Freedom First Credit Union Reviews (24)
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Freedom First Credit Union Rating
Description: CREDIT UNIONS, INVESTMENT ADVISORY SERVICE, CONSUMER FINANCE & LOAN CO., MORTGAGE BROKERS
Address: 5240 Valleypark Drive, Roanoke, Virginia, United States, 24019
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Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This business alleges it received permission via telephone, and mailed a confirmation supporting its claim to the consumer Consumer denies telephone permission was granted; nor was a confirmation letter received No proof, other than the business self-supporting allegations, exist to support its claim The business would certainly not accept such a resolution from a customerIt acted impermissibly in violation of law Regards, [redacted]
The notice mailed on 5/20/ is provided by the Credit Union as a courtesy and not required by Regulation Copies are not available
Upon receipt of complaint ID # [redacted] , a thorough review of this matter was conducted. It was confirmed that Ms. [redacted] is a joint owner on her mother’s account and as such is jointly liable for the account. On 8/1/2014 charges for a car rental from [redacted] were... applied to the account in the amount of $2,055.99. The account had insufficient funds to pay for the charges which resulted in the account balance going negative and a $30.00 fee being assessed. A monthly bank statement was mailed to the address on record in September reflecting the August activity. Neither owner of the account filed the necessary paperwork with the Credit Union disputing this charge within 60 days in accordance with Regulation E. It was determined that the actions of Freedom First are permissible pursuant to the account agreement since the deficit balance in the account was not paid by either account owner. We appreciate your inquiry and trust that this matter is now resolved.
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The credit union did not have permission to overdraw this account.
Regards,
*** ***
Revdex.com:I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.No confirmation letter was received on 05/20/2010. A hard copy of such evidence is requested.Regards,*** ***
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This business alleges it received permission via telephone, and mailed a confirmation supporting its claim to the consumer. Consumer denies telephone permission was granted; nor was a confirmation letter received. No proof, other than the business self-supporting allegations, exist to support its claim. The business would certainly not accept such a resolution from a customer. It acted impermissibly in violation of law.
Regards,
[redacted]
In response to claims [redacted] & [redacted]: The Credit Union referenced the transaction details in the original response claim for clarity since it was the cause of the overdraft. Additional research revealed the following: In accordance with changes to Regulation E that occurred in 2010, our records indicate that a letter and form notifying Mrs. *. [redacted] of her options regarding overdrafts on her debit card was mailed in April 2010 . The letter stated that “after 8/15/2010 we would not pay overdrafts for everyday debit card transactions unless she told us that she wanted coverage for these transactions.” The letter provided specific instructions to call us to opt-in to the service or complete the form and drop it off at a branch location. On 5/19/2010 Mrs. *. [redacted] was enrolled in the service by phone and mailed a confirmation notice which was sent out on 5/20/2010. This notice stated “our records indicate you requested that Freedom First Credit Union authorize and pay overdrafts on your everyday Debit Card transactions. If this is incorrect please contact us at ###-###-####.” Since that time, no notification to remove the service has been received. The transfer that was made on 2/3/2015 is permissible as stated on page 2 of the Freedom First Account Agreement, “You agree that We may impress and enforce a statutory lien upon Your Accounts with Us to the extent You owe Us any money and We may enforce Our right to do so without further notice to you. We have the right to set-off any of Your money or property in Our possession against any amount You owe us. The right of set-off and Our impressed lien does not extend to any Keogh, IRA, or similar tax deferred deposit You may have with Us. If Your Account is owned jointly, Our right of set-off and Our impressed lien extends to any amount owed to Us by any of the joint Owners.” In addition, this Agreement under the section entitled Periodic Statements says the following; “You will be provided with a periodic statement showing activity on your account. If you believe any statement reflects discrepancies, you must notify us of such discrepancies within 60 days from the date we mailed the statement to you.” Since that time frame has passed we consider this matter closed.
Upon receipt of complaint ID #
[redacted], a thorough review of this matter was conducted.
It was confirmed that Ms.
[redacted] is a joint owner on her mother’s account and as such is jointly liable
for the account.
On 8/1/2014 charges for a
car rental from [redacted] were...
applied to the account in the amount of
$2,055.99. The account had insufficient funds to pay for the charges
which resulted in the account balance going negative and a $30.00 fee being
assessed. A monthly bank statement was mailed to the address on record in
September reflecting the August activity. Neither owner of the account
filed the necessary paperwork with the Credit Union disputing this charge
within 60 days in accordance with Regulation E. It was determined
that the actions of Freedom First are permissible pursuant to the account
agreement since the deficit balance in the account was not paid by either account
owner.
