Golden 1 Credit Union

December
15, 2015
[redacted]       
[redacted]
Revdex.com
Complaint ID: [redacted]
Dear Ms.
[redacted], 
Your
recent comments to the Revdex.com have been forwarded to me for
review and...

response.  Member comments
such as yours allow us the opportunity to evaluate the level of service that is
being provided across our organization. 
We apologize that you were met with such difficulty when attempting to
obtain funds from your Line or Credit.
In
accordance with State and Federal Regulations, the payee on a Cashier’s Check
is entitled to the funds within the first 90 days.  We do not process stop payments within this
timeframe as we are required to negotiate the item if presented.  With that said, an exception may be authorized
within certain guidelines to process a refund within 90 days of issuance, and
assume the risk of the item being cashed before it is eligible for stop payment.  I understand that you have been in contact
with one of the Support Representatives in our Member Service Contact Center who
is assisting with the resolution of this issue. 
Per your conversation, a Declaration of Loss has been mailed to the
address listed on your account, which must be signed by you before the refund
request may be processed.  Once the
signed form is returned, we will refund the check amount back to your Line of
Credit.  As a courtesy due to your
longstanding membership, the fee will not be charged to process this stop
payment as previously disclosed.
Once
again, thank you for bringing your concerns to our attention and we apologize
for any frustration or inconvenience this matter may have caused. We value your membership and look forward to
exceeding your service expectations during future interactions.
Sincerely,
[redacted]
*  [redacted]
Federally insured  by NCUA.

Dear Mr. [redacted], We are in receipt of your complaint filed with the Revdex.com (Revdex.com) related to your experience with the four (4) current loans you have in process with our Home Loans Division. After careful review of the documents you provided along with your comments, we have decided...

to honor the original rate quotes you represented that were given to you by our Home Loan Advisor in March of this year. For clarity, the following is what has been approved:Loan [redacted]: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan.Loan [redacted]: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan. Loan [redacted]: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan.Loan [redacted]: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan.Should you have any additional concerns, please do not hesitate to address them directly with me. We sincerely hope this resolves any concerns  you have with our organization, thank you for giving us the opportunity to correct them to your satisfaction.

November 1,
2016
 
 
 
[redacted] [redacted]
 
 
Dear Mr.
[redacted],
 
 
 
We are
responding to your concerns addressed to the Revdex.com about your
Student [redacted]...

account.  Your
correspondence was forwarded to me for response and resolution.
 
We reviewed
the call and the information you were provided by a Golden 1 representative and
found it to be inaccurate.  We apologize
for the miscommunication; the individual has received training and coaching.
 
Per your
request, we removed the trade line from your credit report which should take
affect at all credit bureaus in 5-7 business days.
 
We do recognize
that you have many choices when it comes to financial services and we
appreciate your decision to place your business and trust with Golden 1.
 
If you have
further questions or concerns regarding this matter please feel free to contact
me directly at [redacted].
 
Sincerely,


















[redacted]
Vice
President, Account Services

August 11, 2015 [redacted] Dear Mr. [redacted] Thank you for sharing your experience with us. The privacy policy presented to you through online banking on Sunday, August 9, 2015 (dated March 19, 2014) is not the current version of the...

Golden 1 Privacy Policy and was presented to you in error. The incorrect policy has been removed and you should now be able to access and make payments from your online banking account.  Your privacy is important to Golden 1. Our current Privacy Policies (revised 07/15) can be found on our website at www.golden1.com/PrivacySecurity for members to review at any time. This page also provides information about how you can exercise your right to restrict the sharing of your personal and financial information. For your convenience, Golden 1 offers the ability to opt-out electronically. Simply visit [redacted] and click the California Privacy Act link at the bottom of the page. Then follow the instructions on the screen to submit your selection. Thank you for your many years of membership. We apologize for the inconvenience this has caused you and we appreciate being given the opportunity to correct the situation.  Sincerely,  [redacted]Vice President, Chief Technology OfficerGolden 1 Credit Union

[redacted] Dear [redacted], Thank you for taking the time to contact the Credit Union with concerns about your account. Member comments such as yours allow us the opportunity to evaluate the level of service provided across the organization....

