GEICO Federal Credit Union

Dear Sir Or Madam:We have received and investigated the complaint from our member, *** ***, concerning his GEICO Federal Credit Union (GFCU) accountMultiple staff members have discussed with *** *** his assertions that he was charged an overdraft protection fee before the posting of the
actual transactionUnfortunately, we were not able to provide an explanation that he was Willing to accept, nor were we able to persuade him to change his behavior to reduce the likelihood that he would incur overdraft protection fees.Our investigation into *** ***'s complaint included the following facts: o *** *** opened his account with GFCU in February of o In June of it was noted that *** *** had multiple non-sufficient fund (NSF) notices and often had negative balanceso On June 27, his checking account was closed due to the NSF history and a negative balanceo After GFCU sent multiple collection letters to him, *** *** brought his checking account current and his checking account privileges were restoredo In August of GFCU launched its Overdraft Protection (ODP) program with the assistance of JMFA.o On August 25, *** *** opted in to the extended coverage option for ODP which added overdraft coverage for ATM and Debit card transactions.o Beginning on August 31, we started to receive complaints from *** *** regarding the ODP fees that he was accruingo Between August 31, and December 31, we documented telephone complaints from *** *** about his ODP fees and how the fees were calculatedIt was noted that with each call *** *** was unwilling to accept the explanation provided for the charging of the ODP fee, was verbally abusive to the staff, demanded that the call be escalated and was only Willing to accept a refund of all of the ODP fees that had accruedTo accommodate *** *** he was refunded ODP fees totaling $during the first four months of the ODP program.o On December 20, *** *** complained to his GEICO Human Resources Department regarding the ODP fees and the methodology for incurring the fee*** *** was informed by our Risk Manager and his GEICO Human Resources contact that if he is unhappy with the fees accruing to his account that this program may not be the best fit for himHis options included opting out of the ODP program or closing his account with the Credit uniono In January and February of there was a drastic reduction in the number of ODP fees incurred, so no further action was required by the credit union.O In March of 2017, the complaints from *** *** began againIn response our Risk Manager and the VP of Branch Operations contacted him on March 13, to discuss the ODP fees and his options*** *** was not was not willing to discuss his options, was Very rude to the staff and stated "that we are wasting his time"They suggested that ODP may not be a suitable product for his needs and that we may remove him from the program because of the misuse of the ODP coverage*** *** stated that he did not want us to remove him from the program and stated that he will report us to the Revdex.com if we did.o On March 20th *** *** was sent a letter informing him that effective April 3, 2017, he Would be suspended from the ODP program.Since *** *** was suspended from the ODP program he has maintained a positive account balance and had very few NSF feesWe are confident that this decision to suspend *** ***'s ODP access was the best option for our member.Sincerely,James *L** **