Garden Savings Federal Credit Union

[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 [redacted] , and find that this resolution is satisfactory to me They remedied the problem and I am satisfied, although I do wish they had called me back to tell me rather then to find out through a letter from the Revdex.com.I'm happy that the Revdex.com exists thank you for your help in this matter [redacted]

Good morning. I'm sorry for the delayed reply. Had not seen this original for some reason. I have read and reviewed the complaint submitted and spoke with the appropriate personnel in the respective departments that handled this. According to our representative after the
original mailing of the USPS document dated 5/11, Ms*** said she would check with her local post office and advise. Apparently there was no additional contact from Ms*** stating that she did not receive the documents so our representative assumed it was handled. She heard back from Ms*** on 6/asking if the package was sent back to us and it was not and this was conveyed to her. The post office is saying there is no current tracking available on the package which admittedly does not make sense so we will research this further on our end at this point. Our agents have tried unsuccessfully to reach the Paterson post office on numerous occasions. On 7/Ms*** spoke with our agent again and the USPS no longer had tracking data on the document. The member was to reach back out on Friday, 7/but had not done so. Therefore 7/was the last contact.From Garden Savings end we will again attempt to contact the post office and see what happened here and see if the package has come back to them or was delivered erroneously. As it is our goal to help all of our members, we will continue to work to make this situation right for Ms***. Thank you. (Also the direct number for supervisor *** *** is ###-###-####)

Good morning,We have reviewed the customer/member's complaint. While we sympathize with the member's concern, the fact is that the inactivity was in fact disclosed to all members several years ago, well in advance of it being implemented. This was sent out in both our newsletter and on
our statement messages days in advance of it being charged. Unfortunately, members who are inactive often times neglect to review their monthly statement and other communications that the credit union sends out and thus miss these messages. Most individuals did see the message and contacted us on how to reactivate the account and were provided with instructions on how to do so. This fee is also disclosed on our web site. Therefore we feel as though refunding of the months worth of inactivity fees was a significant gesture of good faith on our part and avoiding the fee going forward is accomplished a number of different ways (simple ATM activity, direct deposit, in-person transactions, etc.).We are sorry that this fee caused the member to become unhappy with us but we hope that they will reactivate their account in the future and allow us to again show why Garden Savings is in fact a better place to bank.Sincerely,Michael PowersChief Sales OfficerGarden Savings Federal Credit Union

We have been in contact with this member of our credit union and are working to resolve her issues to the best of our ability. The paperwork in question, like many documents that came over in the merger, has been scanned over to our on-line scanning system and is present. It can be
printed on demand upon the member's request should she need any documents from the file. The files were not lost but rather, there was time involved in transitioning them over before they were scanned. There are no files that we are aware of that are missing. I requested the down-time statistics from our on-line banking provider and we are up 98.2% of the time so unfortunately it seems as though this member has simply had some bad luck in the timing of her lattempts. Beyond these specific items, we are working to attempt to figure out what the issues were with the transfer attempt. We believe we resolved the issue and satisfied the request but will verify with the member. Finally we are sorry that the member's experience, for whatever reason, has been less than stellar. As we value the opinions and feedback of all of our members, we will continue to work to improve whenever and wherever possible. The credit union prides itself on being a better place to bank and will continue to work to prove so to all of our members.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 [redacted], and find that this resolution is satisfactory to me.
They remedied the problem and I am satisfied, although I do wish they had called me back to tell me rather then to find out through a letter from the Revdex.com.I'm happy that the Revdex.com exists thank you for your help in this matter.
[redacted]
[redacted]

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

Review: Iv had insurance on my vehicles for the past ten years with no lapse in coverage. This bank did not have proof of insurance on my car for some reason. I only found out when I went to trade my car in and noticed my payoff was about 4000.00 higher than what it should be. After calling the bank they informed me that they added a 3551.00 charge to my auto loan. After going back and forth with the loan officer, she gave me an 800 number to call to verify iv had coverage the whole time.. So I did and after ten minutes they said I would be all set and it will get refunded to my account somewhere between 1 to 4 weeks. The next week I check my credit report and they are reporting that I pay them 300 more a mont than I should.. When I called and asked, they once again said it was because of the ridiculous fee that should have never been charged in the first place.. She once again told me it would take about 3 weeks to clear.. If I called and the bank confirmed I had coverage the whole time, why should I have to be held responsible to pay almost double what I should for a fee that shouldnnot be there? And how is my problem they take three weeks to clear it out? I then told the loan officer I will not be paying the rediculous 700 dollar car payment and I will just pay my normal note, she tells me that b it could possibly affect my credit score.. How b is this even fair? Not to mention, they have been reporting for about a year that ive made a late payment to my account on november and december of 2013 which have never been late. I have bank statements to prove it. When I mentioned this issue, their reasoning was because I made a payment .20 cents short on accident. And when I tried payin it over the phone considering they are over 200 miles away, they tried charfing me a 12.00 fee. Again this is completely unfair. So they reported a late payment in november and december but not any month after that? It makes no sense iv had auto loans for the ten years and never made a late payDesired Settlement: I want my credit report to show every month paid as agreed condidering they falsely reported and affected my credit score for the past year which cost me more money in interest rates. I also want the fee of 3551.00 to be taken back and removed from my loan and my payments to go back to the normal amount or I will refuse to . pay them anymore money.. This is unfair business practices

