Dover Federal Credit Union

[redacted]   I hope all is well with you!   
rgb(31, 73, 125);">Due to privacy laws Dover Federal Credit Union is unable to provide information about this members account in regards to his dispute.    Please let me know if you have any questions.   Thanks!   [redacted]
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I am writing in response to the customer concern (ID# [redacted]) that was received in our office. In compliance with the [redacted] Act and National Credit Union Administration regulations, Dover Federal Credit Union will not comment on this matter.If you should have any...

questions, please feel free to contact me.

Review: I was selling an item and received a check from the buyer and walked into the Dover Federal Credit Union on December 2, 2014 where I was helped by a teller named [redacted]. I informed [redacted] that I was not sure if the check was fraudulent or not and I was inquiring when I would know for a fact that the check was a good check. He informed me that I would know the check was good as soon as it hit my account. I took the [redacted] at his word, waited the two days and pulled some of the funds from check out (December 4, 2014) to follow the instructions with the funds. One December 5, 2014 I sent the funds to a third party. December 6, 2014 my account was hit for the fraudulent check. I went from having $336.52 in my savings account to negative $1,483.48. When I saw this I called the Smyrna Police and filed a report with PFC Ruquet and received a police report number of [redacted]. That day I went to the Dover Federal Branch on Route 13 in Dover, DE and spoke with the Branch Manager [redacted]. I explained the situation and informed her that [redacted] told me specifically that I would know if the check was fraudulent if the check did not hit my account. She told me that this information was not correct and that I could take out a loan. She also told me that she would have to talk to "Operations" and see if they could just wipe the negative debt off the account and I would no longer be a member there. She told me she would get back to me after the weekend and let me know what she could find out to help us out. On December 8, 2014 I received a phone call from [redacted] telling me that there was nothing they could do for me except offer me a loan for the negative amount or the account would close in thirty days. I told her I was not happy with that answer and I would like to speak to her supervisor. She then gave me the number to Chaz M. Rzewnicki. I then called Mr. [redacted] on December 10, 2014 to try to set up a sit down meeting with him to discuss the issues with the account and what [redacted] the teller told me. Between phone calls we were finally able to set-up a meet on December 15, 2014 at 3:00pm at the corporate office at [redacted] When I met with him I was not in the room but for more than thirty seconds before he told me that there was nothing they can do other then give me a loan and that [redacted] did not remember the conversation. I went on to ask where we go from here and Mr. [redacted] went on to tell me that there was nothing they can do to help but to give me an interest bearing loan. I then told him what Mrs. [redacted] told me about wiping the account clean and just would no longer be a member and he informed me that they (the bank) could not do that and he wasn't sure why she would tell me false information. At the end of the conversation with Mr. [redacted] I left leaving him to believe that I was going home to talk to my wife in regards to a loan. I called back on December 17, 2014 and informed me that I was still not happy with the outcome of this issue and wanted his supervisor’s number so I could talk to him/her. He gave me a name of Karen [redacted]. December 18, 2014 I tried calling Mrs. [redacted] and left a message with a representative named Barbara to have Mrs. [redacted] called me back. On December 19, 2014 I received a phone call from a [redacted] while I was at work and received a voice mail. Around 2:45 I called him back and he told me that he was the president of the bank. I re-explained the entire conversation to him and while I was telling him about what [redacted] initially told me about the check he informed me that [redacted] is saying he never said that. I explained to him that my integrity was intact and that I would not make that kind of thing up. Mr. [redacted] then went on to tell me that because I did not tell [redacted] that I had to send money back that I was not giving them the full truth that my integrity was not in fact intact. He also told me that if I would have told the teller that I had to send the funds to a third party the outcome would have been totally different story. He made it seem that I did not do my due diligence by not asking the proper questions. Once again the conversation about a loan was thrown out to me and I replied back with a counter offer in regards to an interest free loan. Mr. [redacted] informed me that he would need the weekend to think about it. We hung up. Around 4:00pm the same day I called Mr. [redacted] back and told him that I was still not happy about our conversation and that every time I talk to someone new that [redacted]’s story keeps changing. I also informed him that I would be contacting the Revdex.com, the Bank Commission and the News Journal. He told me to "Do what I had to do" but at the end of the day he stated that “I just wanted more money because I was greedy”. I was given a bad check and I had to file a police report. I feel that I am the victim of a scam and the police officer stated that I am in fact the victim. I do not feel that the bank should be able to question my integrity and call me greedy when I am out over $300.00 and I didn’t receive any money for the item that I sold. I am currently working with the police to help them catch the people responsible for the scam but they are saying that it will take time, which the bank is not willing to help with.Desired Settlement: I have a negative amount in my savings account of $1,483.48. Although the check was $2,150 and the bank has already taken the difference I want the negative $1,483.48 forgiven and not to be come after for or have my credit hit for any of this. After this amount is paid I will finish paying off my credit card and will walk away as a satisfied nonmember.

