First Credit Union

Dear [redacted]: We are in receipt of the complaint submitted to your organization on August 6, 2014. While we understand the member's concerns, our records indicate that the first live contact we had with [redacted] was on August 4, 2014 before the credit union received the payoff on her loan...

.Based on our account review, a loan payment was due on July 14, 2014. As the Credit Union did not receive this payment, the loan was moved into the standard collection queues. The Credit Union did initiate a series of calls and letters as per our protocols primarily between the period of July 22 and July 30. On August 4, 2014, the Credit Union left a message for [redacted] and sent her an email asking her to please contact the Credit Union. [redacted] contacted the Phone Center and indicated that she had traded in her vehicle.[redacted] submitted a request for payoff on July 31, 2014 and they issued a check to First Credit Union dated on the same day . The Credit Union received the check on August 4, 2014 and the payment was processed and posted to the loan. The issues stemming from this account appear to be a matter of timing and when communications were received.Our records indicate that as of August 4, 2014 the loan is paid off and closed. First Credit Union did not report any late payment to the credit bureaus and there is no further need to contact [redacted] [redacted] regarding this loan. The Credit Union appreciates the opportunity to respond to the Revdex.com and we shall consider this matter as settled. Thank you.Sincerely,[redacted]General  Counsel/VP  of Compliance [redacted]

Thank you for the opportunity to respond to the complaint filed by Ms. [redacted] regarding the assessment of overdraft fees to her First Credit Union checking account and her...

inability to obtain copies of her checking account statements. We have received the complaint forwarded to your organization by Ms. [redacted] and have reviewed this account accordingly. Ms. [redacted] correctly states that she and her son were receiving Social Security disability checks. The son’s checks were being received by her as his representative payee. However, she incorrectly states that First Credit Union charged overdraft fees to her son’s disability funds. Because of the fact that her son’s funds were deposited to her personal checking account, the funds were comingled with her own funds eliminating any segregation of funds.
She further indicated that in her complaint that she was unsure how the overdraft fees were incurred as she indicated having advised merchants processing automatic payments to stop. Unfortunately, whatever instructions given by her appear not to have been heeded by the merchants since during the period of June 14, 2016 through June 29, 2016 eleven items were presented that resulted in the overdraft fees being assessed.
The actual number of fees assessed was $350.00 of which First Credit Union has already refunded $175.00 to her account on July 5, 2016 with the remaining $175.00 being sent to Ms. [redacted] this date via Official Check No. [redacted] at the address that we currently have on file for her.
Lastly, we have enclosed copies of the checking account statements for her account covering the period August 1, 2015 through July 31, 2016 at no charge to her. These statements will be sent along with the aforementioned Official Check.
Thank you for the opportunity to resolve this member service issue.

The reason is I [redacted] never agreed to surrender the vehicle first credit union wanted me to and I said no that I would pay and they had my daughter sitting at the bank with cash in hand to pay it with fees and first credit union would not accept the money until we filled out another application so I did they said I made enough money but my daughter did not because she is on work comp but still has a job and they won't accept that I even told them that I would keep the truck and give her my car and register it back here in az and they said no. [redacted] at first credit union is very rude and hard to deal with . I hope this can be resolved.

Dear [redacted]: We are in receipt of the complaint submitted to your organization on August 6, 2014. While we understand the member's concerns, our records indicate that the first live contact we had with [redacted] was on August 4, 2014 before the credit union received the payoff on...

her loan .Based on our account review, a loan payment was due on July 14, 2014. As the Credit Union did not receive this payment, the loan was moved into the standard collection queues. The Credit Union did initiate a series of calls and letters as per our protocols primarily between the period of July 22 and July 30. On August 4, 2014, the Credit Union left a message for [redacted] and sent her an email asking her to please contact the Credit Union. [redacted] contacted the Phone Center and indicated that she had traded in her vehicle.[redacted] submitted a request for payoff on July 31, 2014 and they issued a check to First Credit Union dated on the same day . The Credit Union received the check on August 4, 2014 and the payment was processed and posted to the loan. The issues stemming from this account appear to be a matter of timing and when communications were received.Our records indicate that as of August 4, 2014 the loan is paid off and closed. First Credit Union did not report any late payment to the credit bureaus and there is no further need to contact [redacted] regarding this loan. The Credit Union appreciates the opportunity to respond to the Revdex.com and we shall consider this matter as settled. Thank you.Sincerely,[redacted]General  Counsel/VP  of Compliance [redacted]

May 5, 2015 Revdex.comRe: Complaint [redacted] – [redacted]Dear We received the complaint forwarded to you by [redacted] and we have reviewed her account accordingly. [redacted] is the member who took out...

