Empower Federal Credit Union

The complaint from our member was received July 19, The member filed a complaint claiming the credit union put a hold on all accounts so that money could not be accessed The investigation included review of account and loan history records., as well as collection notes Applicable personnel were interviewed On May 18, the member requested the automatic loan allocation to be stopped and promised to make payment on May 27, Payment was not received as promised The credit union left messages for the member on June 30, and July 14, and subsequently blocked the member’s credit card limit due to delinquency status on multiple loans On July 15, the member called the Asset Recovery (collections) Department and made arrangements to pay the past due loans The block from the credit card loan was subsequently removed A credit card loan agreement was provided to the member when the loan originated The agreement included the following statements: “The amount available may be changed by the Credit Union without prior notice”, and “We may reduce your credit limit and cancel the account altogether Unless you are in default, we will give you notice of such reduction or cancellation” During the investigation it was determined that: the credit union made several attempts to collect past due loan payments; the credit card limit was blocked in accordance with the loan agreement, and the block was subsequently removed when payment was received Based on these items, it is concluded that the credit union acted in accordance the signed loan agreement and applicable regulations and procedures Sincerely, Vice President of Internal Audit

March 8, 2016Revdex.comRE: ID # [redacted] To Whom It May Concern,The complaint from our member was received February 29, The member filed a complaint regarding the credit union's lack of assistance in his attempt to transfer funds internationallyThe investigation included review of recorded phone calls and account informationApplicable personnel were interviewedThe member contacted the credit union's Call Center on February 25, regarding options to transfer money from his Empower account to his financial institution on base in GermanyThe member was informed that the credit union is in the process of implementing online banking transfers between Empower FCU and other financial institutions; however, it is currently not availableDuring the conversation, the member was offered three options: (1} wire transfer; (2) deposit of personal Empower check into the other financial institution; and (3} online bill payThe member chose to proceed with a wire transfer and applicable documentation was provided to himOn February 26, the member called the credit union requesting an increase in amounts allowed for ATM withdrawalsHe was informed that the $ATM withdrawal limit per day could not be increasedAfter discussing the situation, the member decided to move forward with a wire transferWhile reviewing the call back verification procedures with the member, it was determined that he did not have a viable means for the credit union to call him back to verify the outgoing wire instructions, as required by credit union proceduresThe member then responded that he would have the funds sent via Western Union.Subsequently on February 26th, credit union management corresponded with the member's spouse and father (joint account owners) in an attempt to assist in transferring the needed fundsAt that time, it was confirmed that the money had been sent via Western Union, including a significant fee assessed to the memberOn February 29, the credit union refunded the member for the Western Union fee of $Based on the above, it was concluded that the credit union attempted to assist the member with available options, as well as acted in accordance with established policies and proceduresIn addition, a good faith effort was extended by refund of the Western Union fee.Sincerely,Vice President of Internal Auditcc: President/CEOSVP of OperationsVP of Member ServicesDirector of Call Center OperationsSupervisory Committee Chair

The response did not state that "also in agreement to put a block on all consumer accounts which are held with you" Please refer to the original response for accuracy The Visa agreement is attached and the applicable portions are highlighted for your reference

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThey did not just put a hold on my credit card but on my personal account as wellWhen I called to ask for the automatic payments to stop it was a one time stop and was supposed to start back up automaticallyThey dropped the ball and then withheld our fundsMy husband could not use his bank card to our personal account to get gas so he could get home from work which was an hour or so awaySo this response is unacceptableHad they just put a hold on my credit card that would have been a different story but they put a hold on checking account as well again without any noticeWhether the loan was late or not, putting a hold onto someone's personal account without notice is not justifiable
Regards,
*** ***

The complaint
from our member was received June 7, 2016 via email from your Bureau.  The complaint stated the member’s account had
been charged 30 fees, totaling $750.00. It indicated this was due to debit card
withdrawals from the checking account which did not contain sufficient funds,
as...