We appreciate your inquiry and
trust that this matter is now resolved.
The members were contacted prior to our receipt of the
Revdex.com complaint.
To begin, the Virginia Code referenced in the complaint
does not apply to regulated financial institutions such as Freedom First Federal
Credit Union. The member was contacted on a number of different occasions...
via
phone and mail. The contacts were not returned and, in one case, a promise was
made and not fulfilled.
The issue at hand is in the process of being resolved.
Once full resolution is made with the consummation of a new loan agreement,
scheduled for February 5, 2015, the vehicle will be returned to the member.
Sincerely,
Freedom First Credit Union
The notice mailed on 5/20/2010
is provided by the Credit Union as a courtesy and not required by
Regulation. Copies are not available.
Review: The credit union believed that they had a faulty address in their system for me, a member of the credit union. My debit/bank card was due for expiration 08/16, and due to the supposed faulty address I was informed by a credit union representative that because of this no new bank/debit card was mailed out for me. The issue with the address being faulty that I have is the fact that I have on multiple occasions attempted to change the address to no success. I've submitted multiple change of address forms(online & in-person), requests for verification of the address (in-person, online & over the phone) and mentioning when the address was incorrect again. This seems like a failure to maintain banking records and information to me. As well, the bank has a correct phone number for me, my question is if you believe there is a problem with a customer's/credit union member's account that seems serious (such as not receiving the card to have access to their account) why would they not attempt to contact me to try to resolve the issue in advance?
I live well over an hour away from the nearest bank branch and was convinced by a credit union representative to keep my account active and continuing using it when I moved to my new home two years ago. Since then I've had relatively decent customer service, however issues like this are what make dealing with issues like this infuriating. I'm now going to have to take off of work early, before a holiday weekend to travel to a local branch to see if they can get me at least a temporary card or enough cash to use for the weekend. My holiday weekend travel plans have now also been changed completely due to this inconvenience.Desired Settlement: At this point, I would like to be contacted by phone from someone who has the ability to address my concerns with regards to why this situation was allowed to occur and how they will do better to prevent it in the future. I would also like an apology.
Business
Response:
Upon receipt of complaint ID # [redacted], the Vice President of our Contact Center phoned Mr. [redacted] today and extended her apology as well as processed an overnight delivery of his card. Mr. [redacted] confirmed the Credit Union had addressed his concerns to his satisfaction. Please contact us should you have further questions.
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: Customer service is a main focus but not the only issue by far! I was first a member ( That term is used loosely!) of Freedom First Credit Union beginning in 1988. I have been thru 3 name changes. Have had multiple loans. In the past there has been money deposited into my fathers account instead of mine. I suppose that was corrected. I have been given the incorrect payoff for an auto loan which hey never honored the payoff given by the manager of the christiansburg branch([redacted]). Recently (the last couple of days) The fraud dept. flagged my account because of 2 internet charges of 1.00 and 2.99 in which I was unable to use my card for my purchases when I had over 1000.00 dollars in my account. They said that it was resolved when the following day I am purchasing my son a cell phone and am denied because of them not allowing the funds to go through until I have wasted over an hour an 15 minutes or so and had to call them to get them to finally allow the purchase to go through! Ther was still over a thousand dollars in the account at that time. Then I am over an hour away from home and stop to get gas, some fruit and a bottle of water and once again am completely embarrassed by being declined again because of the amount of tries that the cell phone purchase was denied. they then said that they would allow me to use my card for 5 minutes, and that I would not be able to use it for 24 hours. There is no reason that they should continue to freeze my account taking away from me and my childrens plans, my ability to get gas , make my grocery purchases, ect. Highly embarassing situations when it is declined day after day for no true, and legitimate reasons, especially when I have told them not to use thier fraud dept. with my card anymore, because they do not use it properly. Their policies and practices and lack of customer service has provided embarrassment, loss of purchases and loss of entertainmentfor my children that had been previously planned because of not being able to use MY money wnen I need my money for the needs of my family!!! I tried to speak to the Vice President yesterday, but was unavailable. Her name is [redacted]. I called this morning and she was unavailable, but I was told by the customer service representative that she had spoken to her and that she would call me back within 20 minutes! No return call!!! Has been at least an hour or so since I was told this. I am a completely dissattisfied member who is suppose to be a part owner(HA HA). I have been completely taken advantage of and totally disrespected in multiple ways! I have to keep an account there because of my parents who are out of state and because my father and I have a Mortgage there. I am opening accounts elsewhere for my general banking needs and will be advising everyone that I know and ever come in contact with to never do business with them. They have had every opportunity to make these situations right down to in one instance just offering an appology to me from one employee. They have made no effort to resolve any of these and I dont think they ever will! I have never filed a complaint on anyone or any institution with the Revdex.com, but this institution has left me no other choice!!! Thank you!!! [redacted]Desired Settlement: I want an apology from [redacted] for his threatening, aggressive and rude behavior. I want an apology fromFreedom first as a whole for affecting my personal and family purchases that have negatively affected my children and their happiness and needs. They should definatly offer me something in return for the horrible customer service!!! This a sad to me!!! A 25 or 26 year business relationship that is totally sour at this point because of lack of concern for thier members!!! Frredom First was a much better place to do business when it was [redacted] Credit union and [redacted] Federal Credit union. They are steadily going down hill and that is very sad!!!