the loan and only after the loan had been taken out did we realize that her daughter, [redacted], had the vehicle and was making the payments. Throughout the history of the loan there have been broken payment arrangements and we have attempted to work with the member and her daughter. According to our collection notes, on April 20, 2015, one of our collectors spoke with [redacted] and she indicated that she wanted to voluntarily surrender the vehicle. Our Collections Manager approved this request and the vehicle was scheduled for repossession. On April 27th [redacted] attempted to make a payment at a shared branching location in California. In order to redeem the vehicle the full amount of the delinquency plus any repossession fees would need submitted. The amount [redacted] brought did not satisfy the redemption amount and the payment was refused. When there is an attempt to redeem the vehicle, the Credit Union requests a new application, household budget and paystubs. This information was forwarded to [redacted] for her and [redacted] to complete. Information was submitted and the Collections Manager concluded that [redacted] was unable to afford the vehicle thus negating any restructuring and the Credit Union could not agree to any further payment arrangements. When [redacted] was advised of this decision she indicated that she was making payments and that she was refusing to surrender the vehicle.    As mentioned previously, the loan was granted to [redacted] and the Credit Union does not have any obligation to discuss the loan with [redacted]. Under our loan agreement, the Credit Union has certain rights and remedies in the event of default and we have elected to enact these provisions. Additionally, we received information from [redacted] indicating an intent to surrender the vehicle and we believe that this presents an elevated risk to the Credit Union if her daughter continues to maintain possession of the vehicle. As such, the vehicle remains out for repossession. The borrower will have the right to redeem the vehicle through the process if she chooses. We have indicated that Management is available to further discuss this matter with [redacted] if she wishes, however we will no longer discuss this matter with [redacted]. The Credit Union appreciates the opportunity to respond to the Revdex.com andwe shall consider this matter as settled. Thank you. Sincerely, [redacted]General Counsel/VP of Compliance

June 10, 2015Ms. Marie GarciaRevdex.comRe: Complaint [redacted] – [redacted]Dear Ms. Garcia:We received the response you forwarded regarding the above referenced complaint. Upon receipt we have made numerous telephone attempts to contact Ms. [redacted] directly to discuss this situation but we have been unable to make contact with her and her cell phone is not accepting voice mail. As previously mentioned, we have ordered the repossession of the vehicle as the loan was in default and the amount previously offered for payment was not sufficient to bring the loan current. In order to stop the repossession and continue possession of the vehicle, the full amount of the delinquency plus any unpaid late charges and repossession fees would need to be submitted.If [redacted] wishes to retain the vehicle, she will need to submit the full amount of the delinquency plus any unpaid late charges and repossession fees in certified funds as of June 22, 2014 and provide verification of insurance. At that time we will cancel the order for repossession. We have sent a letter to Ms. [redacted] with the requisite dollar amount. To allow Ms. [redacted] an opportunity to bring this loan current, we will place this repossession on hold until the aforementioned date. In the event the Credit Union does not receive the full amount, the vehicle will remain scheduled. We are sorry that Ms. [redacted] feels that [redacted] was rude and we have discussed this situation with her as a training issue. The Credit Union appreciates the opportunity to respond to the Revdex.com and we shall consider this matter as settled. Thank you. Sincerely, [redacted]

We received the complaint forwarded to your organization by Mr. [redacted] and we have reviewed his account accordingly. Under [redacted] ([redacted]) [redacted] a demand, savings or time deposit is presumed abandoned three years after maturity or the date of the last indication...

by the owner of interest in the property, whichever occurs first. [redacted] requires that the holder of abandoned property send written notice to the apparent owner of property that is presumed to be abandoned one hundred and twenty days before a report is filed with the state.  Our account review indicates there was no activity on the account in question for the prescribed three year period. As such, it would be considered eligible for the requisite escheatment to the state of Arizona. A letter was sent to the address we have on file,which matches the address included in the complaint and the Credit Union did not receive a response to the letter or notification or returned or undelivered mail. The notification requirements were met and we complied with our duties as outlined by state statute. While other accounts held by Mr. [redacted] may have been active, each account is viewed separately according to the state.  As a courtesy to Mr. [redacted] and in appreciation of his membership, we are restoring the $117.73 to the account referenced in Mr. [redacted] letter. Our policies and procedures are well within state guidelines and we followed the requisite protocols during the escheatment process.  In terms of the service received when contacting the phone center, the Senior Vice President of Operations will review the calls and incorporate any feedback and observations into our training and coaching programs.  We thank you for the  opportunity to respond and we shall consider this matter closed unless we hear otherwise from you. Sincerely, [redacted]General Counsel/VP of Compliance

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I will also suggest that although the business may have apparently followed the 'letter of the law' in this particular matter, the customer experience left much to be desired and more should have been done.  Regrettably, I will be rexamining my ongoing affiliation with the business as a result of this unfortunate experience as I'm certain there are alternative financial institutions that will place a higher value on the overall customer relationship. 