Business

Response:

I have read and reviewed the issue posed by Mr. [redacted]. Mr. [redacted] states that "for some reason" we did not have proof of his insurance. This was because the proof of insurance he had was not provided to us as is stipulated in the loan agreement. As is the case with many if not all financial institution, we have a Collateral Protection Program (CPI) in place. CPI is not placed on the loan without notice. Mr. [redacted] was sent three separate notices by the company that enforces our CPI, [redacted] Solutions (a well respected vendor in the industry). Those notices were not replied to. Either Mr. [redacted] missed them or ignored them but the fact they were not sent back as returned mail tells us they did in fact reach his current address (as this is the address on our system and hence what [redacted] would have been using.) We do not believe the CPI was placed in error because we did not have proof of insurance up until Mr. [redacted] noticed the discrepancy upon trade-in. We did confirm he had coverage in the areas that were necessary but we still had no proof of this during the time it was assessed.

As for the other issue regarding the 20 cent delinquency on a payment causing a credit blemish to be reported, again, as these systems are automated at most institutions including ours, any delinquency shows as a delinquency. The $12 fee he mentioned to pay on the phone is simply a pass-through cost to members. We do not profit on such a fee; it is our cost for the third party who processes this for us.

Internally our action steps will be as follows as a gesture of good faith: 1) See if we can expedite the refund of the CPI premium and if not and if this is holding Mr. [redacted] up on his trade-in we can see if we can provide a provisional credit to the account (we will research this further); 2) The credit blemish is a little trickier as even though it was only 20 cents, he was delinquent. However we will investigate this further and see if in fact we can mitigate the credit report blemishes.

Please let me know if there is anything else I can provide you with at this 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 in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I appreciate it if this does get expedited..Problem is I would have never had this issue resolved if I never sent in this complaint. I called twice about this issue and all I received from employees was an "oh well" type of attitude. I don't understand how I receive all your letters to o open new checking accounts but not one letter about this CPI and fee you were going to add? And wether you added it or not is besides the point. The point of this complaint is after the confirmation you guys are still trying to charge me almost double my car payment until it clears. And as far as the " delinquent" payment goes, I accidentally put .20 cents short.. When I called and try to resolve, you guys had no decent response for me. You have no policy in place which in fact helps out consumers out of state. You have no problem taking their business, but can care less after the fact.. I could have paid extra on my next payment if need be.. I live over 200 miles away and paying 12.00 for a.20 blunder is rediculous regardless of its automatically generated or not. Again, when I called numerous times about this issue I received the " oh well" attitude. Iv had auto loans outt with a few different banks and credit unions in the past ten years and this one is by far the worst iv ever dealt with.

Review: My car was totaled and my insursnce company has paid what my car was worth to GSFCU and they are saying that I have an outstanding balance of 3,000 due to me not having gap insurance. Gap insurance was never mentioned nor explained to me. I have been leaving several messages since the acciddent to try and see how we can resolve this problem but noone has returzned my call. Also,I was trying to see if we can possibly work out payment options. I think its very unprofessional of them not to return my calls. One time when I did get to speak to someone in the bank itselfthe person just transfered me to collections and they never answered nor return my call.I really don't know what to do nor how to solve this problem. I also tried to re-apply for a personal loan to help pay off the outstanding balanceand I explained to them what I needed it for and they never answered me back.Desired Settlement: I would like for them to just closed the account due to the amount of stress and hardache they caused me. Also, due to their unprofessionalism.