Business
Response:
To whom it may concern: Upon receipt of complaint ID # [redacted] an investigation has been conducted with the following determination: We sincerely apologize for Mr. [redacted]’s increased dissatisfaction when working with Freedom First. Our goal is to impact every member in a positive manner while delivering a high standard of service. We value our long time relationships and carefully consider the balance between servicing and protecting each account owner’s information and finances. As you know, Banking has evolved greatly in the past 25 years, and we too have experienced many changes not only in our name ([redacted] Credit Union changed our name to [redacted] Federal Credit Union in 1999 and then to Freedom First Credit Union in 2003 to be inclusive of both the New River and Roanoke Valleys), but in our regulatory environment, and advancing technology. Due to record retention and lapse of time we are unable to review two of Mr. [redacted]’s claims. However, our Vice President of Retail and Development, [redacted], has been diligently working with Mr. [redacted] since March 7, 2013 to personally address all active and ongoing concerns. At approximately 11:08 A.M. on March 7, 2013 Mr. [redacted] and his wife requested a service from the Personal Banker in the Christiansburg Branch. The service was denied due to security reasons and Mr. [redacted] became frustrated with the Branch Manager. Mr. [redacted] elevated his displeasure to Ms. [redacted] and shared his concern that the Branch Manager was aggressive and demanded an apology from the Manager. After a thorough review of the situation that occurred in the Branch lobby, including interviewing branch employees and video surveillance, the decision was made an apology was not required from the Branch Manager and was communicated to Mr. [redacted] verbally by Ms. [redacted]. Most recently Mr. [redacted] requested to be exempt from our fraud protection when using his debit card due to the interruptions referenced in his complaint. On September 14, 2013 a total of 19 XBOX authorizations were applied to Mr. [redacted]’s checking account from use of his debit card. XBOX has a high fraud score indicator which resulted in an unsuccessful call to Mr. [redacted] from our fraud provider to a number on file which was no longer in service. On September 15, 2013 another XBOX authorization was applied to the account. The unsuccessful attempt to speak with Mr. [redacted] resulted in his card being placed in a restricted status on September 16, 2013. After a conversation between Mr. [redacted] and our fraud provider that evening the card was re-opened but with the understanding it would take 24 hours for the fraud score to decrease to normal levels and the use of the debit card during that time should be held to normal transactions. On September 17, 2013 Mr. [redacted] was able to use his debit card until early afternoon when thirteen authorizations from Virgin Mobile cell phone were applied to his account again increasing the fraud score indicator. The card was placed in a restricted status but promptly released when Mr. [redacted] called and explained he needed to purchase a phone for a family member. A review of the phone recording revealed that the credit union representative explained to Mr. [redacted] why the card was not working and his card would be restricted for the remainder of the day. Mr. [redacted] attempted to use the card with increasing frustration for the remainder of the day. On September 18, 2013 Mr. [redacted] was able to use his debit card on his first attempt at 8:04 A.M. and throughout the day. However, between 4:10 and 9:00 P.M, nine XBOX authorizations were placed on his account which took the fraud score to an elevated status which resulted in the card being restricted again by 10:25 P.M. After a thorough review of all transactions, Freedom First’s business rules, and the communications between Mr. [redacted] and Credit Union representatives I was unable to identify a weakness in the system or the business rules in place to detect and prevent fraud. Freedom First prides itself on exceptional service and a higher delivery standard. One of our fiduciary responsibilities is to protect our members regarding potential fraud. Freedom First actively trains and develops our employee’s skill set to ensure each member is offered a balanced experience. At Mr. [redacted]’s request a letter of apology will be sent addressing his less than satisfactory experience while working through this matter with the Credit Union. Rest assured, the processes in place are safe and sound practices in the financial industry and not intended to disrupt family matters or cause personal stress.
