Global Credit Union

Complaint: [redacted] I am rejecting this response because: It is consistent with every other response I've received from GlobalIt is always a breakdown of communication person X doesn't know so you have to talk with person Y; person Y doesn't have the authorization to do anything which results in "sorry for the inconvenience." Nothing in the original complaint is very difficult to fixEither the systems are completely broken or they are so bloated that no one knows what to do Sincerely, [redacted]

I have been out of the office for weeks on medical leave, and today is my first day back I apologize you did not receive a response earlier I need to add another contact email so this does not happen in the future We have spoken with the member about this, and have provided the documentation showing that her account was overdrawn and the fees were appropriately charged I will gather that documentation together again and forward it to you on Monday, as we are closed for Veteran's Day tomorrow I should also note that her account has been overdrawn on at least one occasion since her initial complaint I will be back in touch with you on Monday Sincerely, Mary S [redacted]

In general, a divorce does not relieve a joint borrower from a contract that was entered into prior to the divorceEach borrower on an account would be responsible for timely paymentsFor one borrower to be removed, it would require that the remaining borrower apply and qualify for credit individuallyAdditionally, a credit grantor (Global Credit Union) has an obligation to report the status of an account to credit reporting agenciesThe three major credit reporting agencies (Experian.com, Transunion.com, and Equifax.com) provide advice on their web sites on divorce situations

I have attached a letter in response to Ms [redacted] I have copies of history of her account showing verifying the overdraft status that I cannot share with Revdex.com because of account privacy, however if Ms [redacted] has signed any document allowing us to do so, I will I am also sending Ms [redacted] the original of the letter I have provided Please let me know if you require anything further Thank you, Mary S [redacted]

Our member processed two withdrawals at an ATM in Spain owned by another institution and reported she did not receive the funds on the second transaction Global received a written dispute and began the initial investigation by providing conditional credit to the account for $ on August 11, On September 16, the case was closed as the bank owning the ATM provided support and stated the ATM was in balance When the case was closed, the conditional credit was reversed since Global was unable to recover any funds on our member's behalf Global followed the dispute guidelines for MasterCard our debit card issuer and has complied with the requirements of the Electronic Funds Transfer Act; a copy of the disclosure has been included with this replyI have included copies of the report received from the Banco S [redacted] and the letter informing the case was closed As the ATM is not owned by Global we have exhausted our ability to file additional claims Global recommended the member file a local police report and get support from the local law enforcement agency On November 7, we did send a letter to Banco S [redacted] requesting access to the video footage, but to date have not received a reply Our regulators have also reviewed this claim and find that we have followed procedure, unfortunately this claim belongs with the Banco S [redacted] A copy of the letter from our regulator is also attached.Global truly regrets that our member has suffered a loss due to Banco S [redacted] , the owner of the ATM

Dear Mr***,I apologize for the previous response I sent, I believed that it was to the Revdex.com and not to you.Our mortgage lending team researched your complaint and found that you have been working with representatives of Dovenmuehl, the company that services your loan. We reached out to them and received a response:Good Afternoon,
Attached is the original Note from closing and the Modified documents from April Our records indicate that the mailing address on this property has been updated since March 27, The property address was updated on August 21, We received the updated documents on April 20, for the modified Note, which we should have updated the property address at that timeHowever, this did not get completed thenThis was recently updatedThe mailing address and property address both reflect the following address
*** * *** ***
*** ** ***
In regards to the insurance, our Insurance Department spoke to the insurance agent on 8/2/They stated they did not have the borrower’s information and there was no policy under that property addressAs the property address had not yet been updated in our system, the policy did not get paid until 8/22/Our Insurance Department sent a premium of $to the insurance company on this dateThe current policy will expire on 8/11/The borrower spoke to one of our Accelerated Analysts on August 24, and they were made aware that both the property address and insurance were updatedThey were also made aware that they would receive one more letter stating the lender placed policy has been cancelled
According to our online system, the borrower registered for an online account on 3/16/If the borrower forgot their password, they will need to go to www.yourtmortgageonline.com and click the “Forgot Password?” on the bottom of the main pageThey will then be prompted to enter their usernameThe borrower’s username is *** and the email address associated with the online account is ***@yahoo.comThe borrower will end up being sent a verification email in order to reset the passwordUnfortunately, I am unable to see the password to assist, but if the borrower follows these steps, they will be able to access their online account
Please let me know if you have any further questions, concerns, or if you would like me to draft a response addressing the above
Sincerely,
Kimberly M***
Presidential Analyst
Dovenmuehle Mortgage, Inc
Corporate DrSte
Lake Zurich, IL
Phone: 1-847-719-
Fax: 1-847-574-
***@dmicorp.com

