First Commonwealth Federal Credit Union

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Our member, [redacted] applied for vehicle financing at [redacted] and the application was forwarded to First Commonwealth on 11/1/ We pulled a credit report when underwriting this application The member later applied for financing at [redacted] and the application was forwarded to First Commonwealth on 1/8/ Because it was more than days since the previous application, we pulled another credit report Soon after, on 1/15/2014, the member applied directly with First Commonwealth for a personal loan We did not pull another credit report because we were able to use the one that was pulled one week earlier These credit reports were necessary to process the applications that the member initiated at car dealerships If there was a credit report pulled by First Commonwealth other than those associated with an application for financing, we need the date so that we can investigate

We reviewed complaint # [redacted] regarding a collections issueIn response, we will refund the service charges totaling $99, send a repayment plan to our member for the remaining amount due of $358.13, and suspend collections efforts.We did not receive a stop payment order from the member for this automatic payment that he had set up with the school, so when the payment was presented we paid it through our Courtesy Pay programSeveral attempts to contact the member to arrange for payment were unsuccessful.Thank you for giving us an opportunity to resolve this disputeSincerely, Jo Ann B [redacted] President/CEO

Tell us why hereOn 12/30/we ordered couponsShe had already made payments on the loan so only coupons were mailed to herThe coupons were mailed to her physical address on 1/1/ On 1/13/she came into the branch asking why she had not received her couponsWhen we researched it we saw that the coupons were mailed to her physical address instead of her PO Box The issue was corrected on 2/9/and a new set of coupons were ordered for the memberThis time she was only going to receive coupons On 2/16/we confirmed that the coupons were mailed to the member at the PO box on 2/12/ On 4/20/the member was in the branch to make a payment and she used her coupon to do so, proving that she received them 4/20/was her 12th payment on the loanWe confirmed that the next coupons are being mailed to her PO Box today I called the member to talk to her about this situationShe said no one explained to herThe issue is resolved

Tell us why hereOn 12/30/we ordered couponsShe had already made payments on the loan so only coupons were mailed to herThe coupons were mailed to her physical address on 1/1/ On 1/13/she came into the branch asking why she had not received her couponsWhen we
researched it we saw that the coupons were mailed to her physical address instead of her PO Box The issue was corrected on 2/9/and a new set of coupons were ordered for the memberThis time she was only going to receive coupons On 2/16/we confirmed that the coupons were mailed to the member at the PO box on 2/12/2016. On 4/20/the member was in the branch to make a payment and she used her coupon to do so, proving that she received them. 4/20/was her 12th payment on the loanWe confirmed that the next coupons are being mailed to her PO Box today. I called the member to talk to her about this situationShe said no one explained to her.The issue is resolved

