Entrust Financial Credit Union

To Whom It May Concern: Thank you for allowing us the opportunity to address our member's concernsHaving researched the member's phone inquiries, we can see that the member reached our call centerCall center staff were unable to see the details of the collection account and the call was escalated from our call center to our Collections Specialist on October The Collections Specialist was unavailable at the time of the call and an electronic escalation was sent to the Collections Specialist from the call center to return the members callHowever, the Collections Specialist did speak with the member until November 3rdThis length of delay is unacceptable by our standards and has been addressed with the Collections SpecialistOn November 3, the Collections Specialist spoke with the member regarding her delinquent accountThe member was informed that a payment had not been receivedIt was recommended that the member contact the issuing bank ( [redacted] ) to determine if the check in question had cleared and if it had not, to have a stop payment placed on the check and another one issuedOn November 4, the member contacted the credit union and reached the call centerThe call was transferred to the Collections SpecialistThe member was informed the payment had still not been received The member requested payoff information for the loan account and informed the Collection Specialist that she would not be making additional paymentsOn November 5, the Collections Specialist was contacted by a [redacted] representative to verify if the missing payment had been receivedThe representative was informed that the payment had not been received On November 6, the bill payment check, dated November 5, 2015, was received via United States Postal Service and applied to the members accountThe member's loan payment was due on October 2, and the payment was not received by Enrust Financial Credit Union until November 6, The information reported to the credit bureau was accurateHowever, due to the delay in communication between October and November 3, Entrust Financial Credit Union has agreed to remove the delinquent reporting from the credit bureau We apologize to our member for the communication issues they experiencedPlease rest assured that those issues have been addressedIf you have any further questions please feel free to contact us at (804) 353-Sincerely, Lisa ML [redacted] President/CEO Entrust Financial Credit Union

To Whom It May Concern: Thank you for allowing us the opportunity to address our member's concernsHaving researched the member's phone
inquiries, we can see that the member reached our call centerCall center staff were unable to see the details of the collection account and the call was escalated from our call center to our Collections Specialist on October The Collections Specialist was unavailable at the time of the call and an electronic escalation was sent to the Collections Specialist from the call center to return the members callHowever, the Collections Specialist did speak with the member until November 3rdThis length of delay is unacceptable by our standards and has been addressed with the Collections Specialist. On November 3, the Collections Specialist spoke with the member regarding her delinquent account. The member was informed that a payment had not been receivedIt was recommended that the member contact the issuing bank (*** ** ***) to determine if the check in question had cleared and if it had not, to have a stop payment placed on the check and another one issued. On November 4, the member contacted the credit union and reached the call centerThe call was transferred to the Collections SpecialistThe member was informed the payment had still not been received The member requested payoff information for the loan account and informed the Collection Specialist that she would not be making additional payments. On November 5, the Collections Specialist was contacted by a *** ** *** representative to verify if the missing payment had been receivedThe representative was informed that the payment had not been received . On November 6, the bill payment check, dated November 5, 2015, was received via United States Postal Service and applied to the members account. The member's loan payment was due on October 2, and the payment was not received by Enrust Financial Credit Union until November 6, The information reported to the credit bureau was accurateHowever, due to the delay in communication between October and November 3, Entrust Financial Credit Union has agreed to remove the delinquent reporting from the credit bureau . We apologize to our member for the communication issues they experiencedPlease rest assured that those issues have been addressed. If you have any further questions please feel free to contact us at (804) 353-8012. Sincerely, Lisa ML*** President/CEO Entrust Financial Credit Union

To Whom It May Concern: Thank you for allowing us the opportunity to address our member's concerns. Having researched the member's phone inquiries, we can see that the member reached our call center. Call center staff were unable to see the details of the collection account and the...