Business

Response:

I am writing in response to the customer concern (ID# [redacted]) that was received in our office. In compliance with the [redacted] Act and National Credit Union Administration regulations, Dover Federal Credit Union will not comment on this matter.If you should have any questions, please feel free to contact me.

Review: I have called member services of Dover Federal Credit Union (DFCU) twice in the past 5 months regarding the issue of unreliable account information, non-transparency and unethical fee practices. Dover federal credit union has been charging insufficient funds fees while showing available funds in my account. I check my account every day to view the available balance, then I make purchases based on my available balance, however, Dover Federal Credit Union has a system that has charged me over $500 in overdraft fees for the year of 2015, today being 4/4/15. I am being charged $30 fees even though my account shows available funds. I was to understand according to [redacted] (name purposely withheld) during my last customer service call on 4/4/15 that what I was seeing was not what I had available, and even if I had $0.50 in my account and tried to make a $100 purchase that the transaction would still go through. I asked if I used the card as a debit card where I would use the pin if this would happen she said no. I then asked why would the card not have the same characteristics as other credit cards if used as such in that if there isn't sufficient funds then the card is simply declined at the point of sale- unless there is an approved overdraft protection assigned to the card? Clearly ( the untold) answer is that this practice though more ethical is not beneficial to DFCU which, (similar to CHASE and other banks which lost class action lawsuits for similar unethical fee practices), use this as a profiteering gimmick to make money off consumers. I was told the first time I called, back in February, that I was not reading the account information correctly and though the issues were the same , I left it alone I was assured back then that the new system, now active, would be more transparent because it shows the holds on the account. Not the case, it just makes things more confusing., I was told on 4/4/15 that the retail merchants post the transactions at different times from the time of purchase and that's why the posts don't; make sense; because I was watching my account show a transaction I made "on hold" , meaning funds were reserved for that purchase but can still spend that money while I was being charged $30 fees for insufficient funds- how is this possible? Wouldn't these issues if being correctly described to me affect all financial institutions?However this does not happen with my other accounts within DFCU. I have a business account WITH a line of credit and if a merchant transaction is coming in that's $1 short it has been rejected in the past . The issue at hand is that as a custodian of my money, DFCU does not apply transparency of their process nor ethical practice in regard to member funds. This is a very serious issue. The last customer service call I made the agent said I had $816 in my account but a total of $841 in transactions, so am I to understand that for $25 in overages I was charged $150? This any many of the other charges could have been avoided by simply treating a credit card transaction as such and rejecting the transaction at the point of sale as would be the case with any credit card. I had asked during my February conversation with another agent if it was possible to stop these overages from happening and she said no , however when I asked the agent on 4/4/15 she said she would email me an opt out form so that I can opt out of the program- something I was not aware I opted into in the first place. I am seeking a refund of any unethically drawn funds because I should be led to believe I have money available and then be charged a fee thereafter stating that the funds were on hold but still available for use. Had this been a hold of another kind for example an account hold as collateral for a loan , in the DFCU best interest they would not allow for use of those funds until the debt for which that hold was place was satisfied- therefore why not apply the same ethics for the consumer?Desired Settlement: It is my intent to have Dover Federal Credit Union provide a more transparent and honest display of client information. I am speculating that I can't be the only member with this issue. I request a refund ( within legal limitations) of any overdraft fees that were drawn while my account demonstrated available funds.

Business

Response:

[redacted] I hope all is well with you! Due to privacy laws Dover Federal Credit Union is unable to provide information about this members account in regards to his dispute. Please let me know if you have any questions. Thanks! [redacted]