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They do not take the responsibility needed in this matter. I have had repeated problem even since the complaint to the extent that I have been unable to pay my satelite bill and on and on. They have cost me hours upon hours of my very valuable time and heartache and disappointment for my children because of thier unacceptable practices. They have cost me time and money from having to spend so much time trying to correct this situation which is still not resolved. They care only about themselves and making them look justified in thier actions including the Branch manager [redacted]. I will only accept an apology from [redacted] and from Freedom First CU, and they should ofeer even more than that. I have lost many hours of work time and my childrens disappointment as well through thier actions and trying to resolve this resonably with them. Thank you!!!
Review: In 2012, we bought a 2011 Kia Optima in which we obtained a loan through freedom first. In July 2015 the Kia was totaled. [redacted] Insurance paid their part and we had Gap insurance that paid as well. We then began the process of getting another auto loan through Freedom First to obtain a new vehicle. We were notified that Gap Insurance didn't pay all of the remaining balance because "there was a lapse in insurance coverage from 2012-2013, and the again from 2013-2014. We were never notified that there was no document of Insurance for those times on our Kia, and Bank insurance was placed on it. We were told until the issue with the Kia balance was resolved we would not be able to get another loan. Therefore we did everything asked, and provided all documentation requested. We were approved for a loan but were told by our loan representative [redacted] that we needed to provide documentation providing proof of insurance coverage. We obtained all documents and sent them to her. She assured us that they documents were received. The next day she informed us everything had been looked over and approved by the underwriters and the loan issues on the Kia had been resolved. She then informed us we could complete the process for the new loan for the new car. We obtained the loan and purchased our vehicle.
When we went to pay our first car payment we were asked if we wanted to pay on the Kia or the Tahoe. We informed them that we no longer had the Kia and asked how long it was supposed to take for it to report on their system that the Kia was gone. We were told that there was still a balance of approximately 3,000. We had them call someone about it that day in which they told us there was a balance left from bank placed insurance. The same bank placed insurance that we had weeks prior provided documentation for and that "was previous resolved." We declined to make a payment on the Kia, and made our Tahoe payment. We called [redacted] and she said she needed some documentation about insurance even though we had sent it weeks ago. We said we would send it again but she told us weeks before she received it and the underwriters had approved it and that the issue there was resolved. Not only did she tell us the problem had been resolved weeks before, but she never told us anything about a balance being left on the loan. We were never given any notification at all, and wouldn't have even found out about the issue if we hadn't went into the bank to make our payment on the new auto loan.
We were told we would not be able to get a new loan until the Kia loan balance was taken care of, then we were told it was and were given our new loan, and now the issue is that the loan apparently did not get resolved even though we were told it did. We've called Freedom First and talked to [redacted] as well as others, all who of which have done nothing. We have been told "We will look into the issue and get back to you" and then never hear back until we call to try and resolve the issue and then the process has to start all over.
We never received any letters from Freedom First stating we owed this balance, but now were getting delinquent notices. Today we received a letter stating that a warrant was going to be issued in 10 days and then it was going to be taken to court. This was a major problem on Freedom Firsts' end. We were also told today when we called that Freedom First called our insurance and that our insurance told them we didn't have coverage from 2012-2014 which is a false statement. We called our insurance yet again who verified we did have insurance and that information was provided, the same information that was provided to Freedom First MONTHS ago. We have been lied to by Freedom First and its employees over and over again. We have been loyal customers who choose to get another loan in July because we were pleased with the business we received but this situation has made us realize how wrong we were about this business.
