Digital Federal Credit Union

October 23, 2017   Dear Revdex.com,   We received the complaint submitted by our member [redacted].  In her complaint she states, “I filed a dispute with my bank regarding a transaction that I did not receive”.  In an email written by [redacted] on August 22, 2017 to [redacted]...

[redacted], [redacted] states “As stated in the previous email with one of your colleagues, I already confirmed that the charge was authorized by me.  However, I did not receive the services I paid for”. The merchant has denied the dispute as services were rendered and the transaction was authorized. DCU has no control over customer satisfaction issues and [redacted] must express her discontent with the merchant directly. Please note we have attached the email received from our member.  Accordingly, DCU considers this matter to be resolved.  Thank you.

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.

Hello,Below is a response from our Collections/Financial Wellness department concerning your complaint:The [redacted] account reporting on [redacted]’s [redacted] and [redacted] Credit Reports is reporting correctly. This account is not due to fall off of his credit reports until 7 years from the date...

of 1st reported delinquency which was 06/13/2009. According to this date, Mr. [redacted]’s [redacted] is reporting correctly with these agencies and would  record continue to report until at least 06/13/2016.  As far as [redacted], we have been unable to determine why the loan is being suppressed and how long it has been suppressed.  In an effort to resolve this for the member we will remove the [redacted] from both his [redacted] and [redacted] credit reports. He will need to allow 10-14 business days for this update to be reflected on his credit reports. With regards to the 1099C, it is not notification of a forgiveness of debt.  It is a reporting requirement that DCU must meet per IRS guidelines. It has no bearing on whether or not the debt is forgiven. Mr. [redacted] will need to speak to his tax advisor with any additional questions regarding the 1099C. 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].  
This business is telling me that putting cash in an ATM machine requires 5 days to be verified? I do not think it takes that long to verify $5.00 placed in an ATM. I do believe this bank has some shady business practices going on and I am just going to probaably end up closing my account with them. 
Regards,
[redacted]

DCU has been in contact with our member to explain how the CFPB Regulations affect his wire transfer. The funds have been credited to the account in China and we have requested documentation showing the loss in funds due to conversion.

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]. 
 
Regards,
[redacted]

Dear [redacted],I apologize in having this escalate to this point and for the service you received.  We have reviewed this the individual to ensure someone else does not receive the same service.As for your complaint, you reference the issues with paying on your loan.  It is unfortunate to hear...

you’ve been experience financial difficulties.  Although the DCU website in the past has not permitted external payment sources, you have always had the ability to set up an automatic reoccurring transfer from another institution via an ACH transfer.  Additionally, last month, DCU rolled out an update to their online banking to allow payments to DCU loans from external sources.  Regarding the application of the payment in question, these do not sit on any individual’s desk for processing.  As an institution as large as ours, these payment are automatically processed through the system and applied on the date received via computer processing.  Unfortunately, DCU has even experienced issues with [redacted] delivering of mail in a less than timely fashion.  Should you be close to the 30 day deadline, it would be imperative to send it certified with a tracking number to ensure its arrival prior to being 30 days late.  The 30 day late on your credit report was not the fault of DCU for delayed processing, and without a tracking number providing the delivery date it would be impossible to say it had arrived earlier.Typically, as this was not an error on DCU’s end this late reporting would not be removed.  However, given the extenuating circumstance, I have approved a courtesy removal of this credit hit.  Please note, as of the date of this notification we have sent the update to all three credit reporting agencies.  It can take up to 30 days to be reflected by each bureau as we cannot guarantee any specific processing time for [redacted] and [redacted].  Please note, should you become 30 days late at any point in the future, similar courtesy removals will not be granted.Thank you, [redacted]

We received a call on 5/9/15 from Mr. [redacted] to pay his April payment, due 4/9/15. The payment was processed and posted for the same day he called to make the payment, 5/9/15. We received a call on 6/9/15 from Mr. [redacted] to pay his May payment, due 5/9/15. This payment was also processed and posted...

for the same day he called to make the payment, 6/9/15. In a review of the recorded calls, there was no statement made in either phone call that the payment was on time and would not affect credit reporting. These late payments were reported accurately. I have left a voicemail message for Mr. [redacted], with my contact information. Please let me know if you need further assistance or information. Thank you.

The payment to [redacted] is an automatic payment that is set up
to be paid on the 1st of each month. When the payment date for an
automatic payment falls on a weekend or holiday, the payment is made on the
business day prior to the due date so that it will be paid on time and is not
paid late....

