George's Auto Service

[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]

September 15, 2015 Ms. [redacted] RE: Revdex.com Complaint # [redacted] Dear [redacted]: I received your customer concern from the Revdex.com and will attempt to address your concerns about the Collateral Protection Insurance program at...

Landmark Credit Union.  There are really three main options to track insurance for collateralized loans such as vehicles, snowmobiles and other recreational vehicles.  The options are:                 1.  Track insurance internally within Credit Union ·         Landmark services approximately 75,000 collateralized type loans as mentioned above and the process of tracking insurance is extremely labor intensive and requires expensive software 2.  Purchase a blanket insurance policy to cover all loans ·         Cost is in the millions of dollars 3.  Contract with a third party provider who has experience dealing with hundreds of other financials and have the processes and software in place that provides greater efficiencies and cost savings to the financial and those cost savings can be passed on to members in the form of lower loan rates.  This is the option Landmark has chosen in order to pass the savings onto its members. There are a number of reasons why the third party provider may send a notice and/or add Collateral Protection Insurance, even if you, the member, have the proper insurance in place as required by your contract.  Some of the reasons include not having Landmark Credit Union listed as the lien holder on the policy, not carrying both comprehensive and collision coverage, deductibles that exceed Landmark’s limits, a lapse or change in coverage and the insurance agency not sending the policy in a timely manner, or finally, the company that tracks the insurance either did not receive the policy, was unable to match the collateral with a member number and possibly not entering the policy information correctly. The notices are sent if any of the above happens beginning with a first notice at 30 days, a second notice 14 days later, a third notice 14 days after the second notice and insurance is force placed 28 days after the 3rd notice.  The third party insurance tracking company provides a toll free number that can be called to provide insurance information and they will even contact your insurance agent if a copy of the policy is needed.   Please find below a timeline of the events occurring with your Collateral Protection Insurance: ·         5-13-15 and 5-27-15 – [redacted] sent notices that Landmark needed proof of insurance from the loan origination (4-2-15) ·         7-9-15 – a CPI premium $4928.00 was force placed (one-year policy period 4-2-15 thru 4-2-16) ·         8-10-15 – [redacted] (from our Collection Department) talked to you about the loan being past due and CPI; you indicated your agent sent proof of insurance to Landmark in Texas.  [redacted] informed you that was the wrong Landmark and asked for your insurance info so he could get it cleared up with [redacted]. ·         8-15-15 – You called back with insurance information; first policy through American Family Insurance ended 7-16-15; new policy with Met Life starting 7-16-15 ·         8-17-15 – [redacted] received the policies, but the American Family Insurance policy had an effective date of 5-5-15;  [redacted] processed a partial refund $4041.00 ·         8-18-15 – [redacted] called you back to advise of the lapse period 4-2-15 thru 5-5-15, and that you should contact American Family ·         8-18-15 – You called back- American Family was able to resolve the issue ·         9-1-15 – the partial refund of $4041.00 posted (remaining lapse period 4-2-15 thru 5-5-15) ·         9-4-15 – [redacted] was able to confirm an older policy with American Family covering the lapse ·         9-15-15 – a refund for the remaining $887 was posted   You have been fully refunded for the Collateral Protection Insurance that was added on and your next payment will now be due on 10/17/15.  Your credit has not been affected and all payments will appear on the credit bureau as being paid on time.  Please contact me at ###-###-#### with any questions. Sincerely,   [redacted] Encl. Cc:          [redacted]                 Revdex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not address my complaint.  For your reference, I did have the recurring ACH deposits for the time frame required for the bonus. Unfortunately because of the incompetence of the person who opened my account, such time frames may have been skewed to more than four months. I had recurring ACH deposits for the qualification period of the bonus, the first two months of review time and each transaction was over the minimum $250 amount. I am very disappointed that a bank that claims that "you are worth more here" likes to breach their terms of their contract, making a fraudulent claim while offering shoddy and unscrupulous customer service, because they are too cheap to do so compared to other banks, and are desperate for funds to improve their tier one capital ratio. This is treatment that no one deserves and that calls a full civil investigation if the case is not resolved properly. I am tired of the excuses, terrible service and pretentiousness of a firm not suited to handle more than $100 million in assets. Therefore, I firmly and respectfully ask that you credit my account IMMEDIATELY, or I will continue to take further sanctions to enforce the breach of contract. Regards, [redacted]