This is the first time I have seen the complaint, I don't know why I did not get the first notice. Was my email used for the first notice? If you sent it to Chris Kline, we would not have received it as she does not work here anymore.We will begin our research immediately. Thank
you, Mary S***

Our member processed two withdrawals at an ATM in Spain owned by another institution and reported she did not receive the funds on the second transaction.  Global received a written dispute and began the initial investigation by providing conditional credit to the account for $335.91...

on August 11, 2016.   On September 16, 2016 the case was closed as the bank owning the ATM provided support and stated the ATM was in balance.  When the case was closed, the conditional credit was reversed since Global was unable to recover any funds on our member's behalf.  Global followed the dispute guidelines for MasterCard our debit card issuer and has complied with the requirements of the Electronic Funds Transfer Act; a copy of the disclosure has been included with this reply. I have included copies of the report received from the Banco S[redacted] and the letter informing the case was closed.  As the ATM is not owned by Global we have exhausted our ability to file additional claims.  Global recommended the member file a local police report and get support from the local law enforcement agency.  On November 7, 2016 we did send a letter to Banco S[redacted] requesting access to the video footage, but to date have not received a reply.  Our regulators have also reviewed this claim and find that we have followed procedure, unfortunately this claim belongs with the Banco S[redacted].  A copy of the letter from our regulator is also attached.Global truly regrets that our member has suffered a loss due to Banco S[redacted], the owner of the ATM.

I have attached a letter in response to Ms. [redacted].  I have copies of history of her account showing verifying the overdraft status that I cannot share with Revdex.com because of account privacy, however if Ms. [redacted] has signed any document allowing us to do so, I will.
 
I am also sending Ms. [redacted] the original of the letter I have provided.
 
Please let me know if you require anything further.
 
Thank you,
 
Mary S[redacted]

In general, a divorce does not relieve a joint borrower from a contract that was entered into prior to the divorce. Each borrower on an account would be responsible for timely payments. For one borrower to be removed, it would require that the remaining borrower apply and qualify for credit...

individually. Additionally, a credit grantor (Global Credit Union) has an obligation to report the status of an account to credit reporting agencies. The three major credit reporting agencies (Experian.com, Transunion.com, and Equifax.com) provide advice on their web sites on divorce situations.

Complaint: [redacted]
I am rejecting this response because: It is consistent with every other response I've received from Global. It is always a breakdown of communication person X doesn't know so you have to talk with person Y; person Y doesn't have the authorization to do anything which results in "sorry for the inconvenience." Nothing in the original complaint is very difficult to fix. Either the systems are completely broken or they are so bloated that no one knows what to do. 
Sincerely,
[redacted]

I have been out of the office for 3 weeks on medical leave, and today is my first day back.  I apologize you did not receive a response earlier.  I need to add another contact email so this does not happen in the future.
We have spoken with the member about this, and have provided...

the documentation showing that her account was overdrawn and the fees were appropriately charged.  I will gather that documentation together again and forward it to you on Monday, as we are closed for Veteran's Day tomorrow.
I should also note that her account has been overdrawn on at least one occasion since her initial complaint.
I will be back in touch with you on Monday.
Sincerely,
Mary S[redacted]