Business days are Monday through Friday. This information is also
available on our website. For fee refund requests, we typically will refund a
fee when there is an error that was made by us. For fees that are charged
correctly, we do take each situation into consideration when a request is made
to refund the fee. For this specific membership, there is a history of
refunding fees. However for this instance, we understand that the member was
not aware that the payment would be sent on the prior business day. We also see
that a deposit was made that same day. In the meantime an additional NSF fee
has posted for $30.00 as well as a $5.00 transfer fee, for a total of $65.00.
We have provided a credit to the member for $65.00. Now that the member is
aware of the process for automatic bill payments, he will be responsible for
any fees that are incurred in the future for similar situations. A team member
will also contact the member to ensure he has all the information. 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].
[I do not know what your comment means?  I understand the review is not over, I was commenting to the message sent from dcu and that I do not agree with their response.  I did not agree with their statement and when I went to comment on that I hit that I didn't accept the response but was unable to comment.  I look forward to more results when this has been completed.]I feel that the information provided by DCU is half true as indicated by them they stated they provided me 290 when my account was 1493.00 which is a lie, they provided me that amount after my paycheck was applied which left a remaining balance of -329.00 approx., they also indicated I had several conversations about overdraft and what they neglected to state was that they returned fee's because when I joined dcu I thought I had overdraft protection immediately and used the account accordingly. They stated to me that I didn't have o/d protection because I need to be with the bank for 6 months and only refunded the fee's because I was told otherwise when I signed up for it when I joined the bank. two months later (around Dec) they sent me a letter stating I now had overdraft protection so I did utilize their service. I did not use it for a long period as suggested, the first time I was actually allowed to, they shut me off immediately with out warning. They also suggested my [redacted] score was 590. when they approved my loan but after they shut off the overdraft protection I was not able to pay any bills and or loan repayment for a good month and as a result of that my [redacted] score dropped to 456 aprox on [redacted]. I also received several harassing letters stating they were going to default my car loan because I couldn't pay them anything during the full month of January trough Feb because my account was negative. I tried to ask them not to shut off the overdraft so I could pay bills and such and they literally laughed in my face and had no sympathy for what I went through with the mis understanding of how their service worked after admitidly stating I assumed o/d worked as it did when I had it with another bank. That is no way to treat somebody and certainly was not fair. I was expected to repay the full 1500 immediately because they shut me off and didn't consider my mis understanding of how it worked. I find this bank disgusting and ignorant in the way they treated me. I explained this in full detail of my entire experience and they only touched upon what they felt was needed to be said to save their own face. I want this note plus more that I have to say added to my response and would like to be able to add it as when I tried it just submitted my request as that I didn't accept the response with allowing me to state why. 
Regards,
[redacted]

After a thorough review of Mr. [redacted]’s [redacted] and Home Equity Loan payments, it has been determined that the auto repayments he had in place were working correctly.     In reviewing both his Home Equity loan and [redacted] credit card, there were several instances during the course of the...

loans where he did not have enough funds in the source account to cover the minimum payment due.  During a conversation on August 26, 2013 that Mr. [redacted] had with a Member Service Representative, the auto payment process was explained to him and to ensure there were funds available in the account to cover the payments.  Despite the conversation, there appears to have been confusion on Mr. [redacted]’s part with regards to which account the auto repayment was coming from as his account history shows him making deposits into other accounts and not the source account for the payments.   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 resulted in there not being enough funds in his account for the auto repayment to be processed.  At this time we reviewed his auto payment with him and waived a late fee as a courtesy.   A collections representative spoke with Mr. [redacted] again on June 8, 2016 due to the late payments reporting on his credit report. He informed us at that he was buying a house and was disputing the late payments. It was explained to him that he did not have enough funds in the account for the auto repayment to be processed.  Given the confusion over the auto repayment and that Mr. [redacted] had funds available in another account with DCU to satisfy the payments, we agreed to remove the 30 day late payment that was reported for the May 2016 [redacted] payment.  The 30 day late payments reported on the [redacted] and Home Equity loan in February 2016 were not removed since Mr. [redacted] did not have the funds in his account to cover the payments due.   In an effort to resolve this for Mr. [redacted], we are willing to remove any derogatory late payments from his credit reports that are a result of his confusion on the auto repayment.  The late payments that were reported due to the [redacted] transfer not arriving in January & February 2016 will not be removed.   In the event you have questions y contact us directly at [redacted]###-###-#### ext. [redacted]. We are in office Monday-Friday 8am-5pm est.         Thanks, [redacted]

Dear Mr. [redacted]. We apologize for the confusion and the resulting inconvenience. We are reviewing our internal processes to avoid this type of confusion in the future. It is my understanding that our [redacted] Branch office has reached out to you, explained the information that had to be...

validated, and is working with you to finalize a new loan. Thank you for choosing 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].. 
Thank you for setting up a secure e-mail channel.  I have supplied all the requested documentation in DCU's letter from December.  [redacted] pointed out that I had sent a scan of my previous driver's license, so I sent a scan of my current driver's license and passport to complete the documentation submission.  To ensure that my documentation submission was complete,  I telephoned DCU's member service center yesterday.  The representative I spoke with placed me on hold to check with the risk management department, and he informed me that my submission was complete and in process for review.  He was unable to predict when that review might be completed.  Until the review is complete, I would like to keep my complaint open.
Regards,
[redacted]