Dear [redacted], This is a response to the complaint ID [redacted] submitted by [redacted] C [redacted] on July 10, 2017. Review of our records indicates that [redacted] is not currently a borrower on any loan at Landmark Credit Union. As a result, Landmark is unable to provide details regarding any...

specific vehicle loan. However, in general, full comprehensive and collision insurance coverage on a vehicle used as collateral for a loan is required from the date of purchase until it is paid in full. This requirement can be found in the Motor Vehicle Consumer Simple Interest Installment Contract, as well as the Supplemental Credit Contract Provision, signed at the vehicle loan closing and provided to the borrowers.   Thank you,

Resolution I would like. I would like a member of management to contact me.

Dear [redacted], This is Landmark’s second response to complaint ID #[redacted] submitted by [redacted]. Ms. [redacted], We are sincerely sorry to hear that your experience with a Landmark associate(s) has not been a positive one. Our associates always strive to provide the best service and are always willing to help our members, and I apologize if you feel we did not live up to those standards. We take your concerns seriously; please specify what rights under Regulation E you are referencing so we are able to review your situation in that context. Please feel free to contact me at [redacted] if you have any additional questions. Kind regards, [redacted] Legal Analyst Landmark Credit Union [redacted]@landmarkcu.com

To date my credit is still affected by the error from landmark .I cannot apply for any credit and have been denied credit . This basically has had a negative impact on my life awaiting for the bureaus to be updated. The legal analyst indicates in July I was notified of this but does not list or give specificied dates.Because I was never contacted. I am asking as cortesy tome that my loan due be waived.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Landmark listed three companies that attempted to withdraw from this account. Landmark allowed about $700 dollars of overdraft charges on an account that was not being used. What is the average amount of withdraws attempts does one get? Also, the representative that I spoke with was not interested in negations or ways to resolve issue. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

October 16, 2015 [redacted] RE: Revdex.com Complaint # [redacted] Dear [redacted]: I received your customer complaint from the Revdex.com and will attempt to address your concerns regarding transaction posting, mobile banking and online...