Review: I opened my account with Global Credit Union and was not told about the specific practices about depositing money through the ATMs and how holds would be placed on checks. I deposited a check for $80.00 in the ATM and a hold was placed on it. I was given courtesy fees of $29.00, which they call "advantage pay". I spoke with someone in the branch about the fees and was told there was nothing they could do because it was standard policy, despite being a first time customer and a new bank account. I immediately closed my account. Then, I called a manager at the downtown branch, and explained the situation and was given all the fees back and explained the policies in better fashion. I decided to reopen the account. I was told to deposit checks in person to avoid holds. And that cash would be fine in a ATM, with the first $200 generally available the next business day. Since that incident, I was careful not to overdraw or deposit anything that would have any holds. On 9/19/14, I deposited $440 CASH into the ATM at the downtown branch, and I was never notified of ANY holds on CASH! It was my money, there was no funds to debate on if there was any availability or not....it was cash, saving for my rent money. I didn't even utilize the funds immediately either. But, somehow....they charged me 3 more "advantage pay" fees for $29.00 each taking almost $100 of my October rent money....and for WHAT???? It was cash...there was nothing to verify about the funds being there! CASH is CASH! And I was told there was no holds on it!Desired Settlement: I want all of my $29.00 advantage pay fees to be reversed. It was MY CASH that I didn't have to put into the ATM that day and use their business. I didn't overdraw my account! I didn't do ANYTHING wrong with my money. I had no CHECK....it was CASH!!!! They shouldn't be putting a hold on it because I was told they don't! And if this isn't resolved I will go to every news station in this town and tell them how much of my money they have taken from me in the 5 months my account has been opened. I want my money returned to keep my business there, and my mouth closed to the news, twitter, facebook, and anyone else I can manage to tell the hundreds that Global has taken by not representing their business in the right manor or explaining things as needed to be!

Business

Response:

October 10, 2014

Global has received Revdex.com case ID [redacted]. This complaint is that a Member deposited $440 into a Global Automated Teller Machine (ATM) on Friday 9/19/2014 and that the funds were placed on hold. Prior to the hold release on 9/22/2014, the Member had three transactions, an ATM cash withdrawal at another location and two purchases that were authorized on the debit card using the Advantage Pay (Overdraft Program). The Member was charged for using Advantage Pay at $29.00 each, for a total of $87.00.

Global provides required disclosures at account opening which are also available upon request and posted on the public website for easy access. The disclosures include the Membership & Account Agreement, Electronic Funds Transfer Agreement and the Funds Availability Disclosure. Copies of each disclosure are provided as reference. In addition, Global provides convenient branch hours and a call center to provide answers to questions.

This Member elected to receive a debit card for convenience and has opted-in for Regulation E authorization to allow Global to initiate Advantage Pay in the event of non-sufficient funds to authorize purchases, which includes ATM withdrawals, up to the daily overdraft limit calculated by an automated dynamic system. Each use of Advantage Pay incurs a fee of $29 up to a maximum of $174 per day. The Member was sent Advantage Pay disclosure on 4/16/2014.

The Member has documented within the complaint a prior issue with an ATM check deposit hold and that after refusal to reverse the fees, the account was closed at the Member’s request. The Member presented the case again and was provided full refund of all fees incurred in May 2014 and the account was re-opened with the refund of $174 on May 20, 2014. The Funds Availability Policy was explained to the Member at that time as documented in the complaint.

Global also provides disclosure at each ATM that it owns or operates as required by law. The ATM used for the Cash deposit has a notice physically posted on the outside of the machine:

Availability of Deposits

Notice

Funds from deposits

may not be available for

immediate withdrawal.

Please refer to your

institution’s rules

governing funds

availability for details.

In addition, in order to proceed with an ATM deposit, the user must positively accept the disclosure on the ATM screen that reads:

Availability of Deposits

Funds from deposits may not be

available for immediate withdrawal.

Please refer to your institution’s

rules governing funds availability

for details.

The receipt from the ATM deposit would also indicate the deposit date, time, location, amount, account balance and the available account balance. The availability of the disclosure prior to the deposit provided the Member ample opportunity to cancel the transaction. The receipt following the transaction provided the Member opportunity to manage the account balance.