We have not only had to deal with the hassle of repeatedly resending documentations and dealing with rude representatives, but now we are being made to look like the issues were our fault in order to keep the blame off of Freedom First when in fact it was a screw up on their part. Now we are receiving letters stating the account is delinquent and that its going to court and a warrant is going to be issued for a problem that is not our doing. Also for 3 months now, it has reported on my credit that I haven't paid a payment on the Kia because of this problem. I provided all documentation and the balance and have made every attempt to get it resolved and I'm just having to go in circles, repeatedly being told it will be looked into, that someone will call me back, and then it never happens and I have to call and go through the whole process of explaining the situation and then yet again being told it will be looked into. We were lied to completely about the Kia loan, and then obtained a loan for the Tahoe under false pretenses because we were told we couldn't get the loan until the Kia balance was paid off, and we would've never gotten a new loan with a loan existing on the Kia. We were told the underwriters approved the Kia loan being paid off and we were able to get the new loan, which was false information. We've not only been lied to but we've been threatened with court action, obtained a loan under false pretenses, had credit scores damaged, and have also endured a great amount of emotional stress and burden for more than 3 months now.Desired Settlement: We have not only had to deal with the hassle of repeatedly resending documentations and dealing with rude representatives, but now we are being made to look like the issues were our fault in order to keep the blame off of Freedom First when in fact it was a screw up on their part. Now we are receiving letters stating the account is delinquent and that its going to court and a warrant is going to be issued for a problem that is not our doing. Also for 3 months now, it has reported on my credit that I haven't paid a payment on the Kia because of this problem. I provided all documentation and the balance and have made every attempt to get it resolved and I'm just having to go in circles, repeatedly being told it will be looked into, that someone will call me back, and then it never happens and I have to call and go through the whole process of explaining the situation and then yet again being told it will be looked into. We were lied to completely about the Kia loan, and then obtained a loan for the Tahoe under false pretenses because we were told we couldn't get the loan until the Kia balance was paid off, and we would've never gotten a new loan with a loan existing on the Kia. We were told the underwriters approved the Kia loan being paid off and we were able to get the new loan, which was false information. We've not only been lied to but we've been threatened with court action, obtained a loan under false pretenses, had credit scores damaged, and have also endured a great amount of emotional stress and burden for more than 3 months now.
We want the issue resolved. We want the issues with the loans to be resolved, and we want to be contacted by the bank. We deserve an apology for the hassle and being lied to. We also need to figure out what can be done about our current loan because we have no desire to keep a loan with a company who would treat us so poorly and negligently. With the negligence, false information, obtaining loan under false pretenses, and damage to credit we are prepared to pursue further action if necessary.
Business
Response:
Upon receipt of complaint ID #
[redacted], a thorough examination of this matter was conducted which included
reviewing e-mail correspondence, phone logs, account system notes,
lending system-generated comments and listening to numerous phone recordings of
calls with Mr. [redacted].
Our records indicate insurance
was force placed on Mr. [redacted]’s Kia auto loan due to a lapse of insurance in
January of 2013 and August of 2014. Proofs of insurance were provided and
refunds commensurate with the documented coverage periods were applied which in
this case was partial.
On
8/7/15, Mr. [redacted] contacted the Credit Union to obtain another auto
loan. Our system notes indicate that at the time of application, a GAP
insurance claim had been filed to determine if the remaining balance on the Kia
loan would be satisfied. On 8/26/15, notification was received with the
check payment that insurance lapses had been deducted from the check
amount. It was determined that no additional refunds were to be issued
leaving the remaining balance the responsibility of Mr. [redacted]. Mr.
[redacted] asserts that he was told he could not obtain a new loan until the Kia
loan issue was resolved and that the following day, he was then told that the
Kia issue was now resolved and his new loan approved. However, a thorough
search of the phone recordings and lending system notes only confirm it was
communicated to him that his new loan was approved and a closing time set.
The Credit Union acknowledges
that the insurance documentation Mr. [redacted] references was received and
reviewed in late August; however, lapses in insurance coverage on the Kia loan
still remained based on the documentation provided.
On 10/19/15, Mr. [redacted] called
insisting that no lapse in coverage existed. Ms. [redacted] asked Mr. [redacted] to
provide the documentation a second time so that the Credit Union could review
and ensure no mistake occurred on our part. On 10/20/15, Ms. [redacted]
e-mailed Mr. [redacted] informing him that upon verification, despite the documents
he provided, his insurance company still reported lapses in coverage. She
also informed him that in order to issue any refunds for those time periods, a
letter from his insurance company stating coverage was in force for the dates
listed below must be received.
10/04/2012-05/13/2013
06/04/2014-07/16/2014
To date documentation has not
been received verifying coverage during these time periods and is required to
resolve this matter for Mr. [redacted].
Our
system notes indicate that U.S. mail was returned on Mr. [redacted]’s account for a
7 month period of time which speaks to his statement regarding lack of
notification.
The
following options are available to Mr. [redacted] to resolve his complaint:
1. 1. Provide proof of insurance for the time periods
listed above to receive full credit for the amount owed. 2. Add the balance remaining on the Kia loan to the new auto
loan resulting in one loan with one payment. If Mr. [redacted] prefers this
option additional paperwork will need to be completed and signed.