information.  In response to your issues and examples: Issue #1-Mobile App-check deposited at 6:00 am but not notified until 1:00 pm and app does not detect images well On 10-8-2015 a mobile deposit check was rejected because the front and/or back of the image was not legible enough to submit for payment to the Federal Reserve. The review of this item took place at 9:50 am and an email notice was generated and sent to Ms. [redacted] at [redacted] .  This is the only rejected mobile deposit item we have on record.  Two other items were successfully deposited on 4-7-15 and 8-10-15.  Black and white photos are used in Mobile Deposit because color photos cannot be submitted per check 21 standards.   The user agreement for mobile deposit states that we reserve the right, at our sole and absolute discretion, to reject any image for remote deposit into your account. We will notify you of rejected images.  Funds from deposits made through Mobile Deposit generally will be available for withdrawal by the second business day after the day of deposit.  Landmark began offering its Mobile App and Remote Deposit capture in 2014.  Since the inception, Landmark averages approximately 7,000 checks that are captured through Remote Deposit each month.  Less than 10% of checks are not accepted for various reasons, including but not limited to the check and critical features of the check being illegible. The first five check deposits are manually reviewed by a Landmark associate along with any check over $1,000.  Since your check deposit for $1,150 matched both of these criteria, the check was manually reviewed and rejected due to being illegible. If the check is illegible, the associate has no choice but to reject the check image and notify the member. Issue #2-Phone call to Landmark –instructed to balance checkbook/Pending Transactions not showing on online banking. I certainly understand technology today offers the ability and convenience to do banking through various channels such as online banking, mobile apps and call centers.  You mentioned that when you call, you are instructed to balance your checkbook.  Landmark always advises members to track their accounts and balances to ensure they are correct and up-to-date including any pending transactions that haven’t cleared their accounts.  With that said, we understand that our online banking does not currently show pending debit transactions.  We are pleased to announce that an update to our online banking application will soon provide pending transactions when a member logs in on line and should be available prior within the next few weeks.  Currently, if you need to know if any transactions are pending, you can contact our Member Service Center at ###-###-#### and ask a Member Service Representative or hit option #1 to access your accounts using your member # and access code.   Issue # 3-Assessed $30 NSF fee for transactions that clear the same day a deposit is made Landmark will assess a $30 NSF if funds are not available when a transaction is posted and money is not in the account at the time the transaction attempts to post.  While some financial institutions may allow a deposit made anytime the same day, Landmark indicates in its disclosures, at the time an account is opened, that funds must be on deposit when the transaction is posted.   Transactions post at different times throughout the day depending on what type of transaction was conducted.  ATM withdrawals and PIN POS transactions may post immediately, while a check or debit card transactions may not clear until 2-3 days or more after the transaction was conducted or check written.  It appears that you are attempting to make deposits into your account after debit transactions have been authorized but not yet posted to your account. Legally, any authorized check, ACH payment or debit card pur[redacted] requires that funds need to be available in the account at the time the transaction is authorized.   Courtesy Pay is a service that allows Landmark Credit Union to cover a transaction on our member’s checking account, even if it causes the account to become overdrawn. The convenience fee for Courtesy Pay on the checking account is $30 per transaction.  Members have the option to opt out of this service and transactions that would have been paid under Courtney Pay may be returned unpaid and subject to a return item fee.   ACH payments authorized with third parties are not accounted for in the checking account available balance until the transaction clears the account which can take up to 3 business days. If you would like to discuss your account, I would recommend stopping in at a branch near you and a Landmark associate will be happy to assist you. Please contact me at ###-###-#### with any questions. Sincerely,   [redacted]. Cc:          [redacted]                 Revdex.com

I reviewed the letter sent to us by the Revdex.com.  The phone number to reach the individual at was incorrect.  Once I located a correct number I called to find out more information regarding the account and the situation.  I started identifying myself and the call was...

disconnected.  Upon calling back the call went straight to voice mail.  I would be more than happy to review the situation and reverse any fees if warranted but I need cooperation from the individual regarding the account.

June 1, 2017   Dear [redacted], This is a response to the rejection received on June 1, 2017 for complaint ID [redacted] submitted by [redacted] H [redacted]. Following an additional review of Mr. [redacted]’s claims and account history, Landmark’s position outlined in the original response to complaint ID [redacted] remains unchanged. A bonus of $100 was not issued to Mr. [redacted] because he never, for the duration of the account being open, met the requirements for receiving the bonus. Specifically, Mr. [redacted] did not set up a “recurring direct deposit” as was required by the terms of the promotion. It appears that Mr. [redacted] initiated three separate transfers from his TD Ameritrade account into his Landmark account. However, these transfers were initiated separately and not as “recurring ACH deposits”. Landmark believes the issue has been resolved and no further action is needed on its part. Thank you,   [redacted] Legal Analyst Landmark Credit Union [redacted]@landmarkcu.com Tel: ###-###-####

December 15, 2015 [redacted] RE: Revdex.com Complaint # [redacted] Dear [redacted]: I received your customer complaint from the Revdex.com and will attempt to address your concerns regarding your issues with setting up an outside bank account to make...