The ATM where the cash deposit was transacted provides envelopes to enclose deposits and places all Global deposits on hold in accordance with our check hold policy. The ATM does not include recognition software to identify currency and verify check deposits, so all deposits are treated as check deposits. Deposits are collected and verified each weekday morning and any holds on cash deposits are manually released upon verification.

Global offers one ATM at the Shadle Branch that does have the newer recognition software to identify cash deposits and make funds immediately available. In addition, Global has multiple branches with drive up locations for the convenience of our Members.

Advantage Pay is offered as a courtesy to avoid frustration and embarrassment when a debit card does not authorize due to insufficient funds. The Member can elect to reverse the Regulation E Opt-in election and remove Advantage Pay coverage from the account to avoid future fees on debit card overdraft transactions; this will cause Global to reject future transactions that are submitted on insufficient funds.

Global also offers Advantage Pay as a courtesy to cover draft and ACH transactions; the Member can elect out of this service also, but will incur an NSF fee in place of an Advantage Pay fee, if an item is presented without sufficient funds. Global offers this service to reduce the negative impact of having an item returned NSF.

The threat posed by the Member is unfortunate, social media can have a very negative affect on businesses; it can also have a very positive outcome used in the appropriate manner. Global appreciates the opportunity to reply to this complaint; The Member received a fee reversal of $174 in May 2014 for the same reason. Global has adequately disclosed policies and practices and has worked directly with this Member to explain best uses of the products that Global has to offer.

Been a customer with Global for years. Had many loans and my family used to keep a sizable chunck of money deposited at Global. Had the most frustrating experience with them this week. They refused to reverse about $60 worth of fees due to an expired check that was deposited that they didn't notice for about a week. Having already cleared the funds I used them. They don't care that their policies and and poor customer service will cost them much more than the $60 they stole from me. Avoid this credit union. You can do better. What's the point of a local credit union "you can talk to" if they're is.

Review: Global Credit Union illegitamately charged fees against a loan that I have with them. There were a total of thirteen $30 dollar fees that were charged against a car loan. There was also one payment that was applied to another loan that was not mine. I had to contact my bank and get photo copies of all of my checks and provide them to Global for them to fix it. While the fees were reversed there was no notification that these fees were being charged. No statement was ever issued via mail, email, or phone. No comment was ever given when I periodically called to check on the balance. I did not notice this was occuring until over 2 years after the fees were charged when I called to pay off the loan. The problem is that this reduced the principle that was paid on my loan. In turn additional interest was charged to me by the bank. I was told that there is only 60 days to dispute incorrect charges. As far as i'm concerned I should not have to check on my loan every month to verify if the bank is ripping me off or not. I never recieved any statements, and they are basically stealing from me because they are holding the vehicle title hostage till the balance of the loan is paid off which is higher than it should be. I am forced to pay the extra money so that it does not negatively affect my credit score. I will never work with Global Credit Union again.Desired Settlement: I want this to be posted so that other consumers are weary of working with Global Credit Union. It should be illegal to charge interest against illegitamate fees with no notification that they are occuring. I also don't believe that as a consumer you should be held accountable for a banks mistake, and the burden should not fall on you to ensure that the financial institution you have chosen to work with is not ripping you off.

Business

Response:

May 3, 2013

Revdex.com

152 S Jefferson Ste 200

Spokane WA 99201

RE: ID 9504980

Dear Joel,

We received your e-mail dated 5-2-2013 regarding a complaint filed by [redacted]. After

researching Mr. [redacted]’s concern about late payment fees on his loan and not receiving a

notification from Global Credit Union, the below is our conclusion.

