ESL Federal Credit Union

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below First, let me begin by saying if they had reviewed my history- the account ending in [redacted] was closed because of the fraudulent check and their responseSecond, I have spoken to my banker and not only were they shocked by this move they also question its legalityESL can create whatever “policies” they want but if those policies violate federal law its an illegal practiceIf they wanted to recoup the $left on my loan, they should have gone through the proper process of collectionsTaking money from my savings account is illegal Regards, [redacted]

Good afternoon, Attached please find ESL Federal Credit Union's response, along with redacted attachments, to the Revdex.com Complaint ID# Please feel free to contact me via email at [redacted] or call me directly at [redacted] Thank you, Margaret Margaret M [redacted] l Customer Experience Specialist l ESL Federal Credit Union l Chestnut Street l Rochester, New York l Office: [redacted] l Email: [redacted] l esl.org

June 15,2015Revdex.com, Inc.Attn: *** *** ***Re: Complaint ID #***Dear *** ***:Thank you for forwarding a copy of the Revdex.com Complaint ID #* ***We havereviewed the complaint and our recordsPer the complaint, it appears that the customer is
requesting tohave funds returned to her account as the result of a transaction dispute.The transaction is not considered to be fraudulent as the customer willingly participated in the purchaseand received the merchandiseOn Apri127, 2015, the customer attempted to cancel an order that wasplaced on April 24, Unfortunately, the order had shipped days beforeThe terms and conditionsstated on the merchant website where the order was placed state that you cannot cancel an order once it isshippedThe customer disputed the transaction with ESL Federal Credit Union (ESL) on May 1, 2015.We instructed the customer to attempt to return the items via the merchant's instruction, which is to submita ticket for return approvalVisa regulations require that in order for a financial institution to submit adispute, proof is needed from the customer that they attempted to return the merchandiseWe have notreceived confirmation from the customer that a ticket was submitted for return approval.The last communication we received from the customer was via email on May 12, Jamie C.Member Service Support Manager left a message for the customer the next day, requesting that shecontact her regarding the disputeAs of May 22, the customer had not contacted usTherefore, wemailed a letter explaining the dispute was declined and outlined exactly what actions needed to occurbefore ESL could potentially submit a dispute for the transaction.The merchant has a strict return policy of days along with a list of non-returnable itemsMany items thatwere purchased In this transaction are non-returnableAdditionally, the order was not cancelled wtthin thetimeframe that the merchant allowedAlthough the funds will not be returned at this time, we would behappy to further assist the customer if she chooses to pursue returning the eligible itemsShe may contactJamie C., Member Service Support Manager at *** for assistanceDue to the reasonsstated above, we cannot guarantee the dispute will be approved.I apologize this experience did not live up to the customer's expectations for serviceI have reviewed thephone calls with the customer and her fiancee that were associated with the dispute, and agree there wasan opportunity for improvementThis has been reviewed with the employee to ensure a better experiencein the future.If you have any further questions, please contact me at or [email protected],Mary AL.Senior Vice PresidentOperations Director

February 17, 2016Revdex.com, Inc.Attn: *** *** ***Bryant Woods SouthAmherst, NY 14228Re: Complaint ID #***Dear Ms***Thank you for forwarding a copy of the Revdex.com Complaint ID #***We have reviewed the complaint and our recordsPer the
complaint, it appears that the customer is requestingoverdraft fees in the amount of $be waived and reversed. The customer asserts that she made a cash deposit at an ESL Federal Credit Union (ESL) ATM on Sunday, January 17, with the assumption that the funds would be available the next business day. Instead, her funds were not available until Thursday, January 21, The customer further asserts she incurred overdraft fees totaling $333, minus the fees waived, leaving $in overdraft fees charged. After researching the details, the customer's funds were held an extra day due to Monday, January 18, 2016, being a holidayThe customer's ATM deposit was made Sunday, January 17, and since Monday, January 18, was a holiday, Tuesday and Wednesday, January and 20, were the two business day hold. Funds were available Thursday, January ESL's fund availability and hold policy with respect to ATM deposits is communicated to our customers through Electronic Funds Disclosures and signage on eachESL ATMVisibility on signage of ESL's drive up ATMs can vary depending on type of vehicle a person is driving (low to road or higher sitting); however, signage is posted within regulations.After researching the details, our records indicate the customer actually incurred a total of overdraft fees. of the overdraft fees were previously refunded to the customerAs a courtesy, ESL refunded theremaining NSF fees, totaling $148.00, on February 9, 2016. Kim C***, Manager, ESL Card & ATM Operations, made several attempts to contact the customer directly in order to discuss her experience, explain changes ESL is currently reviewing as far as ATM holds, and let her know of the fee reversal.• Monday, February 8, 2016, at 2:28pm:• Tuesday, February 9, at 12:32pm:• Tuesday, February 9, at 12:53pm:• Friday, February 12, at 9:06am:• Friday, February 12, at 1:07pm:Telephone Call and VoicemailTelephone Call and VoicemailEmail was sent to customer acknowledging her negative experience and notified customer of the $deposit to her account on that same dayEmail response from customerEmail reply to customerOur customers are very important to us and we continually look forward to providing them the level of service they expect and deserveCurrently, ESL has a project to review ATM holds, and also will be implementing "envelope less", or intelligent deposit ATM's, in the futureIn the meantime, the customer is encouraged to utilize the night drop for deposits, and take advantage of ESL's mobile and online banking platforms for managing her accounts.If you have any further questions, please contact me at or [email protected],Mary A***Margaret M***Customer Experience Specialist