a loan payment and the $10 fee assessed for payments made by phone. I had [redacted]’s e-channel, research the issues with establishing an external transfer from UW Credit Union.  Here is what [redacted] found the following: On 10/2/2015, member enrolled for External Transfer in Online Banking. She received two emails with instructions on completing the setup of her email, [redacted], which was completed.  She attempted to setup her account at UWCU Checking #[redacted]but I see the current status of this account is deleted. On 10/25/2015 she attempted to set-up External Transfer for UWCU Checking #[redacted]  The security step of sending two trail deposits to the UWCU for verification was not completed.  Reminder emails were sent to her on 10/25/2015 and 10/28/2015. The current status is requires approval.  To complete this process, she would need to request new trail deposits to be sent to her UWCU account. Inside the External Transfer portal she should click on Settings in the top right corner then select accounts. Locate the UWCU account from the list of My Other Accounts and select the blue arrow icon on the left side to reveal the account detail. Select to have the trial deposits resent (allow 3 business days).  She should enter the two small deposit amounts in the field found in the account detail screen (Settings>Accounts>My Other Accounts> blue arrow left side). The member could also use our new loan payment product.  This can found under the Move Money tab in Online Banking.  This option does not require the trail deposit security step described in the external transfer option. Also, this option is only a one step process because it will post directly to the Landmark loan. I refunded two of your $10 fees assessed for a total of $20 to your savings account.  This should cover the timeframe when you attempted to set up the External Transfer. Please follow the instructions above to complete your External Transfer.  If you need help, please contact our e-channel at ###-###-####. Sincerely,   [redacted] Encl. [redacted]          [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. It appears there was a typo in Landmark's message...should read, there was "not" enough time to reply.  Nonetheless, their actions have corrected that issue on late postage and the defective computer. Thank you very much for your help, Revdex.com!
Regards,
[redacted]

August 23, 2016 Dear [redacted], This is a response to the complaint ID [redacted] submitted by [redacted] [redacted] on 08/23/2016. Ms. [redacted] applied for and was approved for a vehicle loan at Landmark Credit Union on September 9, 2015. Landmark Credit Union requires full comprehensive and...

collision insurance coverage as indicated in its loan documents executed by Ms. [redacted]. Ms. [redacted] failed to maintain the requisite insurance coverage on her vehicle between September 09, 2015 and April 28, 2016 which resulted in an insurance policy being purchased for her and the premium amount added to her loan balance.  Upon receiving proof that Ms. [redacted] obtained the requisite insurance coverage, the premium was refunded to Ms. [redacted] on a pro-rata basis. In detail, Landmark Credit Union has contracted with Allied Solutions to complete verification of insurance coverage on its vehicle loans. Allied Solutions sent three notices (1st Notice on October 28, 2015, 2nd Notice on November 11, 2015 and 3rd Notice on November 25, 2015) to Ms. [redacted] requesting that she provide proof of insurance. Ms. [redacted] failed to respond to these notices or provide proof that she had obtained and was maintaining full comprehensive and collision insurance coverage on her vehicle. On December 22, 2015, Allied Solutions purchased insurance for Ms. [redacted]’s vehicle loan and the insurance premium in the amount of $636 was added to the loan balance at Landmark Credit Union. On February 11, Ms. [redacted] contacted Allied Solutions and provided proof that she had purchased liability insurance from Allstate Insurance. On April 21, Allied Solutions received a new Allstate Insurance Policy showing that Ms. [redacted] purchased Comprehensive and Collison coverage with an effective date of 04/28/2016. On April 26, 2016 Ms. [redacted] received $134 as a partial refund of the insurance premium in the form of a loan balance reduction. Based on this information, Landmark believes that the issue has been resolved and no further action is needed on its part. Please do not hesitate to contact me should you require any further information in this matter. Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not agree because I was already paid Allstate for liability so therefore I should not have to pay Landmark for full insurance. If anything, I should only have had to pay them for collision only and for only 6 months of coverage. That does not average out to $502 dollars. Again, this is not fair to me and it was a waste of my money. So far, I have paid Landmark a total of $3,340.22 so my balance should not still be over a thousand dollars considering the fact that my original loan was only for $3,660.50. I have not had the loan a whole year so interest should be minimal.
Regards,
[redacted]