Regards,

Review: I have a car loan with first credit union and I pay the payments late sometimes and I always resolve my issues with them and my daughter has the vehicle and is making the payments we got two payments behind which we have had before but this time they sent me to repossession and they said I could pay it so I'm in they bank to pay but they tell me they need a new app first before they release the vehicle soI do that and fax every thing back and after all that they say no we can't pay and there taking my vehicle anyways and they will not give me a higher up person to speak to reguarding my situation. I have played two and a half years of my loan off and still no results who can we turn to.Desired Settlement: I want them to take my money and get my car out of repossession.

Business

Response:

May 5, 2015 Revdex.comRe: Complaint [redacted] – [redacted]Dear We received the complaint forwarded to you by [redacted] and we have reviewed her account accordingly. [redacted] is the member who took out the loan and only after the loan had been taken out did we realize that her daughter, [redacted], had the vehicle and was making the payments. Throughout the history of the loan there have been broken payment arrangements and we have attempted to work with the member and her daughter. According to our collection notes, on April 20, 2015, one of our collectors spoke with [redacted] and she indicated that she wanted to voluntarily surrender the vehicle. Our Collections Manager approved this request and the vehicle was scheduled for repossession. On April 27th [redacted] attempted to make a payment at a shared branching location in California. In order to redeem the vehicle the full amount of the delinquency plus any repossession fees would need submitted. The amount [redacted] brought did not satisfy the redemption amount and the payment was refused. When there is an attempt to redeem the vehicle, the Credit Union requests a new application, household budget and paystubs. This information was forwarded to [redacted] for her and [redacted] to complete. Information was submitted and the Collections Manager concluded that [redacted] was unable to afford the vehicle thus negating any restructuring and the Credit Union could not agree to any further payment arrangements. When [redacted] was advised of this decision she indicated that she was making payments and that she was refusing to surrender the vehicle. As mentioned previously, the loan was granted to [redacted] and the Credit Union does not have any obligation to discuss the loan with [redacted]. Under our loan agreement, the Credit Union has certain rights and remedies in the event of default and we have elected to enact these provisions. Additionally, we received information from [redacted] indicating an intent to surrender the vehicle and we believe that this presents an elevated risk to the Credit Union if her daughter continues to maintain possession of the vehicle. As such, the vehicle remains out for repossession. The borrower will have the right to redeem the vehicle through the process if she chooses. We have indicated that Management is available to further discuss this matter with [redacted] if she wishes, however we will no longer discuss this matter with [redacted]. The Credit Union appreciates the opportunity to respond to the Revdex.com andwe shall consider this matter as settled. Thank you. Sincerely, [redacted]General Counsel/VP of Compliance

Consumer

Response:

The reason is I [redacted] never agreed to surrender the vehicle first credit union wanted me to and I said no that I would pay and they had my daughter sitting at the bank with cash in hand to pay it with fees and first credit union would not accept the money until we filled out another application so I did they said I made enough money but my daughter did not because she is on work comp but still has a job and they won't accept that I even told them that I would keep the truck and give her my car and register it back here in az and they said no. [redacted] at first credit union is very rude and hard to deal with . I hope this can be resolved.

Business

Response:

June 10, 2015Ms. Marie GarciaRevdex.comRe: Complaint [redacted] – [redacted]Dear Ms. Garcia:We received the response you forwarded regarding the above referenced complaint. Upon receipt we have made numerous telephone attempts to contact Ms. [redacted] directly to discuss this situation but we have been unable to make contact with her and her cell phone is not accepting voice mail. As previously mentioned, we have ordered the repossession of the vehicle as the loan was in default and the amount previously offered for payment was not sufficient to bring the loan current. In order to stop the repossession and continue possession of the vehicle, the full amount of the delinquency plus any unpaid late charges and repossession fees would need to be submitted.If [redacted] wishes to retain the vehicle, she will need to submit the full amount of the delinquency plus any unpaid late charges and repossession fees in certified funds as of June 22, 2014 and provide verification of insurance. At that time we will cancel the order for repossession. We have sent a letter to Ms. [redacted] with the requisite dollar amount. To allow Ms. [redacted] an opportunity to bring this loan current, we will place this repossession on hold until the aforementioned date. In the event the Credit Union does not receive the full amount, the vehicle will remain scheduled. We are sorry that Ms. [redacted] feels that [redacted] was rude and we have discussed this situation with her as a training issue. The Credit Union appreciates the opportunity to respond to the Revdex.com and we shall consider this matter as settled. Thank you. Sincerely, [redacted]

