Franklin Mint Federal Credit Union

The debit in question dates back to September due to transaction activity initiated by the consumers Unfortunately, at the same time, one of the consumers fell victim to a check fraud scam The Credit Union waived $in fees on the September debt which was originally and worked with the member realizing that it would take additional time, due to the fraud obligation, to pay this off On November 9, 2015, the consumer sent the following email:"I am writing to inform you that we did get the letter and we are not trying to skip out My wife is dealing with an issue right now and needs to pay that off first, then we will pay the negative amount I need sometime to pay it We have been in a difficult...." On November 10, 2015, the consumer responded to our reply "Thank your responseIt may be a little time before were able to do anything but we will pay the money back so it may not be until after tax time but it will get paid please make note I would appreciate it thank you.In spite of the debt, the consumers have had access to their multiple accounts at the Credit Union and there was NO Suspension of Services Our records indicate that the debt was paid, initiated by the consumer on October 14, The Credit Union did not take these funds but followed the instruction of the consumerMore details can certainly be provided about the fraud circumstances, copies of statements and email correspondence if necessaryThank you

[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, AND VERIFIED THE FUNDS MOVED, in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Franklin mint federal credit union conducts practices that are unethical; opening accounts without all parties being the to sign, forge documents, and gives unlawful adviceAnd uses people's disabilities side effects to get away with it

To Whom It May Concern: Please be advised of the following regarding the recent complaint filed by [redacted] : Joint Account establishded 9/13/ Our membership disclosure, received at account opening, states the following: size="1" face="Times New Roman">JOINT ACCOUNTSIf Your Account is owned jointly, then all funds on deposit are owned by any of the joint OwnersWe can release or pay any amount on deposit in Your Account to any OwnerWe can honor checks, withdrawals, orders or requests from any OwnerAll Owners are liable to Us for any overdrafts that may occur on Your Account, regardless of whether or not a benefit occurredAny Owner may provide Us written notice to freeze funds on deposit and We may, at Our option, honor such written requestIf We do, then the Account will remain frozen until We receive subsequent written notice signed by all Owners of the Account as to a disposition of funds on depositAny funds on deposit may be utilized to satisfy any debt or garnishment of any Owner of the AccountIf the Owners of the Account hold the Account jointly as Tenants in Common and We receive notice that one of the Owners has died, We may freeze the Account until We receive evidence satisfactory to Us as to an appropriate disposition of funds on deposit in the AccountIt is the responsibility of joint account Owners to determine any legal effects of opening and maintaining a joint account Any funds deposited into a joint account are owned by either party, regardless of the source of the fundsWith a debt obligation of the joint owner, any funds in a joint account would be used to offset a debt since they are owned by both parties That being said, if the purpose of the $deposit made on 9/16/was for the loan, it could have been directly applied to that credit obligation I can't speak to whether that conversation took place or not but will move the $to the single membership of [redacted] It is also strongly recommened that since the relationship with the joint owner is no longer viable, that steps be taken to close the membership This can be done by either owner with written authorization at any time

Sorry for the delay in our response. While this is marked as a 2nd request, we did not receive the original request. Our records concur that *** *** called our after business hours call center four times in regards to accessing her funds with her FMFCU debit card and did
speak to ***'s fraud area. They were all correct in advising *** *** that there were no holds on her account and she had available funds. The *** Fraud area could not assist as there was no identified fraud on her account. Her transactions were denied at both the ATM and the *** Duty Free shop due to general fraud alert specific to that area of Great Britain. Simply stated, fraud had been identified in that area of the country and *** allows financial institutions to implement very specific fraud rules to minimize loses. For obvious reasons, these are not publicized. We also show that *** *** did not notify us of overseas travel. This is a prudent step for both credit and debit cards to avoid problems such as these. Had this been done, there would have been no issuesIt is also a good idea to have more than one method of payment when traveling. Even carrying both a *** and *** branded card can be beneficial when traveling due to network communication issues.In looking at *** ***'s current transaction history, the card has been successfully used since returning to the United States. Tell us why here