When payments are not made on loans by the contractual due date our normal procedure is to

contact the borrower by mail and by phone. This was the case with Mr. [redacted]. Several Past

due payment notices were sent to Mr. [redacted] starting back in 11-2009. In addition, when we

still did not receive payment, phone calls were made to Mr. [redacted]. Our call records indicate

phone calls were made and conversations with Mr. [redacted] were tracked regarding his past due

payments on the following dates; 7-2010, 10-2011,2-2012, 3-2012, 3-2012, 10-2012, 1-2013

and 2-2013. We even have noted Mr. [redacted] called us on 7-2-2010 because he received a late

notice from us.

Our records do indicate Mr. [redacted] changed his mailing address with us in May of 2012. At no

time before, after, or during any of our phone calls with him did he inform us he was not receiving

a statement.

Our late fee disclosure is part of the contract our member’s sign when they sign the contract for

the loan, in addition it is listed on the late fee notice, and the statement.

Global Credit Union is concerned about the burden charging late fees can be for our members, so

we send notices and make phone calls to try and prevent late payments. This is also why when

Mr. [redacted] contacted us on 4-12-2013 regarding his payoff amount, we reversed $319.00 of

those late fees and applied this amount to the principal balance of the loan to assist Mr. [redacted]

in paying off his loan, which he did on 4-15-13.

If you have any further questions please contact me.

Sincerely,

Vice President Lending

Review: I have been with this credit union for over 20 years. The last 3 months I have received a total of $493.00 worth of NSF Fees. As I'm taking responsibility for my own actions, this amount is absolutely ridiculous! They put a larger amount through first then process all these small amounts to bounce! This should be illegal!! I have NEVER asked for them to remove any NSF fees EVER! All I ask is that they remove at least half of these fees. This is getting me further and further in debt without getting caught up EVER! on 10.9.14 I tried to talk to someone at the bank and they refused without even looking at my account. I then contacted a "chat" representative to help me and she said she was unable to that I would need to speak with her manager [redacted]. She gave me her phone number which I have tried calling and leaving 2 messages. I also have tried emailing her on 10.15 & 10.16 without ANY response. PLEASE try to reach out to this bank to help me resolve this very LARGE issue.Desired Settlement: half of the NSF fees of $246.50

Business

Response:

Global has received Revdex.com case ID [redacted]. This complaint is that a Member issued

personal drafts that Global paid using the overdraft coverage product,

Advantage Pay. The Member contends that

Global inflates fee income by posting drafts by order of largest item

first. The Member was charged for each

item Global paid using Advantage Pay at $29.00 each, for a total of $493.00 on

seventeen items presented non-sufficient funds (NSF).

This Member is familiar with how Global processes drafts, having

incurred thirty-four NSF returned items in 2013 and eight in 2014. The Member was provided the benefit

of Advantage Pay beginning July 2014.

Global has saved the Member the embarrassment of vendor contact to

collect payment on insufficient funds draft.

Global provides the Membership & Account Agreement at account

opening which is also available upon request and posted on the public website

for easy access. Any changes to this

disclosure require a new disclosure be delivered to the Member prior to

any provision changes. This disclosure

provides the required explanation of the order in which drafts are applied to

the account. A copy of the current

Membership & Account Agreement disclosure is provided as reference. This agreement

explains that drafts are processed to allow the largest and perhaps most

important items to be paid first.

Global charges the same fee for returning an item unpaid NSF as for

paying an item using overdraft coverage.

There is no daily limit for the amount of fees that can be charged for

NSF items, but Advantage Pay fees are limited to 6 per day, or $174. Global offers Advantage Pay as a courtesy to

cover draft and ACH transactions; the Member can elect out of this service, but

will incur an NSF fee in place of an Advantage Pay fee, if an item is presented

without sufficient funds. Global offers

this service to reduce the negative impact of having an item returned NSF.

Global appreciates the opportunity to reply to this complaint; The

Member has received the benefit of overdraft coverage and is familiar with the

fee process. The Member would have

incurred the same fees if the items had been returned unpaid. Global has fully disclosed policies and

practices and therefore will not refund fees for use of the product. The

Member is encouraged to contact Global to investigate if there is

another product that may be more appropriate for overdraft coverage, such as a

savings account, or an open-end loan product.