call was escalated from our call center to our Collections Specialist on October 26. The Collections Specialist was unavailable at the time of the call and an electronic escalation was sent to the Collections Specialist from the call center to return the members call. However, the Collections Specialist did speak with the member until November 3rd. This length of delay is unacceptable by our standards and has been addressed with the Collections Specialist. On November 3, the Collections Specialist spoke with the member regarding her delinquent account. The member was informed that a payment had not been received. It was recommended that the member contact the issuing bank ([redacted]) to determine if the check in question had cleared and if it had not, to have a stop payment placed on the check and another one issued. On November 4, the member contacted the credit union and reached the call center. The call was transferred to the Collections Specialist. The member was informed the payment had still not been received . The member requested payoff information for the loan account and informed the Collection Specialist that she would not be making additional payments. On November 5, the Collections Specialist was contacted by a [redacted] representative to verify if the missing payment had been received. The representative was informed that the payment had not been received . On November 6, the bill payment check, dated November 5, 2015, was received via United States Postal Service and applied to the members account. The member's loan payment was due on October 2, 2015 and the payment was not received by Enrust Financial Credit Union until November 6, 2015. The information reported to the credit bureau was accurate. However, due to the delay in communication between October 26 and November 3, Entrust Financial Credit Union has agreed to remove the delinquent reporting from the credit bureau . We apologize to our member for the communication issues they experienced. Please rest assured that those issues have been addressed. If you have any further questions please feel free to contact us at (804) 353-8012. Sincerely, Lisa M. L[redacted] President/CEO Entrust Financial Credit Union

Review: I was sent a letter from in Entrust stating they had not received my payment. I contacted them as soon as received the letter. Upon contacting them I explained that my back statement showed the bill to be paid and asked them to review my payment history. The person on the phone "did not have access to this information". I was then transferred to somebody else who also could not find my payment history or answer my questions. I request for an account manager to call me back. I was not contacted again, but received a letter stating I had been sent to collection department as a delinquent account.

I went to Bank of American and had them print off the statement showing the funds had been released from my account. I called Entrust and they said they need copies of the check. I call Bank of America back again to request this, but they don't have the check because it was sent to Entrust. Bank of America call Entrust with me to discuss a letter of good faith stating that the fund had been sent. Entrust hung up on us when they were transferring us to a manager. A day later my check "appeared" in their billing department. I was told it must have ben lost in the mail. They refused to contact the credit bureau on my behalf to remove the delinquent status from my account, even though the post mark proves the payment was sent on time.

I have already contacted the [redacted] to have my loan transferred to them. I found Entrust to be highly unprofessional in their handling of customer issues, especially in regards to important issues involving the credit bureau.Desired Settlement: That a situation like this doesn't happen to another costumer and that they handle issues such as this on a professional level.

Business

Response:

To Whom It May Concern: Thank you for allowing us the opportunity to address our member's concerns. Having researched the member's phone inquiries, we can see that the member reached our call center. Call center staff were unable to see the details of the collection account and the call was escalated from our call center to our Collections Specialist on October 26. The Collections Specialist was unavailable at the time of the call and an electronic escalation was sent to the Collections Specialist from the call center to return the members call. However, the Collections Specialist did speak with the member until November 3rd. This length of delay is unacceptable by our standards and has been addressed with the Collections Specialist. On November 3, the Collections Specialist spoke with the member regarding her delinquent account. The member was informed that a payment had not been received. It was recommended that the member contact the issuing bank ([redacted]) to determine if the check in question had cleared and if it had not, to have a stop payment placed on the check and another one issued. On November 4, the member contacted the credit union and reached the call center. The call was transferred to the Collections Specialist. The member was informed the payment had still not been received . The member requested payoff information for the loan account and informed the Collection Specialist that she would not be making additional payments. On November 5, the Collections Specialist was contacted by a [redacted] representative to verify if the missing payment had been received. The representative was informed that the payment had not been received . On November 6, the bill payment check, dated November 5, 2015, was received via United States Postal Service and applied to the members account. The member's loan payment was due on October 2, 2015 and the payment was not received by Enrust Financial Credit Union until November 6, 2015. The information reported to the credit bureau was accurate. However, due to the delay in communication between October 26 and November 3, Entrust Financial Credit Union has agreed to remove the delinquent reporting from the credit bureau . We apologize to our member for the communication issues they experienced. Please rest assured that those issues have been addressed. If you have any further questions please feel free to contact us at (804) 353-8012. Sincerely, Lisa M. L[redacted] President/CEO Entrust Financial Credit Union