Business

Response:

The GAP Insurance would have been offered from a third party as this was an indirect loan from a referral engine. Since their sales agents at that company are incentive and commission based they usually very aggressively sell GAP so it's hard to imagine they did not but it is possible. The credit union would not have been the company offering GAP in this particular case as it would violate our contract with the referrer.As far as the failure to call the person back through from Garden Savings, we will address this promptly. I will be reaching out to the customer personally within the next few moments to work with her on financing the amount of the loan that was not covered by insurance. We apologize for the communication breakdown and will do what we can to satisfy the customer and work out financing with her to pay back the deficient amount.Sincerely,[redacted]Chief Sales OfficerVice President Lending, Marketing, Business DevelopmentGarden Savings FCU

Review: Inaccurate and inconsistent information on my credit report. Garden Savings Federal C.U. is currently reporting account number [redacted] on my credit reports with inaccurate, inconsistent and incorrect information which is a violation of the

Fair Credit Reporting Act (FCRA), Section 623, Responsibilities of Furnishers of Information. On Experian, they are reporting 60 days past due as of Apr 2011 to Jun 2011, Dec 2010 and 30 days past due as of Jul 2011 to Jan 2012, Mar 2011, Nov 2010, Feb 2010, Nov 2009. I am not sure I was late this many times. I even disputed this information with the credit bureaus and they failed to mark the account as in dispute which is a violation of the Fair Credit Reporting ActDesired Settlement: I would like for this account to be removed from all three of my credit reports and to be provided with a letter on your company letter head that show s this account w ill be deleted and purged from your records.

Business

Response:

We have reviewed [redacted]'s payment history and we believe his statements to be inaccurate. Upon review of his payment history with us, we do not believe that any of [redacted]'s delinquent payments were reported erroneously. [redacted] is certainly welcome and encouraged to contact our Loan Department to discuss the payment history in specific detail. We believe that upon this discussion he will see that the delinquent days reported are in line with when the actual payments were received. We will send out a copy of the payment history to [redacted]'s address should he wish to dispute it further. We do not believe anything we have found warrants removing this from the credit bureau submission.Thank you[redacted]Chief Sales OfficerGarden Savings Federal Credit Union

Review: Issue #1 This credit union through the transition has lost all of my paperwork with signed documents as well as social securities attached, name changes, my children's information etc... They say there are 2 people that service this area since the transition is it now 3 years ago? and still my paperwork has yet to be found.

Issue #2 Since I've been with my husband 2007 my accounts have always been able to transfer between accounts. The system was once again down... is only available maybe 74% of the time and is very unreliable so I called in to transfer yet again the money between my husband and my account. As soon as the money hits my husbands account it automatically goes to mine through transferring the funds between accounts. I've deposited a check and have check now to see if the check has cleared through online banking and it has. When I went to transfer the money to my account I am now unable to. Now I have to wait till Monday and its the last weekend till Christmas.

I've been with this company for 24 years. All of a sudden they [redacted] Federal Credit union merges with Garden Savings federal union and everything is a mess there. Nothing is consistent and there are so many errors and mistakes on their part its unbelievable!

I'm fed up after tonight on a Friday night tying my hands monetarily without even the courtesy of a phone call to tell me of such an adjustment being made to my account. And it's probably because they can't find paperwork that was filled out in 2007!!!!

Horrible business practices. Horrible.Desired Settlement: I've been with this company for 24 years. All of a sudden they [redacted] Federal Credit union merges with Garden Savings federal union and everything is a mess there. Nothing is consistent and there are so many errors and mistakes on their part.

I'm fed up after tonight on a Friday night tying my hands monetarily without even the curtsey of a phone call to tell me of such an adjustment being made to my account. And it's probably because they can't find paperwork that was filled out in 2007!!!!

Business

Response:

We have been in contact with this member of our credit union and are working to resolve her issues to the best of our ability. The paperwork in question, like many documents that came over in the merger, has been scanned over to our on-line scanning system and is present. It can be printed on demand upon the member's request should she need any documents from the file. The files were not lost but rather, there was time involved in transitioning them over before they were scanned. There are no files that we are aware of that are missing. I requested the down-time statistics from our on-line banking provider and we are up 98.2% of the time so unfortunately it seems as though this member has simply had some bad luck in the timing of her log-in attempts. Beyond these specific items, we are working to attempt to figure out what the issues were with the transfer attempt. We believe we resolved the issue and satisfied the request but will verify with the member. Finally we are sorry that the member's experience, for whatever reason, has been less than stellar. As we value the opinions and feedback of all of our members, we will continue to work to improve whenever and wherever possible. The credit union prides itself on being a better place to bank and will continue to work to prove so to all of our members.Thank you[redacted]

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 in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

They remedied the problem and I am satisfied, although I do wish they had called me back to tell me rather then to find out through a letter from the Revdex.com.I'm happy that the Revdex.com exists thank you for your help in this matter.