3. 3. Maintain the new
auto loan as is and spread the remaining balance on the Kia loan over 24 months
resulting in a payment of approximately $135 per month. If Mr. [redacted]
prefers this option additional paperwork will need to be completed and signed.
We apologize for Mr. [redacted]’s
frustration with Freedom First and hope that we have provided the direction
necessary to allow him to resolve the outstanding issues. Our goal is to
impact every member in a positive manner while delivering a high standard of
service.
I would like to say how pleased I am with Freedom First, I never had a bank to treat me the way they do,,
They know my name and I am not just another number,
[redacted] has helped me in ways that other banks wouldn't, she has taken the time to help as well as the other staff
Thanks,,,,
You got a customer for life
Review: I contacted customer service to inquire about a letter received in the mail regarding my account. I was uncertain as to why I would have received the letter and hoped to gain clarity from a representative. On the first call I was unable to gain answers from the representatives I spoke with and was told that I would receive a call back. After not hearing from anyone days later, I called back, but was still not given any answers or direction as to what the issue with my account was. In fact, I was told by one of the representatives that he wished he had some answers for me, but he did not know why my account reflected the details it did. He wanted me to again wait for a call back from someone else on the staff. This caused some disappointment and distrust in my relationship with Freedom First. I didn't understand why no one was able to give me answers as to what was being charged to my account? The statements that I was directed to online reflected something different than what the representative was seeing on his end. Later after still reviewing my account and seeing charges that I couldn't follow, I called again to the service line to explain why the charges did not seem right. This time I was directed to call the card processing department and at this point I was exhausted and drained with the matter. The card processing department was able to give some clarity but not able to completely help me, so they directed me back to Freedom First. At this point I felt still misled and disrespected by the representatives. My simple request was to remove the $25 late fee that was applied due to my account not being clear in what was being charged to me. The representative put all the blame on me and told me they didn't do anything wrong after wasting much of my time in an exhausting chase for information. On top of that he was rude and told me that I called the processing department and called him back because I didn't quote "get the answer I wanted to hear." This is the complete opposite of what I believe customer service is supposed to be like, which is helpful. As a customer of Freedom First for several years I am disappointed to discover that I have put my trust in, and conducted business with a company that would not be reliable or polite. As a consumer, I do business with many companies and I have no problem paying for services rendered, but Freedom First has made me feel cheated and mistreated and as a result I have discontinued my services with them. I will not do business with Freedom First in the future and will caution others not to do so as well.
Business
Response:
Ms. [redacted],
Upon receipt of complaint ID # [redacted], a thorough review of this matter was conducted.
It was determined that Ms. [redacted]’s account was assessed a $25.00 fee in February due to a payment in January being received after the due date.
In March, a payment was received and posted to her account. However, it was subsequently reversed because the payment was not collected from the bank it was drawn on which resulted in the letter being sent to Ms. [redacted].
A review of Credit Union phone records revealed the following conversations and attempts to contact Ms. [redacted] which have been summarized below:
March 27th 10:14 am – Freedom First left a message on her home phone.
April 10th 4:54 pm – Freedom First left a message on her home phone.
April 10th 4:54 pm – Freedom First sent an e-mail to Ms. [redacted].
April 15th 9:45 am – Ms. [redacted] called Freedom First . Research was needed and she had limited time to discuss so she was asked to call back later in the day.
April 15th 3:03 pm – Ms. [redacted] called and research was still underway. Freedom First promised her a call back that day.
April 15th 3:10 pm – Freedom First called and spoke to Ms. [redacted] about her account.
April 17th 5:54 pm – Ms. [redacted] called to discuss her account and request the $25 fee refund. She was informed the Credit Union was not at fault and that the fee would not be waived.
May 2nd 11:57 am – Ms. [redacted] called requesting a call back.
May 2nd 11:59 am – Freedom First called and left her a message.
We sincerely apologize for Ms. [redacted]’s frustration with Freedom First. Our goal is to impact every member in a positive manner while delivering a high standard of service.
At Ms. [redacted]’s request the Credit Union is refunding the $25.00 fee to her account as a courtesy.
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Many of the and I did not receive messages from the calls and emails they claim to have made before I initially contacted them. They failed to mention the inaccuracy of my statements and their lack of understanding why they were incorrect. I will accept the $25 credit, which was my initial request that they were unwilling to accommodate, but it does not make up for the rudeness of the representatives and the inconsideration of my time.