On May 9, 2011, *** *** financed a *** *** through *** *** ***., *** *** *** ***
The payment terms were monthly payments of $354.05, beginning June 23,
The member defaulted on the first paymentOn June 24, a payment of $was made toward the regular payment of $On July 12th a $payment was made and on July 21st a $payment was made to satisfy the June 23rd payment
The June, July and August payments were all past due
On July 6, 2011, a collector spoke with *** *** who said she took this loan out for her daughter, ***, who was supposed to set up ACH deposit to cover the loan paymentThe loan was not brought current until September 1, Her daughter never set up the ACH and was making payments with personal checks but, only sending partial payment amounts
On June 1, 2012, the payment frequency was changed from monthly to bi-weekly payments of $
Loan payments were not always made on time and whenever the collectors would call *** *** she would say that she has to call her daughter because she makes the paymentsThe collectors advised her that this is affecting her credit
March 22, 2013, *** told the collector that her daughter is only working part time now due to an injuryShe was told that she is responsible for the loan payment so, she would have to make the rest of the payment if her daughter cannot payAgain, she said she’d talk with her daughterIn May 2013, ***’s daughter called and said she is now on disability and waiting for her checks so, she can’t bring the loan currentThe collectors continued attempting to reach *** to let her know that her daughter had not brought the loan current
On July 8, 2013, the daughter called and left a message on the group VM stating that she is on disability, that we know that, and she feels the collector is harassing them by continuing to call her momShe said the collector should not call them as often, she knows the loan is behind, but, it’s not that far behind
August 6, 2013, *** returned the collector’s call telling us that her daughter has returned to work but was waiting for her first checkFrom August 13th through September 6th, calls were placed to ***, with no responseOn September 6th the daughter called and set up a payment arrangement, beginning September 13, She said she would pay the regular bi-weekly payment plus a little extra to catch up, but she didn’t make extra paymentsThe collector left a message again on September 27, to let *** know that her daughter was not following through with making extra payments to get the loan caught up and now actually missed a regular bi-weekly payment, so the loan is now further behindThere was no response to the call
The repossession order was put out because ***, who was on the loan, was not calling back, and the daughter, who was supposed to be paying, had made an arrangement which, she defaulted on
The car was repossessed on October 5, *** was given the steps to redeem: complete a budget session through BALANCE (a debt counseling service partner of First Commonwealth), submit current verification of income and a copy of the insurance policy
Review of *** ***’s budget showed that she was struggling with her own finances and was on a debt management program with *** ***She had pension income and social security income totaling $2,a month, but her expenses were $3,Her credit score was Her budget proved that she was not able to afford the car and she told *** that this is her daughter’s car and she is supposed to be paying the loan but, fell behindWe suggested that *** have her daughter refinance the car into her own name because, obviously, *** *** was trying to repair her own credit and this delinquent loan was hindering her from doing so
Throughout a good portion of the history of the loan, payments were not made on time*** would either not return calls and/or ignore late noticesWhen the collector did speak with her she would tell the collector to contact her daughter since she pays the loan
In response to the member’s claim about not receiving verbal and /or written notice of any actions concerning her account, numerous phone calls were made and late notices were sent which, included the following statement, “FAILURE TO RESPOND TO THIS NOTICE MAY RESULT IN THE LOSS OF CREDIT UNION PRIVILEGES AND/OR LEGAL ACTION.”

My ex husband, has a auto loan with this establishment I am a authorized user on the account that pays the loan (which at the time I signed onto the loan I was told that I would have access to the loan) This account has fallen into a delinquent status, I spoke to Debbie who identified herself as the Vice President of Collections, and Kim a collations representative, who both hung up the phone on both me and my ex husband After openly expressing that we would like to rectify the delinquent status, by sorting out the payment discrepancy and or return the vehicle The collections team in a pleasant tone, disregarded or had no recall for a fair remedy I was told by Debbie the Vice President of Collections that she didn't care who made the payments or where they came from that she wasn't going to speak to me, also a bank consumer, authorized by the primary loan holder to speak with The second discrepancy I have with this company is that, the day that we were in the branch we over heard another consumer who had faced some financial hardship, and there were more than a number of remedies for him I do understand that everyone situation is different, however solutions aren't There was nothing presented to us in the same manner of the gentleman we overheard in the branch, which leave the impression that we have been either discriminated against, profiled, or just overall experienced really bad customer service/collections When a department completely disregards a consumers wish, which is within law, it sends alarms Financing and money is a very touchy subject, and for someone especially someone that identifies them self as the Vice President of a department tell you they don't care how your money gets there, or who pays it, and that she really doesn't care what the consumer wish, and request that she calls the primary only on a separate line, is very alarming, and not that great of business practice I would hope that this institution stands by its name First Commonwealth

Since the written authorization to continue the stop payment order was never received, the stop payment order was removed, the check was presented twice and incurred total NSF fees of $ We are reversing all the fees and crediting the account the requested $

We will research this and respond accordingly. Thank you

We cannot respond to *** *** ***'s complaint because she was not a borrower on the account and therefore not a party to the transaction

August 3, 2016Dear ***,As per our phone conversion earlier today, I have included a copy of your corrected receipt and transaction history.Please accept my sincere apology for the teller's errorUnfortunately, she did not contact you to inform you of her error in processing your transaction
Please be assured that this has already been addressed with the tellerAppropriate action has been taken so this does not happen in the future.We at First Commonwealth FCU strive to get it right each and every timeIn this instance, we fell considerably short.We value your business and membershipAgain, please accept my sincere apology.Should you have any questions, please feel free to contact me directly at *** I have enclosed my business card for easy reference.Thank you.SincerelyWe will be enclosing a *** gift card as a thank you for *** ***'s membership

