the corrections.   On May 23, 2016, a 3rd request to update the Auto Loan information was submitted to all 3 credit reporting agencies and we confirmed that the loan is now reporting correctly on [redacted]
  In the event you has any additional questions or concerns he can contact me directly at [redacted]. I am generally in the office Monday-Friday 8am – 5pm EST.   Thank you,   [redacted] Assistant Collections Manager Digital Federal Credit Union Phone: [redacted] Tell us why here...

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]

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 online. In the event one does not receive notification, it is their responsibility to...

periodically login and check on the delivery of new electronic bills. The time for notification may vary from Biller to Biller. Companies 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 companies. As a courtesy, DCU will refund the $25 late fee and the $1.25 finance charge; however, it continues to be each members’ responsibility to manage and monitor their own accounts to ensure transactions are clearing as expected.

The member is correct in that an error was made on our part and inadvertently not corrected in a timely manner. A correction will be made and the Team Leader of the department that processed the deposit will be reaching out to our member tomorrow morning to apologize. 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. 
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]

Hello,We have received word from our insurance tracker and account services department a full refund will be provided and you have been informed of the outcome. We apologize for any inconvenience this may have caused. We appreciate your business and thank you for banking with DCU. ...

 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]. Please add your rejection comments below. 
 Hi ,Good morning.I accepted the business response this morning  as resolved by mistake .All I wanted to do is reply back on the response to say I have already included the details they are requesting for.Please re- open the complaint  as the the issue is not yet resolved by business.My complaint #[redacted]. Thanks,**.

I have researched this complaint and have spoken with [redacted] and communicated by email to let him know that the credit inquiries are legitimate inquiries and therefore we will not be removing them. He also asked if we could make them a soft pull rather than a hard pull which is not an option...

for us either. Please let me know if you need any additional assistance. Thank you.

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 coverage. Thank you,[redacted]

Please see attached retail installment sale contract form.  Page one states when members payments were going to begin.  Page 2, paragraph one states " I further understand this means I will not receive a monthly bill or coupon".  Member agreed to these term by signature confirmation.

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]. [redacted] from DCU called me personally and helped me to resolve the issue. He was very polite and credited the cash advance fees. I re-opened the checking account and am happy with their service.I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Hi [redacted], 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 name. Thank you,DCU.

That's ok ... no apologies needed ... I know the person that process the check misread the account number Mistakes are ok ... that is how we learn

A more recent letter was placed in the mail yesterday; I do not believe the member has received the most up to date information.

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]