Review: In November of 2013 I contacted mr. [redacted] with Freedom First Federal Credit Union. The subject of our conversation was personal debt consolidation. Mr. [redacted] advised me that as long as all of my Freedom First accounts were current, my 676 credit score entitled me to a personal debt consolidation loan of $10,000 to be repaid over 36 months. [redacted] requested pay stubs and other documents which were promptly forwarded to him through the Towers Mall (Colonial Ave.) branch. At this time all of my accounts with Freedom First were current. In December of 2013 I began receiving correspondences from Freedom First inquiring as to why I had not been paying on my accounts. In January 2014 I again contacted Mr. [redacted] to inquire as to the status of my debt consolidation loan. [redacted] informed me that he had failed to initiate the loan process for this loan. Now my 676 credit score has dropped to 482 and I am facing repossession of my vehicle thanks to the poor follow-up skills of Mr. [redacted].Desired Settlement: I would like the Debt Consolidation loan to be originated immediately, my accounts with Freedom First reported current, and the two months of delinquent activity removed from my credit report.
Business
Response:
ID [redacted]
To whom it may concern:
Upon receipt of complaint ID # [redacted] an investigation
has been conducted with the following determination:
After having the opportunity to listen to the recorded
phone conversation between Mr. [redacted] and Mr. [redacted] dated November 20,
2013 it is fair and reasonable to state that the purpose of the call was to
extend payment of an existing Freedom First debt. A loan application was not originated.
A second recorded call dated December 16, 2013 between
Mr. [redacted] and Mr. [redacted] further discussed Mr. [redacted]’s request to skip
a loan payment.
While we sincerely apologize for Mr. [redacted]’s
dissatisfaction we have been unable to substantiate his claim.
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
With all due respect the person who responded to the complaint is completely incorrect. Mr. [redacted] extended an offer to borrow $10,000 over 36 months in order to ease my financial burden. I was parked on [redacted] Roanoke when I took the phone call. It was at that time that he requested pay stubs in order to initiate the loan process. I then drove to the Colonial Ave. branch location where said pay stubs were forwarded to Mr. [redacted] along with a letter expressing the reasons for my loan request. $10,000 over 36 months seems to be less indicative of a "one-time" payment forgiveness program and more indicative of a debt consolidation loan. I request mediation with a representative from my legal team and a representative from Freedom First's team. It is at this time that my team and I will determine the nature of the conversations with Mr. [redacted] and whether the recordings from said conversations have been adulterated.
Regards,
Business
Response:
ID [redacted]
Thank you for your recent feedback.
We would be happy to review the recorded telephone calls between you and Freedom First with your legal team. Please provide a written authorization allowing us to discuss your non-public information with your designated representative. Once we receive the contact information for your legal representative we will contact them and schedule a time to meet with a Credit Union representative and legal counsel to review the calls.
Respectfully,
Vice President Retail Development
Consumer
Response:
Once I have reviewed the material with my legal team we will decide on the status of this complaint.
Review: This company has repossessed my truck without following the proper procedures. They were supposed to notify me in writing via U.S. mail 10 days prior to the repo, according to VA Code Section 6.2-2217 Section A. My truck was repo'd on 1/29, with notification happening on 1/30 via U.S. mail - that I had 10 days from the date of the letter to pay $460. The next day, 1/31, I received notification that my truck was REPO'd. And then on 2/2 I received notification via certified mail of the same thing. They are in clear violation of my rights under this particular code section. On 1/31, I paid cash, $500, to Freedom First, in accordance with the first letter that I received. I WANT MY TRUCK BACK.Desired Settlement: I want my truck back and I will make good on the outstanding balance by 2/13/15.
Business
Response:
The members were contacted prior to our receipt of the
Revdex.com complaint.
To begin, the Virginia Code referenced in the complaint
does not apply to regulated financial institutions such as Freedom First Federal
Credit Union. The member was contacted on a number of different occasions via
phone and mail. The contacts were not returned and, in one case, a promise was
made and not fulfilled.
The issue at hand is in the process of being resolved.
Once full resolution is made with the consummation of a new loan agreement,
scheduled for February 5, 2015, the vehicle will be returned to the member.
Sincerely,
Freedom First Credit Union
Review: I was a signatory on my mother's account. My mother never authorized overdrafts on her debit card. Nevertheless, this credit union subsumed all of my mother's social security check to cover a portion of the unauthorized charge. And now it has withdrawn more than $1,000 from my account, with no warning whatsoever, to cover another portion of the unauthorized charge.