Dear [redacted], This response is in regards to the complaint submitted on 04/05/2016 with complaint ID 11310235 regarding [redacted]. Per Landmark Credit Union and Allied Solutions procedure, three notices were sent via USPS following the loan origination date of 04/24/2015 requesting...

documentation proving insurance was obtained on the 2015 BMW S1000RR. Additionally, following the third notice, a phone call is attempted; Allied Solutions received no response. Force-placed Insurance was then placed on the motorcycle loan on 07/09/2015 in the amount of $1,891. Prior to the motorcycle loan payoff, a refund of the force-placed insurance was issued in the amount of $1,891 on 04/14/2016. Final payment made to the loan was conducted on 04/27/2016. Do not hesitate to contact me regarding further information in this [redacted]. Thank you, [redacted] Legal Analyst Landmark Credit Union [redacted]@landmarkcu.com Tel: ###-###-####

[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 yes they did refund the...

money yesterday, but I would like it to be noted that [redacted], Branch Manager at the Germantown Branch,  did tell me that he was going to waive the fee and then called me an hour later stating that he didn't have the authority to do it and someone in billing and collections would have to do it. This was not credited in good faith this was a credit that was promised to me. I had to go back into the branch yesterday because I found out they had cut my debit card off too and no one ever told me that. Landmark credit union could use some classes in customer service. So I am only accepting this on the fact that they did reverse the fee for me. But I will be closing my accounts with them due to their customer service and how they treated me. Regards,
[redacted]

I have received the response stating that they have not had a return phone call.  After initial contact with the cardholder I have called on numerous occasions and left messages for the cardholder to call me back.  I can be reached at the number I left on the messages and would be glad to help them get this resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Per my rights in Regulation E, I believe there is more we could have done. If I can't get the resolution I want, I want to make it clear to all consumers to not allow themselves to be taken advantage of. They were rude to me, unhelpful and unwilling to go into the legalities of my rights to fight this.I will be issuing a review. And still removing all my accounts from Landmark. Even if they couldn't help me, they could have been nice. There are a million other banks that will be nice to people, it seems credit unions are too comfortable with being rude. I still feel my rights are being violated, and someone needs to look into it.
Regards,
[redacted]

August 18, 2017 Dear [redacted], This is a response to the complaint ID [redacted] submitted by [redacted] on 08/17/2017. Review of Ms. [redacted]’s account indicates she requested Landmark’s Courtesy Pay service and relied heavily on this service since account opening. Activating Courtesy Pay...

allows Landmark to pay a check or electronic withdrawal from your account even if it causes the account to become overdrawn; overdraft fees apply and your account cannot be overdrawn more than $560 including the overdraft fees. Checking account disclosures regarding Courtesy Pay are provided at account opening. On July 7, 2017, Ms. [redacted] utilized Courtesy Pay, bringing her account balance to a negative $256.76. On July 12, courtesy pay was again utilized for an ATM withdrawal, bringing the account balance to a negative $522.76. Ms. [redacted] received her monthly electronic deposits on August 1 which brought her account to a positive balance. However, on the same day, Ms. [redacted] withdrew cash at two ATMs as well as a share draft cleared, bringing her account balance to a negative $168.49. Ms. [redacted] did not maintain a positive checking account balance for at least 24 hours, as indicated in the checking account disclosures, so Courtesy Pay was revoked on August 9, 2017. In reference to Ms. [redacted]’s desired outcome, Landmark allows members 45 days to bring the account positive before the account is closed due to an outstanding overdraft. However, Ms. [redacted] cannot request courtesy pay to be reinstated until she maintains a positive account balance for a minimum of 6 months. Thank you,   [redacted] Legal Analyst Landmark Credit Union [redacted]