Re: Complaint ID #[redacted]Dear [redacted]Federal Credit Union ®lt's banking, only better.Thank you for forwarding a copy of the Revdex.com Complaint ID #[redacted]. We have reviewed the complaint and our records. Per the complaint, it appears that the customer is requesting to be...

released from her debt to ESL Federal Credit Union (ESL) and is requesting a copy of communication sent via e-mail.Due to our corporate retention policy, we do not have copies of the e-mails the customer is requesting. However, notes on the customer's record indicate that ESL replied to e-mails we received and requested that she call the Collections Department directly to further discuss the loan.We understand that the customer was instructed that she must pay with cash when she went to the branch to pay the debt with a check. If she had contacted the Collections Department, we may have been able to make an arrangement for her to pay the amount owed with the check that she referenced.Prior to the account being charged off, we attempted to assist and communicate with the customer. Upon exhausting all efforts to collect the debt, a Cancellation of Debt Form 1099-C was generated and mailed to the customer and the Internal Revenue Service (IRS) in January 2014. Although the filing of this form does not release the debtor from the obligation, we no longer actively pursue collecting the debt.We will be happy to discuss options that are available to pay the debt. If the customer would like to further discuss, she may contact Kelly W. at ###-###-#### or toll free at ###-###-####. Based on the facts set forth above, it is our position that ESL acted in conformance with regulatory guidelines and our internal policies and procedures. If you have any further questions, please contact me at [redacted] or [redacted].Sincerely,David L. B.Senior Vice PresidentLending Center Director###-###-####

Attached please find ESL Federal Credit Union's response, along with redacted attachments, to the Revdex.com Complaint ID# [redacted]. Please feel free to contact me via email at [redacted].org or call me directly at ###-###-####.  Thank you, Margaret

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First, let me begin by saying if they had reviewed my history- the account ending in [redacted] was closed because of the fraudulent check and their response. Second, I have spoken to my banker and not only were they shocked by this move they also question its legality. ESL can create whatever “policies” they want but if those policies violate federal law its an illegal practice. If they wanted to recoup the $146 left on my loan, they should have gone through the proper process of collections. Taking money from my savings account is illegal.
Regards,
[redacted]

Good afternoon, Attached please find ESL Federal Credit Union's response, along with redacted attachments, to the Revdex.com Complaint ID# 12339101.  Please feel free to contact me via email at [redacted] or call me directly at [redacted]   Thank you, Margaret ...

Margaret M[redacted] l Customer Experience Specialist l ESL Federal Credit Union l 225 Chestnut Street l Rochester, New York 14604 l Office: [redacted] l Email: [redacted] l esl.org

Good afternoon, Attached please find ESL Federal Credit Union's response to the Revdex.com Complaint ID# [redacted].Please feel free to contact me via email at [redacted] or call me directly at [redacted]. Thank you,Margaret Margaret (M[redacted] Sears l Customer...

Experience Specialist l ESL Federal Credit Union l 225 Chestnut Street l Rochester, New York 14604 l Office: [redacted] l Email: [redacted] l esl.org