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Revdex.com: 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, [redacted] ***

Please be advised, PMCU is researching this complaint and preparing a responseRegards, [redacted] C [redacted] , CRBA/CUCEPacific Marine Credit UnionDirector Audit & Compliances [redacted] @pmcu.com760-631-Ext***

May 5, [redacted] Road [redacted] , CA [redacted] RE: Revdex.com Letter of Complaint ID #: [redacted] Acct.#: XXX [redacted] Dear Ms***, As Director of Audit and Compliance and Liaison to the Pacific Marine Credit Union (PMCU) Supervisory Committee, it is incumbent upon me to conduct an independent investigation and respond to the concerns noted in your written Consumer Complaint to the Revdex.com (Revdex.com) received by them on April 28, The scope of my investigation included, but was not limited to reviewing PMCU’s applicable policies, procedures, disclosures, your account history, and interviewing staff The results of my investigation revealed that PMCU commenced to charge a monthly $Lost Contact Account Fee going back to September 2013, when the credit union became aware that your address on file was not current As a matter of procedure, statements and other mailings from the credit union are blocked pending notification from the member as to their current address In accordance with the excerpt below from PMCU’s Terms and Conditions Disclosure, you are responsible for keeping the credit union informed of your current address at all times, or otherwise be charged a fee ..“You must also keep us informed of your current address at all times to avoid suspension or termination of servicesFailure to do so may result in a Lost Contact Fee (or portion therein if your account is below the fee) See Schedule of Fees & Charges.” When you ceased to receive your monthly statements and other mailings from the credit union, it should have prompted you to contact the credit union and make inquiries Or, if you received your statements electronically thereafter through online banking and reviewed them, you would have seen the monthly $fee with the caption “Lost Contact Account Fee,” and made inquiries However, it wasn’t until you paid off your loan that you questioned the monthly fee As a courtesy, PMCU refunded you $(which represents the total fees that were assessed in 2015), but rightfully declined to go back to September and refund you the remainder of the fees Contrary to your comment referenced in your Revdex.com complaint under Desired Settlement, PMCU did in fact have a valid reason to charge the monthly fee Thus your request to have the entire amount refunded is respectfully declined Please do not hesitate to contact me, should you have any questions related to this matter, of if I may be of further service our support Regards, [redacted] * [redacted] , CUCE Director Audit and Compliance [redacted] @***.com [redacted] , Ext [redacted] cc: Supervisory Committee

November 13, 2015Mr [redacted] , CA ***RE: Revdex.com Complaint - ID # [redacted] ACCT#: XXXX*** Mr [redacted] ,In response to your complaint to the Revdex.com (referenced above), as the Director of Audit and Compliance, it is incumbent upon me to research your concerns, desired settlement and respond accordingly.Per our telephone conversation this morning, my research has revealed that Pacific Marine Credit Union (PMCU) missed an opportunity to better serve you in handling this matter, and for this I wish to extend a sincere apologize on behalf of the credit union As to your request to settle this matter, PMCU wishes to offer the terms and conditions noted below, which you have tentatively agreed to, pending my discussion with your wife [redacted] for the purpose of reaching an amicable payment arrangement PMCU offers to do the following:? Pull back the debt from SNC (our third-party collection agency) immediately? Reverse any fees that were added to the original debt? Negotiate a mutually agreed upon payment arrangement for the balance due? Once the amount due is paid in full, report it as such to the credit bureausThe total amount of the debt is currently $ PMCU agrees to reverse the $fee, leaving a principle balance due of $ I have left a voice message for [redacted] to negotiate the payment arrangements Please insure she calls or emails me at her earliest convenience, so that we can settle this in a timely manner Do not hesitate to contact me directly, if I may be of further service or support.Respectfully, [redacted] C [redacted] , CUCE/CRBADirector Audit and Compliance760- [redacted] , Ext***s [redacted] @pmcu.comcc: [redacted] , President/CEO [redacted] , Chief Lending Officer [redacted] ***, Collections Manager [redacted] ***, Interim Chairman - Supervisory Committee

Please be advised that Pacific Marine Credit Union (PMCU) has researched the members complaint and has prepared a response which includes reimbursing the member for fees charged. Due to Privacy laws, PMCU is mandated to protect non-member public information and therefore cannot disclose
the details of this matter to third parties (i.e., The Revdex.com). Regards,*** ***, CUCE/CRBADirector Audit & Compliance760-631-8700, Ext1***s@pmcu.com

