Fort Community Credit Union

Thank you for the opportunity to respond to the complaint you received on February 4th (ID# ***). FCCU offers our members a free $1,AD&D Life Insurance PolicyWe are currently partnered with TruStage (CUNA Mutual) for this product as well as supplementary AD&D and Life
insurance that is available for members to opt to purchasePreviously we had been partnered with Affinion GroupWe decided to move our portfolio to TruStage and that transition took place on February 1, Unfortunately, both companies withdrew the premiums for that causing a double-postingThe double-posting has since been reversed. In addition, the consumer mentioned that they had tried to cancel the policy in the pastWe've contacted TruStage and asked them to initiate cancellation of the policy by contacting the memberHowever, we have not received complaints from consumers regarding this in the past, but we're taking action to resolve this immediately for this consumerThis action was taken on February 10thThe consumer mentioned that she wasn't happy that we provided her SSN to the new insurance company that we transferred our portfolio toWhen we provided member data to Affinion, our joint marketing partner in this situation, we provided information to them based on our Privacy PolicyThis is further explained in our privacy policy that we provide to our membersPlease see the following link for a copy: https://www.fortcommunity.com/pdfs/PrivacyPolicy.pdf Regarding the complaint for the $per month debit card fee, we charge $per month instead of charging per transaction or via foreign ATM fees like many financial institutions do, because we feel that it makes things simpler and more transparent for the consumerI've attached a copy of our debit card brochure that explains this in further detailWe do not advertise that we offer a free debit cardWe do advertise that the $per month debit card fee provides them with over 27,free ATMs nationwide. We sincerely appreciate the opportunity to respond and we have contacted the consumer to resolve their concernsIf you have any additional questions, please let me knowIf you could also respond to confirm you have received our response, I would greatly appreciate it. Sincerely, ***
*** *** *** ***Chief Retail OfficerMadison AvenuePO Box 160Fort Atkinson WI

Stay away from Fort Community Credit Union. Since changing to MasterCard debit cards, we have had 5 fraudulent transactions, hit out our account in the last 18 months. FCCU, prints their own debit cards, which look fake, and the numbers don't even line up.
The last 2 fraudulent transactions, both for transactions in South Africa, have occurred in the past month, the first was on the 16th Feb 2015, where the debit card was cancelled immediately everyday we rang FCCU, to understand what was being done to investigate the fraud, and every day we were told a different story; from the FBI investigating, to MasterCard investigating, to it being only FCCU, customers, to it being a national fraud case.
Eventually after 8 business days, we rang MasterCard, and found out that our account, actually had not been flagged as having a fraudulent transaction at all. So FCCU, had been lying to us the whole time, eventually, MasterCard sorted the dispute, and we received out money back.
Then last Friday, the 5th March 2015, I checked my account, and noticed that there was another fraudulent transaction from South Africa, on our account, processed on 03/05/2015, yet had been put on the account on 02/16/2015, the same day as the previous transaction.
I immediately rang FCCU, and spoke to a customer service representative, who was rude, and said that FCCU, had no control over transactions that were pending, from previous fraud attempts. All transactions from the cancelled card should of been denied, yet it still went through.
We cannot close our bank account, because, then MasterCard will not refund us the money, once their investigation is over, so we have no choice, but to take all the remaining money out, so as to not get our accounts hit again. It is now 6 business days since our account has been hit for the second time, and no word, from MasterCard or FCCU. As soon as we are eventually refunded, we will be closing all account with Fort Community Credit Union. Stay away from this credit union, that prints its own cheap cards and has terrible customer service.

Review: This Credit Union offers a free 10,000 life insurance policy and solicits it members to purchase addition insurance. I have asked many times to be released from a policy that I don't recall subscribing too. They referred me to an outside provider, a third party, and I have not been able to contact said provider to get my money back and stop future charges. I have not been told of an affiliation between the two companies, but common sense tells me that the Credit Union is getting something back for sharing their membership list.

Recently the FCCU changed providers of the life insurance and again members are being solicited for additional coverage. I opened the letter and saw it was a solicitation for more life insurance and promptly filed it in my trash can. Today I was online checking my accounts and was surprised to find $60.00 withdrawn from my account for life insurance and Disability Insurance.

When I called FCCU I was told it was an error and would be corrected. I once again questioned why I was being charge for this service. They said because I signed up for it. I asked to receive proof of authorization with my signature. I was told I must have signed up at some point with the old provider. Now they have a new provider and because I did not request to be removed they just released my SSN to the new provider. Come to find out, to my surprise it was within the letter soliciting additional insurance that I threw in my trash. Who reads all of their junk mail? It show be marked as "DISCLOSURE" of consumer's rights. I guess you don't opt in you must opt OUT so they don't share you Social Security Number... What?

I do not understand how the credit union has the right to release my SSN without authorization. It seems that a reasonable expectation by any consumer is that your SSN is not being shared without a signed authorization! When you give your personal information to a trusted Credit Union, it seems reasonable to expect an implied privacy of your information. Does HIPA not apply to banks? Also another bait and switch the FCCU does is offers "NO FEE" debit cards but every month for the last 10 years I have been charged $1.00 for the use of my debit card. Sure $1 isn't a lot but if you charge 5,000 members it does add up...$5000 a month back to the credit union!Desired Settlement: I believe all members should have to authorize the release of their Social Security Number and the FCCU should pay back any charges that they can not produce signature of authorization! Also $1 per month for the length of usage they charged on the "NO FEE" debit card. In addition to $100 per member for using a bait and switch. They should be fined and issue an apology to it's members.

Business

Response:

Thank you for the opportunity to respond to the complaint you received on February 4th (ID# [redacted]). FCCU offers our members a free $1,000 AD&D Life Insurance Policy. We are currently partnered with TruStage (CUNA Mutual) for this product as well as supplementary AD&D and Life insurance that is available for members to opt to purchase. Previously we had been partnered with Affinion Group. We decided to move our portfolio to TruStage and that transition took place on February 1, 2015. Unfortunately, both companies withdrew the premiums for that causing a double-posting. The double-posting has since been reversed. In addition, the consumer mentioned that they had tried to cancel the policy in the past. We've contacted TruStage and asked them to initiate cancellation of the policy by contacting the member. However, we have not received complaints from consumers regarding this in the past, but we're taking action to resolve this immediately for this consumer. This action was taken on February 10th. The consumer mentioned that she wasn't happy that we provided her SSN to the new insurance company that we transferred our portfolio to. When we provided member data to Affinion, our joint marketing partner in this situation, we provided information to them based on our Privacy Policy. This is further explained in our privacy policy that we provide to our members. Please see the following link for a copy: https://www.fortcommunity.com/pdfs/PrivacyPolicy.pdf Regarding the complaint for the $1 per month debit card fee, we charge $1 per month instead of charging per transaction or via foreign ATM fees like many financial institutions do, because we feel that it makes things simpler and more transparent for the consumer. I've attached a copy of our debit card brochure that explains this in further detail. We do not advertise that we offer a free debit card. We do advertise that the $1 per month debit card fee provides them with over 27,000 free ATMs nationwide. We sincerely appreciate the opportunity to respond and we have contacted the consumer to resolve their concerns. If you have any additional questions, please let me know. If you could also respond to confirm you have received our response, I would greatly appreciate it. Sincerely, [redacted]Chief Retail Officer732 Madison AvenuePO Box 160Fort Atkinson WI 53538