First Technology Federal Credit Union

We have not been presented with any information evidencing that there was or was not a technological glitch in our online banking system that may have impacted Ms [redacted] payment on her TJ Maxx credit cardHowever, we provided MS [redacted] with a letter for TJ Maxx in which we support that she has been a valued member in good standing with First Tech for over seventeen years The letter also confirms that Ms [redacted] has used our online banking bill pay service to pay the TJ Maxx credit card in the past consistently leading up to her missed paymentsGiven this history, we asked TJ Maxx that they provide her with the opportunity to resolve this matter

Thank you for submitting your request! Our Member Support Manager was able to share during his call with you today (01.06) the next steps towards resolution and some of the expected timelines to completeWe will continue to keep you appraised of the progress and would kindly ask to reach out to us via the contact information he provided for any additional questions Thank you again for allowing us to connect with you about your concern!

We were able to connect with Mr [redacted] on 8/and provided resolution steps, on 8/Mr [redacted] called back and confirmed resolution steps provided are working and no further questions

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 meSincerely, [redacted] ***

We believe this response was sent before Ms [redacted] was able to connect with Paul G [redacted] on We confirm that Ms [redacted] and Paul had an opportunity to talk and addressed any outstanding concerns, to our knowledge there are no outstanding concerns but encourage Ms [redacted] to reach out directly to Paul G [redacted] if any new questions ariseThank you!

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 The credit for $+ $for the disputed charge plus accrued interest is to be applied to the credit card account, and should be reflected on the Decstatement as discussed via email with the business representative Otherwise, please expect the complaint to be re-opened The business rep is thanked for his prompt reply to the Revdex.com complaint as well as his prompt steps to resolving it -- both very much appreciated.Sincerely, [redacted]

Hope all is well at your end! On the below case, since we received the response from our member we had several attempts to connect with her and close this matterWe have not been able to reach her at the phone number provided, nor she responded to our messages
Thank you!
Andy S***
Member Experience: Program Manager, Sr
First Tech Federal Credit Union

This message is a response to a complaint submitted by *** * ***Here is a summary of the events that took place.
Date Activity7/31/15 Dormant Letter mailed to Mr*** with a due date of 9/15/159/21/15 FTFCU representative followed up with a call to Mr***, left a voicemail regarding accounts status and actions to prevent escheatment10/7/15 Accounts were closed and funds escheated to the state10/13/15 Mr*** called back and spoke to FTFCU representative, funds were already transferred to State of Oregon10/20/15 Mr*** called FTFCU representative again inquiring about how to get the funds back from the state, next steps provided11/03/15 Mr*** submitted concern thru Revdex.com11/17/15 FTFCU representative left a voicemail for Mr*** to follow up on his concern regarding escheatment11/20/15 FTFCU representative sent e-mail to Mr*** to follow up on his concern regarding escheatment11/20/15 FTFCU representative was able to connect with Mr***; Mr*** stated that he has submitted the claim with the State of Oregon at his end. FTFCU representative offered to reach out to State of Oregon and inquire about steps to support the claim submitted as well as continue to monitor the progress until claim resolved to our member’s satisfaction

On 2/22/Our Special Assets Management department had a conversation with Mr*** regarding his past due credit card (days past due). At the time Mr*** was uncertain when he would be able to make a payment on the credit card due to his reduced income.
After this
2/22/contact, Mr*** neither responded to our email requests for follow up contact (times), nor did he return any of our messages left on his voice mail (times).
On 4/9/2016, at days past due (nearly two months later and after no contact from Mr***), our Special Assets Management department sent a demand letter stating that $was due. This effort also resulted in no contact from Mr***
A week later, on 4/18/(days past due) our Special Assets Management department exercised our right to “setoff” the share account that had sufficient funds to reduce Mr***’s delinquency to below days past due
There are two different ways that members provide us with permission to take this action. The first is found in the Membership and Account Agreement, to whom all members are subject to upon obtaining membership with the credit union, where on page the member grants us a consensual lien on and security interest in his accounts with us to secure such obligationsThe second permission from members can be found in the security agreement the member would have signed (and received a copy of) upon the approval and opening of a credit card
On 4/our Special Assets Management department was able to make contact with Mr*** and address his concernsMr*** is still requesting a copy of the loan documents which are in the process of retrieval from permanent retention and will be submitted to the member as quickly as possible