Review: First Credit Union completely failed in their fiduciary duty to notify us that our 14 year-old minor son's college share/savings account had been dormant for a period of time that apparently required them to [redacted] the funds to the State of Arizona. My contact with them has been entirely unproductive and genuinely frustrating as they are not accepting any responsibility for their actions in this matter. I have been advised by both '[redacted]' and '[redacted]' that there is absolutely nothing they can do and that we must now petition the State of Arizona to see if we can hopefully retrieve the missing funds that they were specifically entrusted to safeguard. Our son was utterly devastated and distraught when he reviewed his 2014 4th quarter statement and brought it to me asking why it had a zero balance and why it indicated it was "closed" as of 10/23/2014, especially knowing that we had opened the account under the premise that it was 'safer' in a financial institution. Shame on First Credit Union!Desired Settlement: First Credit Union should restore my son's share account in-full. First Credit Union also needs to thoughtfully and thoroughly review their existing notification policy/procedures and recognize there are serious inadequacies present that are harmful to their customers and represent inadequate business practices that harm their brand and franchise.

Business

Response:

We received the complaint forwarded to your organization by Mr. [redacted] and we have reviewed his account accordingly. Under [redacted] a demand, savings or time deposit is presumed abandoned three years after maturity or the date of the last indication by the owner of interest in the property, whichever occurs first. [redacted] requires that the holder of abandoned property send written notice to the apparent owner of property that is presumed to be abandoned one hundred and twenty days before a report is filed with the state. Our account review indicates there was no activity on the account in question for the prescribed three year period. As such, it would be considered eligible for the requisite escheatment to the state of Arizona. A letter was sent to the address we have on file,which matches the address included in the complaint and the Credit Union did not receive a response to the letter or notification or returned or undelivered mail. The notification requirements were met and we complied with our duties as outlined by state statute. While other accounts held by Mr. [redacted] may have been active, each account is viewed separately according to the state. As a courtesy to Mr. [redacted] and in appreciation of his membership, we are restoring the $117.73 to the account referenced in Mr. [redacted] letter. Our policies and procedures are well within state guidelines and we followed the requisite protocols during the escheatment process. In terms of the service received when contacting the phone center, the Senior Vice President of Operations will review the calls and incorporate any feedback and observations into our training and coaching programs. We thank you for the opportunity to respond and we shall consider this matter closed unless we hear otherwise from you. Sincerely, [redacted]General Counsel/VP of Compliance

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I will also suggest that although the business may have apparently followed the 'letter of the law' in this particular matter, the customer experience left much to be desired and more should have been done. Regrettably, I will be rexamining my ongoing affiliation with the business as a result of this unfortunate experience as I'm certain there are alternative financial institutions that will place a higher value on the overall customer relationship.

Regards,

Review: On June 20th 2014 I ended my loan & business with First Credit Union when I traded in my vehicle at [redacted] & purchased a new vehicle. I personally called FCU and received answers the dealership needed on my current loan. Since then I have been harassed with phone calls & emails wanting me to pay my monthly payment, even after I explain myself FCU states they have no record of my trade in pay off by the dealership or me calling with such request of trading it in my vehicle. I have spoken with the dealership who I pruchased my new vehicle with & they stated they have sent the check to FCU to pay off the rest of my loan.Desired Settlement: FCU to stop calling and emailing me as well as not reporting a "late payment" to the credit bureau and hurting my credit score.

Business

Response:

Dear [redacted]: We are in receipt of the complaint submitted to your organization on August 6, 2014. While we understand the member's concerns, our records indicate that the first live contact we had with [redacted] was on August 4, 2014 before the credit union received the payoff on her loan .Based on our account review, a loan payment was due on July 14, 2014. As the Credit Union did not receive this payment, the loan was moved into the standard collection queues. The Credit Union did initiate a series of calls and letters as per our protocols primarily between the period of July 22 and July 30. On August 4, 2014, the Credit Union left a message for [redacted] and sent her an email asking her to please contact the Credit Union. [redacted] contacted the Phone Center and indicated that she had traded in her vehicle.[redacted] submitted a request for payoff on July 31, 2014 and they issued a check to First Credit Union dated on the same day . The Credit Union received the check on August 4, 2014 and the payment was processed and posted to the loan. The issues stemming from this account appear to be a matter of timing and when communications were received.Our records indicate that as of August 4, 2014 the loan is paid off and closed. First Credit Union did not report any late payment to the credit bureaus and there is no further need to contact [redacted] regarding this loan. The Credit Union appreciates the opportunity to respond to the Revdex.com and we shall consider this matter as settled. Thank you.Sincerely,[redacted]General Counsel/VP of Compliance [redacted]