Freedom Credit Union

July 23, 2015Dear [redacted] ,Thank you for contacting Freedom Credit UnionWe value our member's opinions and strive to provide the best service possible.On July 2, [redacted] made a deposit at one of our branch locationsAt the time of this transaction we made [redacted] aware of any holds due to our Funds Availabilty Policy and provided her with a recieptThe reciept is a confirmation of the deposit that clearly states if the transaction requires any holds and the dates the funds would be released[redacted] discussed this matter with one of our Branch SupervisorsAs a courtesy the Branch Supervisor released additional funds upon her requestOn July 3, [redacted] contacted our Call Center and requested fees to be refunded caused by purchases she made while funds were on holdThe account was reviewed for a second time, it was foud that procedures were followed and [redacted] was made aware of the holds at the time of the transaction, therefore the request was denied.If you have any questions regarding this matter please contact me directly at [redacted] ,Sincerely,Jill I.Call Center Supervisor

October 23, 2017Dear [redacted],Thank you for contacting Freedom Credit Union. We value our member’s opinions and strive to provide the best service possible.We have reviewed the complaint and found the check deposited into the account was held accurately according to our funds...

availability policy. Attached is the signed receipt noti?ying [redacted] of the check hold release date of 10/16/17. The ?rst $300 was made available immediately and the remainder of the funds were held for 5 business days. Columbus Day was observed on 10/9/2017 which does not count as a business day. We have attempted to contact [redacted] to provide an explanation but we were not able to reach her with the number she provided.If you have any questions regarding this matter please contact me directly at ###-###-####.Sincerely,Miguel D.Call Center Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  ALTHOUGH I HAVE BEEN A MEMBER WITH FREEDOM FOR A NUMBER OF YEARS, I HAVE NO INTENTIONS OF FIGHTING THIS ISSUE ANY FURHTER; HOWEVER, I TO THIS DATE HAVE NOT HEARD FROM ANY REPRESENTATIVE FROM MY CREDIT UNION AS TO WHY THE GAP INSURANCE COVERAGE DID NOT PAY OFF THE ENTIRE PRINCIPAL LEFT ON MY CAR LOAN. REPEATIDLY IT IS STATED IN THE RESPONSE LETTER FROM fREEDOM CREDIT UNION THAT, "WE ENSURED HER", NOTHING WAS EVER ENSURED OR DISCUSSED REGARDING WHAT GAP INSURANCE COVERED; AS I HAD LEFT MESSAGES, INQUIRING AND ASKING FOR INFORMATION.  AS THE LETTER STATES FROM FREEDOM CREDIT UNION, " THE LETTER AND CALUCULATION WERE REVIEWED AND APPROVED" HOWEVER, I WAS NEVER INFORMED , NOR ASSISTED IN UNDERSTANDING HOW I WAS LEFT WITH A "BILL" WITH WHAT I CONSIDERED TO BE 100% COVERAGE OF MY VEHICLE IN CASE OF LOSS; WITH GAP INSURANCE.  I WILL PAY THE AMOUNT DUE, AS I HAVE PURCHASED ANOTHER VEHICHLE WITH THE ASSURANCE FROM LEGAL REPRESENTATION THAT I WILL GET IT AS A PART OF SETTLEMENT FOR MY LOSSES.  THEREFORE, NO FURTHER COMMUNICATION IS NEEDED.
Regards,
[redacted]

July 23, 2015Dear [redacted],Thank you for contacting Freedom Credit Union. We value our member's opinions and strive to provide the best service possible.On July 2, 2015 [redacted] made a deposit at one of our branch locations. At the time of this transaction we made [redacted] aware of any...

holds due to our Funds Availabilty Policy and provided her with a reciept. The reciept is a confirmation of the deposit that clearly states if the transaction requires any holds and the dates the funds would be released.[redacted] discussed this matter with one of our Branch Supervisors. As a courtesy the Branch Supervisor released additional funds upon her request. On July 3, 2015 [redacted] contacted our Call Center and requested fees to be refunded caused by purchases she made while funds were on hold. The account was reviewed for a second time, it was foud that procedures were followed and [redacted] was made aware of the holds at the time of the transaction, therefore the request was denied.If you have any questions regarding this matter please contact me directly at [redacted],Sincerely,Jill I.Call Center Supervisor

June 6, 2016Dear [redacted]:The following is our response to [redacted]'s complaint. I hope this response is satisfactory as we value our member's opinions and we strive to provide the best service possible.[redacted] was involved in a car accident on 4/18/16 that resulted in a total loss...

of the vehicle. On 4/27/16, we received insurance proceeds from the member's primary insurance company in the amount of $9,868.94. We immediately applied this check as a principal payment to the member's auto loan, which lowered her balance to $6,739.32. We also ensured her due date was advanced so the member would not show any delinquency while the insurance claims process was completed.On 4/27/16, we filed the GAP claim. On 5/20/16, we received the GAP claim proceeds in the amount of $5,339.33. We applied this amount as a principal payment to [redacted]’s auto loan, which lowered her principal balance to $1,399.99. Again, we ensured the auto loan date was advanced so the loan would not show any delinquency during the claims process.After a comprehensive review to ensure no further proceeds were forthcoming, we advanced the loan due date to 7/23/16. We then calculated the remaining deficiency balance, including $194.64 in interest due, bringing the loan total payoff to $1,594.63. The letter and calculations were reviewed and approved, and on Friday 5/27/16 we mailed [redacted] our deficiency balance letter.We feel that our deficiency balance letter is compliant with all regulations concerning outstanding deficiency balances. We have adjusted our procedures to include a phone call to the member to explain any deficiency balance.If you have any further questions on this matter, please don't hesitate to contact me at ###-###-####Sincerely,Victor D. SVP/Chief Operations Officer

July 23, 2015Dear [redacted],
Thank you for contacting Freedom Credit Union. We value our member's opinions and strive to provide the best service possible.
On July 2, 2015 [redacted] made a deposit at one of our branch locations. At the time of this transaction we...

made [redacted] aware of any holds due to our Funds Availabilty Policy and provided her with a reciept. The reciept is a confirmation of the deposit that clearly states if the transaction requires any holds and the dates the funds would be released.[redacted] discussed this matter with one of our Branch Supervisors. As a courtesy the Branch Supervisor released additional funds upon her request. On July 3, 2015 [redacted] contacted our Call Center and requested fees to be refunded caused by purchases she made while funds were on hold. The account was reviewed for a second time, it was foud that procedures were followed and [redacted] was made aware of the holds at the time of the transaction, therefore the request was denied.If you have any questions regarding this matter please contact me directly at [redacted],
Sincerely,
Jill I.
Call Center Supervisor

Dear [redacted],This letter is in response to complaint ID# 1 [redacted] filed by Freedom Credit Union member [redacted] on 10/31/2016.A review of [redacted]'s account shows a history of many recent NSF Returns that have contributed to her negative checking account balance of -$65.53. She...

also has a small remaining personal loan balance of $2.30.In the interest of resolving the matter, we have adjusted the member's negative checking account balance to $0.00, adjusted her personal loan balance to $0.00, and have closed her account per the member's request.If you have any further questions on this matter, please don't hesitate to contact me at [redacted].Sincerely,Maida E.Loan Servicing Supervisor