Attached you will find our formal response to our member's Statement of Problem. A cover letter and a series of exhibits are part of this documentation

** ***,My apologies for the difficulty you had in England. It was my intent to pass on information, not place blameWe live in a changing world. We receive fraud alerts on a regular basis. Some are widely publicized (*** ***, *** etc) but many are not, especially when they are taking place in areas outside of the United States. As previously stated, your card did not work due to a fraud rule that was placed for transactions coming from Great Britain. I have no doubt that your card has worked overseas in the past and will in the future, even if you don't notify us of travel, depending on where you are completing your transactions. Fraud alerts that are placed, change. Some are removed, some focus on a particular vendor or geographic area. They are not publicized. Our FMFCU employees who staff our call center do not work 24/7. But neither them or the 3rd party call center who answered your call in the early amhours on 1/16/2017, would have access to specific fraud alerts. The area of support that would, work a business day, Mon - FriAnd, even though you also connected directly with ***, they do not have direct access to individual financial institutions fraud parameters and would not "lift" an alert they did not themselves initiate. In addition, Monday, 1/16/17, was a federal banking holiday (Martin Luther King Jr Day). The Franklin Mint Federal Credit Union is not an international or national financial institution. We have over 85,members dispersed in every state and countries and as a general rule, we service them well. Unfortunately, the circumstances surrounding your inability to access funds was a "perfect storm"....fraud alert, non-business hours, federal holiday, access to staff with limited access to systems and information. As Chief Operations Officer, I have control over many operational items, but there is not much here that I could change. I will tell you that FMFCU is in process of both a new core banking system but more importantly, a new digital platform (eBanking & mobile). We are very focused on self-serve features surrounding cards. The ability to establish your own travel alerts, deactivate your card if you temporarily misplace it, etc.I know it isn't an immediate solution. While we strive to serve our entire membership, you may find your travel and financial service needs may be better served at a larger financial institution with full 24/access if our future enhancements are too far away. We do not like to loose members, but recognize that there are times when are services and support to not align with the needs of individual members. Again, I apologize for the less that satisfactory service you experienced

*** ***,Sorry for the delay in responding to your concern. I had reached out to our vendor to include the uploaded document. It is unfortunate that you did not have time to discuss the discrepancy at that time it took placeFive other members utilized the coin machine at our
Brookhaven location that same day for a total of $704.93. A divert bucket collects items such as foreign coin, tokens, paper clips etc., that can effect an accurate count. The machine is emptied, serviced and tested every week for accuracy and as you can see by the attachment, the self-serve machine is % accurate. Our settlement with the vendor from the pithat included your coin, also only included a difference of cent.That being said, in the interest of good will, we have credited your checking account with the difference of $from the count of your electric counter at home. In the future, and with any transaction, please review your receipt and bring any concerns to our attention before leaving. It is the best way for both the Credit Union and you to discover the nature of any discrepancies.Thank you for your membership. I hope your daughter continues the value habit of saving for her future goals!

From: *** *** Date: Wed, Sep 23, at 1:PMSubject: Re: Your complaint has been receivedTo: [email protected] has been resolvedThank you very much

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** **
*** *** ***
*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

From: Revdex.com of Metro Washington DC
Date: Tue, Jun 10, at 9:AM
Subject: Fwd: Complaint number ***
To: *** ***
---------- Forwarded message ----------
From: *** ***
Date: Tue, Jun 10, at 9:AM
Subject: Complaint number ***
To: [email protected]
Hi,
I would like to cancel my complaintThe issue is resolved
Thank you,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

From: [redacted] <
204);">[redacted].com>Date: Wed, Sep 23, 2015 at 1:39 PMSubject: Re: Your complaint has been receivedTo: [email protected] has been resolved. Thank you very much

The debit in question dates back to September 2015 due to transaction activity initiated by the consumers.  Unfortunately, at the same time, one of the consumers fell victim to a check fraud scam.  The Credit Union waived $90 in fees on the September 2015 debt which was originally...