 I am writing in response to your correspondence with the Revdex.com regarding the report to Chexsystems. Your correspondence was forwarded to the credit union on September 2, 2015 for response and resolution. Upon conclusion of our research regarding the events referenced in your correspondence; we determined the amount reported to ChexSystems was accurate. As of June 5, 2014 your account had an overdrawn balance of $675.14. The account was closed on June 5, 2014 and you were reported to ChexSystems.  We genuinely appreciate you taking the time to share your thoughts and concerns regarding your experience with your checking account.  Sincerely,[redacted]

December
8, 2015
[redacted]
[redacted]
[redacted]  [redacted]
Dear
Mr. [redacted],
I am writing in response to your
correspondence with the Revdex.com regarding wire transfers. Your
correspondence was forwarded to the credit union on December 1, 2015 for
response and resolution.
We have tried to contact you to get more
information regarding the manner in which you attempted to transfer funds to
Ecuador. We dialed [redacted], the call did not go through. We did some
research and found there is an area code missing depending on the city, [redacted]
In your previous response, you mentioned that
you were attempting to write a check to transfer money to Ecuador. In order to
accomplish this, you will have to ask your financial institution in Ecuador if
they would accept and process a check for collection from the US. That
institution will have to send the check to their affiliated US financial
institution that will then send the check to us for payment. As of today we
have not received a check for collection in this manner for $86,000.00 for your
account.
At your earliest convenience, please provide
the phone number with the area code for us to contact you, if you would like to
discuss this further or contact [redacted] Manager of Payment Operations at
[redacted]
We genuinely
appreciate you taking the time to share your thoughts and concerns regarding
your account. We strive to provide our members with quality service. We
apologize for the inconvenience you experienced and value your membership. 
Sincerely,


















[redacted]
[redacted], Account Services

March 29, 2017
 
 
 
[redacted]
16 Redbarn Ct
Oakley, CA 94561
 
 
Dear [redacted];
 
On March 20, 2017, we
received your complaint filed with the Revdex.com.  In summary, you feel that our...

representatives
treated you rudely, denied providing account information and failed to transfer
you to a supervisor as requested. Golden 1 strives to provide exceptional
service with every member interaction so we take these allegations
seriously. 
 
We reviewed all call recordings related to your
complaint and we confirmed you were not able to complete the account security questions
for the account, which are used to identify authorized parties on behalf of the
account holder. At that point, neither the representatives with whom you spoke
nor a supervisor were able to discuss the account with you. While we believe
our representatives appropriately handled their communications with you, we
will use this experience as a coaching opportunity to meet our exceptional
service commitment.
 
Should you have any further
questions or concerns regarding this matter please feel free to contact me.
 
 
 
Sincerely,
 
 
 
[redacted]
Manager, Member Care Support
Golden 1 Credit Union
[redacted]

Dear Mr. [redacted], I am writing in response to your wife’s correspondence with the Revdex.com regarding the automobile loan for your 2008 [redacted] Frontier. Your correspondence was forwarded to the Credit Union for response and resolution. Please accept this...

letter as confirmation of our conversation on Tuesday, June 21st that your loan is currently due for the August 2016 payment. On June 3rd the following payments were reapplied: May 2016 payment was reapplied to your loan effective May 19th June 2016 payment was reapplied effective May 25th When the July payment was received, it was applied to your loan but it did not advance your due date. This was a result of our payment application hierarchy which prevents the due date from being advanced more than 60 days. As we discussed, we manually advanced your due date as a one-time courtesy making your next payment due for August 10, 2016. We have also reviewed your account to ensure no negative information has been or will be reported to the major reporting agencies as a result of the above referenced circumstance. I apologize for any inconvenience this has caused you. Thank you for bringing your concern(s) to our attention and should you need any additional information and/or validation, please do not hesitate to contact me directly at [redacted] ext. [redacted]. Sincerely, [redacted] Golden 1 Credit Union Manager, Consumer Loan Servicing

[redacted]
[redacted]
[redacted] Dear [redacted], I am writing in response to your correspondence with the Revdex.com regarding your overdrawn account. Your correspondence was forwarded to the Credit Union on September 28, 2015 for response and...

resolution. From your correspondence, I understand you are inquiring in regards to your account being reopened and is now overdrawn. As of October 2, 2015, your account is overdrawn $1,126.14. On September 25, 2015, your account was reopened due to the receipt of an ACH credit in the amount of $34.98 from [redacted]. There was also a check returned on this date for insufficient funds from a mobile deposit you made on September 22, 2015. The amount of the check was $1,186.10, which was debited from your account along with a $10.00 returned deposit fee. This transaction would have occurred regardless of the reopening of your account from the transaction above. There have been a few subsequent transactions on your account, including another ACH credit for $34.98 from [redacted]. There were two ACH debit transactions and a check ([redacted]) that were returned due to insufficient funds in your account, and each were assessed a $27.50 fee. As a courtesy, we have reversed these fees for a total of $82.50. Thank you for taking the time to contact the Credit Union with concerns about your account. Member comments such as yours allow us the opportunity to evaluate the level of service provided across the organization. Sincerely, [redacted] Vice President, Account Services