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the business does not specify the amount of the *** gift cardand The business just sent me a copy of this notice and there was NO gift card enclosedi feel the bank did this on purpose to make more money on my accountsso I keep paying more and more interest.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the business does not specify the amount of the *** gift cardand The business just sent me a copy of this notice and there was NO gift card enclosedi feel the bank did this on purpose to make more money on my accountsso I keep paying more and more interest.
Regards,
*** ***

Tell us why hereOn 12/30/we ordered couponsShe had already made payments on the loan so only coupons were mailed to herThe coupons were mailed to her physical address on 1/1/? On 1/13/she came into the branch asking why she had not received her couponsWhen we
researched it? we saw that the coupons were mailed to her physical address instead of her PO Box? The issue was corrected on 2/9/and a new set of coupons were ordered for the memberThis time she was only going to receive coupons? On 2/16/we confirmed? that the coupons were mailed to the member at the PO box on 2/12/2016.? On 4/20/the member was in the branch to make a payment and she used her coupon to do so, proving that she received them.? 4/20/was her 12th payment on the loanWe confirmed that the next? coupons are being mailed to her PO Box today.? I called the member to talk to her about this situationShe said no one explained to her.The issue is resolved.?

August 3, 2016Dear ***,As per our phone conversion earlier today, I have included a copy of your corrected receipt and transaction history.Please accept my sincere apology for the teller's errorUnfortunately, she did not contact you to inform you of her error in processing your transaction
Please be assured that this has already been addressed with the tellerAppropriate action has been taken so this does not happen in the future.We at First Commonwealth FCU strive to get it right each and every timeIn this instance, we fell considerably short.We value your business and membershipAgain, please accept my sincere apology.Should you have any questions, please feel free to contact me directly at *** I have enclosed my business card for easy reference.Thank you.SincerelyWe will be enclosing a *** gift card as a thank you for *** ***'s membership

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Our member, [redacted] applied for vehicle financing at [redacted] and the application was forwarded to First Commonwealth on 11/1/2013.  We pulled a credit...

report when underwriting this application.  The member later applied for financing at [redacted] and the application was forwarded to First Commonwealth on 1/8/2014.  Because it was more than 30 days since the previous application, we pulled another credit report.   Soon after, on 1/15/2014, the member applied directly with First Commonwealth for a personal loan.  We did not pull another credit report because we were able to use the one that was pulled one week earlier.
 
These credit reports were necessary to process the applications that the member initiated at car dealerships.  If there was a credit report pulled by First Commonwealth other than those associated with an application for financing, we need the date so that we can investigate.

[redacted] had a credit card secured by a savings account.  On August 5, 2012 a credit card charge was posted to [redacted]s account from [redacted] in the amount of $404.16.  This charge exceeded [redacted]s credit card limit.
Several unsuccessful attempts were made by our...

Collections Department to contact [redacted] from 9/12/12 through 9/25/12 for collection.
9/12/12 – Credit Union employee called number on file – out of service
9/20/12 – Credit Union employee found a phone number for member’s mother living at same address but that phone number was out of service.
9/20/12 – Credit Union employee called a phone number on an unrelated account ([redacted]) but the voicemail stated “[redacted]”. Employee left a message. No call back.
9/25/12 – Credit Union employee pulled credit report – all collection accounts, no job listed
On September 26, 2012 the amount on hold in [redacted]s savings account was transferred in the amount of $2000.17 to pay towards the credit card balance leaving a balance due from the [redacted] charge.
The remaining balance for the car rental was charged off totaling $458.35 on March 28, 2013.  Credit Management Company has been contracted to collect this debt.
 
Because the credit card debt is still due, it will remain on [redacted]s credit report. [redacted] may make arrangements for payment by contacting Credit Management Company at ###-###-####.

We reviewed complaint #[redacted] regarding a collections issue. In response, we will refund the service charges totaling $99, send a repayment plan to our member for the remaining amount due of $358.13, and suspend collections efforts.We did not receive a stop payment order from the member for...

this automatic payment that he had set up with the school, so when the payment was presented we paid it through our Courtesy Pay program. Several attempts to contact the member to arrange for payment were unsuccessful.Thank you for giving us an opportunity to resolve this dispute.
Sincerely,
Jo Ann B[redacted]
President/CEO

We will research this and respond accordingly. Thank you.