558.53 and worked with the member realizing that it would take additional time, due to the fraud obligation, to pay this off.  On November 9, 2015, the consumer sent the following email:"I am writing to inform you that we did get the letter and we are not trying to skip out.  My wife is dealing with an issue right now and needs to pay that off first, then we will pay the negative amount.  I need sometime to pay it.  We have been in a difficult...."  On November 10, 2015, the consumer responded to our reply "Thank your response. It may be a little time before were able to do anything but we will pay the money back so it may not be until after tax time but it will get paid please make note I would appreciate it thank you.In spite of the debt, the consumers have had access to their multiple accounts at the Credit Union and there was NO Suspension of Services.  Our records indicate that the debt was paid, initiated by the consumer on October 14, 2016.  The Credit Union did not take these funds but followed the instruction of the consumer. More details can certainly be provided about the fraud circumstances, copies of statements and email correspondence if necessary. Thank you.

Sorry for the delay, as I was out of the office for a period of time.  In that time period, the consumer had an additional concern with her membership and spoke directly with a staff member on 10/28/16.  After the current situation discussion, the consumer brought up the charge off.  The staff member explained that there was never any conversation about not paying the loss and all the information from 2015 was once again reviewed with the consumer.  While the consumer is correct it was "charged off" that does not negate the obligation for or the forgiveness of the debt.  As a financial institution, we must follow regulations related to how long a loss can remain "active" before it is charged-off.  The normal 3rd party collection effort did not continue as it normally would due to the other financial circumstances we were working with the member on (victim of a fraud scam). It should be noted the Credit Union did not "take her money".  The consumer called our Member Service Center for general account assistance and the charge-off came up. The consumer was told there would be a 24 hour courtesy time frame before any funds would be held (keeping in mind this obligation is from 2015 and long overdue).  Credit Union staff did not take a payment or complete a transfer.  The consumer called back 2 days later and repaid the charged-off amount.  The last part of the conversation on 10/28/16 was related to a credit obligation that the consumer is not obligated for and little direct discussion could take place.  Our staff member updated our Credit Solutions area related to the circumstances of the charge-off that had a impact on funds and a message was left late Friday afternoon to the involved member.

[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, AND VERIFIED THE FUNDS MOVED, in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom It May Concern:
Please be advised of the following regarding the recent complaint filed by [redacted]:
1.  Joint Account establishded 9/13/2013.  Our membership disclosure, received at account opening, states the following:
 
size="1" face="Times New Roman">JOINT ACCOUNTS. If Your Account is owned jointly, then all funds on deposit are owned by any of the joint Owners. We can release or pay any amount on deposit in Your Account to any Owner. We can honor checks, withdrawals, orders or requests from any Owner. All Owners are liable to Us for any overdrafts that may
occur on Your Account, regardless of whether or not a benefit occurred. Any Owner  may provide Us written notice to freeze funds on deposit and We may, at Our option, honor such written request. If We do, then the Account will remain frozen until We receive subsequent written notice signed by all Owners of the Account as
to a disposition of funds on deposit. Any funds on deposit may be utilized to satisfy any debt or garnishment of any Owner of the Account. If the Owners of the Account hold the Account jointly as Tenants in Common and We receive notice that one of the Owners has died, We may freeze the Account until We receive evidence
satisfactory to Us as to an appropriate disposition of funds on deposit in the Account. It is the responsibility of joint account Owners to determine any legal effects of opening and maintaining a joint account.
Any funds deposited into a joint account are owned by either party, regardless of the source of the funds. With a debt obligation of the joint owner, any funds in a joint account would be used to offset a debt since they are owned by both parties.  That being said, if the purpose of the $25 deposit made on 9/16/14 was for the loan, it could have been directly applied to that credit obligation.  I can't speak to whether that conversation took place or not but will move the $25 to the single membership of [redacted].
It is also strongly recommened that since the relationship with the joint owner is no longer viable, that steps be taken to close the membership.  This can be done by either owner with written authorization at any time.