October 8, 2015Mr*** *** *** Lane***, IN ***RE: Revdex.com Complaint - ID #: ***ACCT#: XXXX*** Dear Mr***,I am writing to you as Director of Internal Audit and Compliance for Pacific Marine Credit Union (PMCU) It
is incumbent upon me to conduct an independent audit and/or review of the facts and circumstance relative to your concerns expressed in the above referenced complaint.Having reviewed the account statements, notes, history and comments related to your account, it is evident that the $negative balance was created by the NSF fees that were assessed against your account as a result of the numerous attempts at withdrawal from your account via ACH, that were originated by USAA Bank On one day alone (12/01/09), USAA made sixteen (16) futile attempts to clear the ACH against the negative balance in the account Over a period of two months, USAA made a total of sixty-nine (69) attempts to clear the ACH It is my assessment that PMCU failed to recognize this activity while it was happening and take the appropriate action to mitigate the situation PMCU also failed to fully review and ascertain the cause of the negative balance prior to referring your account to SNC PMCU has since implemented practices and procedures to avoid this situation from occurring in the future. Please accept our apology for the frustration and inconvenience this caused you.You have requested that all fees and interest levied against your account be waivedIt is my understanding that you recently remitted a payment of $to SNC Given the circumstance, PMCU would be agreeable to accept the $you have remitted, has already taken steps to withdraw the account from SNC so that no further collection actions will be taken, and agrees to waive the remaining balance in full If this settlement is acceptable, please respond by affirmative confirmation Please do not hesitate to contact me, should you have any questions concerning this matter, or if I may be of further service or support I await your reply.Respectfully,*** C***, CUCE/CRBADirector Audit and Compliance760-***, Ext***S@pmcu.comcc: Supervisory Committee

Pacific Marine Credit Union has conducted extensive research on our member's complaint, and we are preparing a written response addressed to him

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

June 5, *** *** *** *** ***Apt*** ***, CA *** *** *** *** XX***
XXX*** Revdex.com ID # *** Dear Mr***, As Director of Audit and Compliance and Liaison to the Pacific Marine Credit Union (PMCU) Supervisory Committee, it is incumbent upon me to conduct an independent investigation and respond to the concerns noted in your written Consumer Complaint to the Revdex.com (Revdex.com) received by them on June 16, and forwarded to my attention for response Attached for your reference are copies of your account statements for the period of April 1, through May 31, wherein the $in Return Item fees (in accordance with PMCU’s Schedule of Fees and Charges) and other charges were assessed and eventually off-set by the credit union’s Collection Department. My investigation has revealed that the majority of the Return Item fees were the result of repeated attempts by Snap-on, On Deck Capital, Paymentech, Verizon and Crunch Fit attempting to submit ACH debits against the negative balance in your account, which in turn caused the Return Item fees. Since you originally initiated the ACH debits with the various companies noted, you had the obligation of contacting them and cancelling the ACH debit transactions. You also have the right and responsibility of requesting that the various companies refund any Return Item fees that were charged after-the-fact because of their error or oversight. With regards to your complaint that the credit union failed to close your account in a timely manner (which in your opinion may have avoided the Return Item fees), the credit union did not receive your signed written request until May 16, (see attached) which was more than two weeks after the last attempted ACH debit transaction in question, took place. Therefore, the credit union is under no obligation to pay back the fees that were legally accessed, but would be willing to assist you in your efforts to request the fees from the various companies in question. Please do not hesitate to contact me, if I may be of service or support Sincere Regards, *** C***, CUCE Director Audit & Compliance 760-631-Exts.***@pmcu.com cc: Supervisory Committee Ms*** ***, Chief Operating Officer Ms*** ***, Chief of Lending Mr*** ***, Collections Manager Enclosures: Statements of Account Request to Close Membership

Research of PMCU's records indicate that PMCU is not reporting the account as active and is accurately reporting the member's BKas well as Payment Status/History to the credit bureaus. It is a business decision not to report the account as closed due to bankruptcy until the BK has been
discharged which can usually take up to five years from the filing date of the bankruptcy petition

Revdex.com Complaint ID#: [redacted]Mr. [redacted],I am writing in response to your Revdex.com complaint referenced above. Research revealed that when the balance on your loan went delinquent, Pacific Marine Credit Union (PMCU) offset the balance of the delinquent loan with monies from your account. Further research...

revealed that this account has a joint owner. Legally, a joint owner on an account does not negate our ability to offset funds on deposit against loans that are delinquent.On your behalf PMCU’s Loan Servicing Department contacted the insurance providers for the Mechanical Breakdown and GAP insurance that you purchased for the purpose of discussing the specific details of your claims. Through these discussions, it became apparent to PMCU that the monies which were refunded to you for the GAP and Mechanical Breakdown insurances were insufficient. Through PMCU efforts, we were able to recover additional monies from the insurance providers in the amount of $923.07.Based on the recovered monies, PMCU processed the following transactions:Your auto loan was paid off for $142.82 (which included a late fee)A deposit for $387.88 was made to your checking account #XXXX013-8A deposit for $392.37 in additional funds was made to your checking account #XXXX1950-8Mr. [redacted], on behalf of Pacific Marine Credit Union I’d like to extend a sincere apology for any inconvenience or undue concern this incident may have caused you, and trust that we have reconciled this matter to your satisfaction. If you have any additional questions, please do not hesitate to contact me.Sincerely,J[redacted] SVP-Chief Lending Officer

Pacific Marine Credit Union has been in contact with the member and we are researching his concerns and working to reach an amicable resolve.