funds were maintained in the savings account. The investigation included a
review of: account transaction history; interviews with applicable personnel
and a personal meeting with the member by Internal Audit staff and credit union
management.
Records
indicate the member went to the [redacted] branch on May 13, 2016 to discuss concerns
about the account fees. The member’s account was credited a fee refund of
$125.00 and maintenance was performed on the account to allow overdraft
protection from the savings account for six transactions per month, which is
allowed by Regulation D.
The
member visited Empower Federal Credit Union Headquarters on June 17, 2016 and
met with credit union management to discuss fees incurred and the RevDex.com complaint. During that meeting the member was provided
financial counseling, which included best practices on how to avoid account
fees. Credit union management also agreed to refund the member an additional
$1,425.00 for fees incurred since the previous refund was processed. Subsequent
to the meeting, the Vice President of Member Services spoke with the member via
phone to review the member’s account activity, reiterating how to avoid future
fees and that additional refunds would not be provided.
Based on these facts, we have concluded that the credit union has
acted in accordance with regulations and established policies and procedures.
In addition, as a good faith measure, the credit union refunded more than
$1,500.00 in fees incurred by the member.

Credit Union management worked with this member on May 26, 2017 to resolve the issue to his satisfaction.  A response letter was sent directly to the member on June 1, 2017.

March 8, 2016Revdex.comRE: ID #[redacted]To Whom It May Concern,The complaint from our member was received February 29, 2016. The member filed a complaint regarding the credit union's lack of assistance in his attempt to transfer funds internationally. The investigation included...

review of recorded phone calls and account information. Applicable personnel were interviewed. The member contacted the credit union's Call Center on February 25, 2016 regarding options to transfer money from his Empower account to his financial institution on base in Germany. The member was informed that the credit union is in the process of implementing online banking transfers between Empower FCU and other financial institutions; however, it is currently not available. During the conversation, the member was offered three options: (1} wire transfer; (2) deposit of personal Empower check into the other financial institution; and (3} online bill pay. The member chose to proceed with a wire transfer and applicable documentation was provided to him. On February 26, 2016 the member called the credit union requesting an increase in amounts allowed for ATM withdrawals. He was informed that the $500 ATM withdrawal limit per day could not be increased. After discussing the situation, the member decided to move forward with a wire transfer. While reviewing the call back verification procedures with the member, it was determined that he did not have a viable means for the credit union to call him back to verify the outgoing wire instructions, as required by credit union procedures. The member then responded that he would have the funds sent via Western Union.Subsequently on February 26th, credit union management corresponded with the member's spouse and father (joint account owners) in an attempt to assist in transferring the needed funds. At that time, it was confirmed that the money had been sent via Western Union, including a significant fee assessed to the member. On February 29, 2016 the credit union refunded the member for the Western Union fee of $216. Based on the above, it was concluded that the credit union attempted to assist the member with available options, as well as acted in accordance with established policies and procedures. In addition, a good faith effort was extended by refund of the Western Union fee.Sincerely,Vice President of Internal Auditcc: President/CEOSVP of OperationsVP of Member ServicesDirector of Call Center OperationsSupervisory Committee Chair

The complaint from our member was received July 19, 2016.  The member filed a complaint claiming the credit union put a hold on all accounts so that money could not be accessed.  The investigation included review of account and loan history records., as well as collection notes. ...

Applicable personnel were interviewed.  On May 18, 2016 the member requested the automatic loan allocation to be stopped and promised to make payment on May 27, 2016.  Payment was not received as promised.  The credit union left messages for the member on June 30, and July 14, 2016 and subsequently blocked the member’s credit card limit due to delinquency status on multiple loans.  On July 15, 2016 the member called the Asset Recovery (collections) Department and made arrangements to pay the past due loans.   The block from the credit card loan was subsequently removed.  A credit card loan agreement was provided to the member when the loan originated.  The agreement included the following statements: “The amount available may be changed by the Credit Union without prior notice”, and “We may reduce your credit limit and cancel the account altogether.  Unless you are in default, we will give you notice of such reduction or cancellation”.  During the investigation it was determined that: the credit union made several attempts to collect past due loan payments; the credit card limit was blocked in accordance with the loan agreement, and the block was subsequently removed when payment was received.  Based on these items, it is concluded that the credit union acted in accordance the signed loan agreement and applicable regulations and procedures.    Sincerely, Vice President of Internal Audit

The response did not state that "also in agreement to put a block on all consumer accounts which are held with you".  Please refer to the original response for accuracy.  The Visa agreement is attached and the applicable portions are highlighted for your reference.