A credit union or bank has the right to set-off. It does not have the right to overdraw an account, seize social security payments to pay for the overdraft, and then, without warning, seize money from another account.Desired Settlement: These funds should be returned to my mother and I.
Business
Response:
Upon receipt of complaint ID #
[redacted], a thorough review of this matter was conducted.
It was confirmed that Ms.
[redacted] is a joint owner on her mother’s account and as such is jointly liable
for the account.
On 8/1/2014 charges for a
car rental from [redacted] were applied to the account in the amount of
$2,055.99. The account had insufficient funds to pay for the charges
which resulted in the account balance going negative and a $30.00 fee being
assessed. A monthly bank statement was mailed to the address on record in
September reflecting the August activity. Neither owner of the account
filed the necessary paperwork with the Credit Union disputing this charge
within 60 days in accordance with Regulation E. It was determined
that the actions of Freedom First are permissible pursuant to the account
agreement since the deficit balance in the account was not paid by either account
owner.
We appreciate your inquiry and
trust that this matter is now resolved.
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The credit union did not have permission to overdraw this account.
Regards,
Business
Response:
In response to claims [redacted] & [redacted]: The Credit Union referenced the transaction details in the original response claim for clarity since it was the cause of the overdraft. Additional research revealed the following: In accordance with changes to Regulation E that occurred in 2010, our records indicate that a letter and form notifying Mrs. *. [redacted] of her options regarding overdrafts on her debit card was mailed in April 2010 . The letter stated that “after 8/15/2010 we would not pay overdrafts for everyday debit card transactions unless she told us that she wanted coverage for these transactions.” The letter provided specific instructions to call us to opt-in to the service or complete the form and drop it off at a branch location. On 5/19/2010 Mrs. *. [redacted] was enrolled in the service by phone and mailed a confirmation notice which was sent out on 5/20/2010. This notice stated “our records indicate you requested that Freedom First Credit Union authorize and pay overdrafts on your everyday Debit Card transactions. If this is incorrect please contact us at ###-###-####.” Since that time, no notification to remove the service has been received. The transfer that was made on 2/3/2015 is permissible as stated on page 2 of the Freedom First Account Agreement, “You agree that We may impress and enforce a statutory lien upon Your Accounts with Us to the extent You owe Us any money and We may enforce Our right to do so without further notice to you. We have the right to set-off any of Your money or property in Our possession against any amount You owe us. The right of set-off and Our impressed lien does not extend to any Keogh, IRA, or similar tax deferred deposit You may have with Us. If Your Account is owned jointly, Our right of set-off and Our impressed lien extends to any amount owed to Us by any of the joint Owners.” In addition, this Agreement under the section entitled Periodic Statements says the following; “You will be provided with a periodic statement showing activity on your account. If you believe any statement reflects discrepancies, you must notify us of such discrepancies within 60 days from the date we mailed the statement to you.” Since that time frame has passed we consider this matter closed.
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.No confirmation letter was received on 05/20/2010. A hard copy of such evidence is requested.Regards,[redacted]
Business
Response:
The notice mailed on 5/20/2010
is provided by the Credit Union as a courtesy and not required by
Regulation. Copies are not available.
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This business alleges it received permission via telephone, and mailed a confirmation supporting its claim to the consumer. Consumer denies telephone permission was granted; nor was a confirmation letter received. No proof, other than the business self-supporting allegations, exist to support its claim. The business would certainly not accept such a resolution from a customer. It acted impermissibly in violation of law.
Regards,
Review: Freedom First charge me all my balance on my checking account without notifying me.
They said my account is "dormant". But, it's professional and required to send customer a mail before freeze their account, and charge the dormant fee.
I was using freedom first for almost 10 years, and has never heard of dormant fee.
The interesting part is: when I call them to ask about the dormant fee, and they said they will file a case for me. The customer service ask me not to close my account while they are doing research, otherwise, I cannot get my money back. However, I got an email immediately from freedom first to ask me fill an form, in order to close my account. This is not a nice way to do business and treat customer's complaint.
The money is not much, just $5. But Freedom first own me an research and the effort to take care of my complaint.Desired Settlement: Refund me the dormant fee first, and then close the account for me.
Business
Response:
Upon receipt of complaint ID #[redacted], a thorough review of this matter was conducted.It was determined that the account was assessed a $5.00 dormancy fee in accordance with our Fee Schedule and Account Agreement in June 2015 since there had been no activity on the account for over a year.As requested, the account has been closed and a $5.00 refund check issued.
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,