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We were unable to approve Ms***’s application as she was not sufficiently credit qualified at the time she submitted an application and deeply regret any inconvenience that may have causedAs she was unable to secure a new credit card, we cannot offer her the promotional balance transfer
offerWe have been unsuccessful in our attempts to connect with Ms*** to try to address her concerns with our points redemption process via phone (on & 5.10) and email (on 5.06)

Complaint: ***I am rejecting this response because:I have been out of the office for several days due to my mom having an Emergency on 05/08/16; in which, I have had to care for her from this date til 05/11/as I am back at work and received the phone message from Paul G*** *** which I had contacted him by leaving him a message in reference to redeeming points on my First Tech CU Platinum visa cardI haven't heard back from him yet to try and have this matter resolvedI don't want to purchase any items with my points and just want the points redeemed to receive a credit to my accountThank you for your understanding. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Request completed

We have not been presented with any information evidencing that there was or was not a technological glitch in our online banking system that may have impacted Ms. [redacted] payment on her TJ Maxx credit card. However, we provided MS. [redacted] with a letter for TJ Maxx in which we support that she...

has been a valued member in good standing with First Tech for over seventeen years.   The letter also confirms that Ms. [redacted] has used our online banking bill pay service to pay the TJ Maxx credit card in the past consistently leading up to her missed payments. Given this history, we asked TJ Maxx that they provide her with the opportunity to resolve this matter.

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. Sincerely, [redacted]

Like most card issuers, First Tech uses pattern-recognition analytics on its card transactions in order to identify fraud. Our member’s Visa debit card use late on the night of 10/12/15 caused a fraud alert to be raised and a...

temporary block to be placed on the card. Beginning the next morning, our card fraud monitoring area tried to reach our member at multiple phone numbers the next day. Our member and fraud monitor connected by phone on the night of 10/13/15, and our member informed our monitor that the suspicious transaction was performed by him.
            Our fraud monitor correctly statused the alert as Not Fraud and removed the temporary block from the card. Our member got an approved transaction shortly afterwards.
However, an internal technical error that occurred at First Tech during the overnight updates caused the card to be changed from an “Active” status to “Waiting For Activation”, and that resulted in more declines on the member’s card the morning of 10/14. The problem is known to have affected roughly a dozen cards.
The problem was solved later on the morning of 10/14 when the member spoke with First Tech’s phone contact center. Because of the rare nature of the error, and because our card fraud monitor had taken the correct actions after speaking with the member, it’s understandable that our fraud monitor and our phone contact center would be confused about the member’s declines on 10/14. Our member was justified in thinking the issue with his problem should have been solved when he spoke with our fraud monitor the night of 10/13, and we regret the stress and inconvenience this caused him.

Complaint: [redacted]I am rejecting this response because: the original filing of this request is specifically stating that First Tech did not notify me in writing or provide any notice that they were going to take action to "exercise their right" to remove funds from my account.  Without due notice, certified mail, direct contact, I do not believe this is fair or legal and the specific language I'm interested in seeing in the documentation First Tech agreed to send me to review.
This failure to send due notice of their "exercise their rights" actions, has caused my checking account at first tech to go into a negative balance due to other charges that were incoming and made me unable to pay my car loan with First Tech, which the money that was taken from First Tech was in the account for.
I did receive a note in the mail on 4/21 from Nick R[redacted] indicating that states and is dated 4/18 "to avoid further action we have transferred $$ from my account to the credit account."  
How is sending notice, after the fact, fair?
Also, at 89 days the account, as stated by First Tech, the action was taken, this is not 90 days past due yet, taking action before 90 days does not seem fair or ethical either.  Looking for the information in the documentation that will indicate their rights to take this action before the 90 days passes.
I have been in contact with First Tech but, still have not received communication back from Will about status on review of any partial return of any money's or reversal of insufficient funds charges.
Sincerely,
 
[redacted]

We have completed the research on the referenced request for our member and identified that there was a communication error when processing the second dispute, which caused the delay in resolution. We can confirm that the amount of the disputed transaction $85.50 and the accrued interest for the...

amount disputed $2.95 have been credited to our member’s credit card account. We have been able to communicate the resolution with our member via email.

Thank you for submitting your request! We were able to research your credit dispute and an agent from our Special Assets Management team has reached out to you via the phone number provided. In addition we will mail you a written response containing the results of our research. Please feel free...

to contact us directly with any additional questions regarding this matter, using the information provided via phone message or letter.