Revdex.com:
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,
[redacted]

November 13, 2015Mr. [redacted], CA [redacted]RE: Revdex.com Complaint  - ID #[redacted]ACCT. #: XXXX[redacted]      Mr. [redacted],In response to your complaint to the Revdex.com (referenced above), as the Director of Audit and Compliance, it is...

incumbent upon me to research your concerns, desired settlement and respond accordingly.Per our telephone conversation this morning, my research has revealed that Pacific Marine Credit Union (PMCU) missed an opportunity to better serve you in handling this matter, and for this I wish to extend a sincere apologize on behalf of the credit union.  As to your request to settle this matter, PMCU wishes to offer the terms and conditions noted below, which you have tentatively agreed to, pending my discussion with your wife [redacted] for the purpose of reaching an amicable payment arrangement.  PMCU offers to do the following:? Pull back the debt from SNC (our third-party collection agency) immediately? Reverse any fees that were added to the original debt? Negotiate a mutually agreed upon payment arrangement for the balance due? Once the amount due is paid in full, report it as such to the credit bureausThe total amount of the debt is currently $131.11.  PMCU agrees to reverse the $3.25 fee, leaving a principle balance due of $127.86.  I have left a voice message for [redacted] to negotiate the payment arrangements.  Please insure she calls or emails me at her earliest convenience, so that we can settle this in a timely manner.  Do not hesitate to contact me directly, if I may be of further service or support.Respectfully,[redacted] C. [redacted], CUCE/CRBADirector Audit and Compliance760-[redacted], Ext. [redacted]@pmcu.comcc: [redacted], President/CEO     [redacted], Chief Lending Officer     [redacted], Collections Manager     [redacted], Interim Chairman - Supervisory Committee

Good Evening:
I have reviewed the response from Pacific Marine Credit Union (PMCU) and I find the solution to be more than reasonable. I happily accept the offer. Thank you for resolving the issue with dedication and precision. I believe USAA Bank is the reason for this hardship and I will be speaking with their manager.
Best wishes,
[redacted]

Please be advised, PMCU is researching this complaint and preparing a response. Regards,[redacted] C. [redacted], CRBA/CUCEPacific Marine Credit UnionDirector Audit & Compliances[redacted]@pmcu.com760-631-8700 Ext. [redacted]

Revdex.com:
I have reviewed the response 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 totally miss the point that the account should have been closed.
Regards,
[redacted]

May 5, 2015   [redacted] Road [redacted], CA [redacted]   RE: Revdex.com Letter of Complaint ID #: [redacted] Acct.#:  XXX[redacted]     Dear Ms. [redacted],   As Director of Audit and Compliance and Liaison to the Pacific Marine Credit Union (PMCU)...

Supervisory Committee, it is incumbent upon me to conduct an independent investigation and respond to the concerns noted in your written Consumer Complaint to the Revdex.com (Revdex.com) received by them on April 28, 2015.   The scope of my investigation included, but was not limited to reviewing PMCU’s applicable policies, procedures, disclosures, your account history, and interviewing staff.  The results of my investigation revealed that PMCU commenced to charge a monthly $5 Lost Contact Account Fee going back to September 2013, when the credit union became aware that your address on file was not current.  As a matter of procedure, statements and other mailings from the credit union are blocked pending notification from the member as to their current address.  In accordance with the excerpt below from PMCU’s Terms and Conditions Disclosure, you are responsible for keeping the credit union informed of your current address at all times, or otherwise be charged a fee.   …..“You must also keep us informed of your current address at all times to avoid suspension or termination of services. Failure to do so may result in a Lost Contact Fee (or portion therein if your account is below the fee)…… See Schedule of Fees & Charges.”   When you ceased to receive your monthly statements and other mailings from the credit union, it should have prompted you to contact the credit union and make inquiries.  Or, if you received your statements electronically thereafter through online banking and reviewed them, you would have seen the monthly $5 fee with the caption “Lost Contact Account Fee,” and made inquiries.  However, it wasn’t until you paid off your loan that you questioned the monthly fee.  As a courtesy, PMCU refunded you $20 (which represents the total fees that were assessed in 2015), but rightfully declined to go back to September 2013 and refund you the remainder of the fees.  Contrary to your comment referenced in your Revdex.com complaint under Desired Settlement, PMCU did in fact have a valid reason to charge the monthly fee.  Thus your request to have the entire amount refunded is respectfully declined.   Please do not hesitate to contact me, should you have any questions related to this matter, of if I may be of further service our support.   Regards,   [redacted]. [redacted], CUCE Director Audit and Compliance [redacted]@[redacted].com [redacted], Ext. [redacted]   cc: Supervisory Committee