Review: On 09/16/2014 I deposited a [redacted] Money Order for the amount of $25.00 made out to solely in my name. I am the only one who signed the Money Order, and then I deposited it into a joint account I share with my X-Girlfriend. The abbreviated account number is [redacted]. I deposited it into that account for the sole purpose to pay on a joint loan we had at that time once the funds cleared. On the third business day when the $25.00 wasn't made available to me I called into member services and a rep by the name of CJ assisted me and finally informed me after several hours of "research" that because my joint owner of the account, [redacted]. owed the Credit Union over $100 on her OWN, SOLO account [redacted], for which I AM NOT an authorized user, or had access to, or conducted any business through, they have an "Indefinite" hold on MY money until her arrears was cured. From there I went into the [redacted] branch to speak with a supervisor about the matter and to pay off the joint loan we shared. I believe his name is Larry. He called others and came back and pretty much told me the same thing CJ did, BUT said if I PAY $69.20 they would consider the matter closed and all would be well and my money would be released. I repeatedly told him that I will not pay for someone else s default, or indebtedness to the credit union, and me paying $69.20 to get my $25.00 back was crazy and was like [redacted] School District math. I was also told by Larry that if [redacted] came in to pay, she would have to pay the full amount owed, the $69.20 was a "curtisy" to me. Still to this day my $25.00 is being held up. My position is that I should not be held liable for someone else s debt or obligation and that the monies that I deposited were mine and mine alone.Desired Settlement: release of my $25.00 and closure of the joint account since I paid off our joint loan in full. PLUS an apology.

Business

Response:

To Whom It May Concern:

Please be advised of the following regarding the recent complaint filed by [redacted]:

1. Joint Account establishded 9/13/2013. Our membership disclosure, received at account opening, states the following:

JOINT ACCOUNTS. If Your Account is owned jointly, then all funds on deposit are owned by any of the joint Owners. We can release or pay any amount on deposit in Your Account to any Owner. We can honor checks, withdrawals, orders or requests from any Owner. All Owners are liable to Us for any overdrafts that may

occur on Your Account, regardless of whether or not a benefit occurred. Any Owner may provide Us written notice to freeze funds on deposit and We may, at Our option, honor such written request. If We do, then the Account will remain frozen until We receive subsequent written notice signed by all Owners of the Account as

to a disposition of funds on deposit. Any funds on deposit may be utilized to satisfy any debt or garnishment of any Owner of the Account. If the Owners of the Account hold the Account jointly as Tenants in Common and We receive notice that one of the Owners has died, We may freeze the Account until We receive evidence

satisfactory to Us as to an appropriate disposition of funds on deposit in the Account. It is the responsibility of joint account Owners to determine any legal effects of opening and maintaining a joint account.

Any funds deposited into a joint account are owned by either party, regardless of the source of the funds. With a debt obligation of the joint owner, any funds in a joint account would be used to offset a debt since they are owned by both parties. That being said, if the purpose of the $25 deposit made on 9/16/14 was for the loan, it could have been directly applied to that credit obligation. I can't speak to whether that conversation took place or not but will move the $25 to the single membership of [redacted].

It is also strongly recommened that since the relationship with the joint owner is no longer viable, that steps be taken to close the membership. This can be done by either owner with written authorization at any time.

Consumer

Response:

[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.]

I have reviewed the response made by the business, AND VERIFIED THE FUNDS MOVED, in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Franklin mint federal credit union conducts practices that are unethical; opening accounts without all parties being the to sign, forge documents, and gives unlawful advice. And uses people's disabilities side effects to get away with it.