I am rejecting this response because:  I never authorized forgive somebody authorization to withdraw that money from my account and I did not know that Chuck was counterfeit if I would've known I would've never deposited that check and I demand that my restrictions be taken off so I am demanding that money back I never authorized somebody to do a reversal on my account  and I want to file complaint against a girl that violated my hippa  at the fig garden branch as well

November 21, 2014 [redacted] RE: Golden 1 Visa Check Card Dear [redacted], Your communication to the Revdex.com was forwarded to the Golden 1 for review and response. Thank you for taking the time to notify us of your concerns regarding the recent activity on your account. I’m sorry to hear the frustration you encountered while disputing these transactions. I apologize you did not receive the excellent service we strive for during every interaction. As stated in our phone conversation, the fraud charges in question were presented to Golden 1 by the merchant with documentation of the transaction record. A letter was sent to the address above on November 6, with copies of the transaction record for your review. After our discussion in response to information from the merchant, the charges for $100.00 and $90.00 were permanently credited to your account on 11/20/14. As your credit union, The Golden 1 values your membership and is dedicated to providing you with the highest level of quality and service. I sincerely appreciate you taking the time to let us know about this issue and allowing me the opportunity to discuss this situation with you. If you have questions regarding this letter, please contact me at 1-877-GOLDEN 1 x [redacted] (###-###-####). Sincerely, [redacted] Manager, Card Investigations

I am rejecting this response because:  I recognize that the Golden 1 Credit Union is working on a resolution with the DMV and the dealer's insurance company.  However, this has been going on since January and I still do not have the vehicle registered in my name.  I did not even aware there was an issue until I physically went into the Golden 1 branch 90 days after I acquired the vehicle.  No one from Golden 1 contacted me to let me know there was an issue with the dealer and vehicle registration.  To this day no one from Golden 1 has contacted me.  I've always had to reach out to them.  I understand the position that Golden 1 is in however, they are not the ones having to drive a vehicle with no registration.  It is my understanding that in order to legally sell a vehicle in California you either need the title or a DMV REG 227 (Application for Duplicate or Paperless Title). Neither of which was accepted by Golden 1 and a copy of a title is not sufficient.I tried to set up a meeting with someone with the vehicle loan services department at Golden 1 however, their escalation service department were very rude and refused.  They offered to forward my call to vehicle collections but I do not feel that is the best resolution.   I have done everything in my power to get this fixed but it is out of my hands.  I am hopeful that this will be resolved as soon as possible.

December 13, 2016 [redacted]
San Pablo, CA 94806
 
 
RE: Consumer Online Loan Application Form
 
 
Dear Mr. [redacted],
 
This letter is in response to your correspondence to the Revdex.com regarding the...

savings
account requirement and
credit inquiry made as part of a credit card offer recently mailed to you. The
Golden 1 Credit Union definitely appreciates your feedback. It is comments, such as yours, that help the credit union improve its service.
Please rest assured that we take comments
and concerns very seriously
and strive to take prompt corrective action as appropriate.
 
We want to assure you that both the savings account and credit inquiry were not performed arbitrarily and disclosures pertaining to both were included in the letter you received. A sample of the disclosure has been
enclosed for your review. Please see the areas highlighted in reference to the savings account.
 
Golden 1 Credit Union is member owned and as such, we are able to offer our products
and
services with lower interest rates and fees than banks; however, membership
by
means of a savings account with a minimum share deposit is required in order to fulfill the credit card offer.
 
Thank you for bringing your concerns to the credit union’s attention and allowing us the opportunity
to address them. If you have any additional questions related to this matter, please feel free to contact me
directly at (916) 733-5637 and I will be happy to assist further.
 
Respectfully,
 
 
 
 
 
 
[redacted]
Senior Manager, Consumer Direct Lending
 
Enclosure: Sample Pre-Approval Disclosure

December 21, 2016
 
[redacted]
[redacted]
San Pablo, Ca 94806
 
RE: Conversation Summary
 
Dear Mr. C[redacted],
 
This letter is to summarize our telephone
conversation that took place today, December 20, 2016. Golden 1 Credit Union
appreciates your feedback, which helps the credit union improve its service.
 
As promised in our conversation, I have
enclosed a copy of the pre-approval letter that was previously provided to you.
The disclosures pertaining to the savings account and credit inquiry are
located on page 2 of the letter. We do, however, acknowledge and understand
that you did not intend to open a savings account or have your credit pulled.
In an effort to exhibit our commitment to service excellence, we agree to have
the credit inquiry removed from your credit report. I have submitted the
request to the appropriate department and will contact you via telephone once
the request has been completed.
 
Thank
you for bringing your concerns to the credit union’s attention and allowing us
the opportunity to address them. If you have any additional questions related
to this matter, please feel free to contact me directly at [redacted].
 
Respectfully,
 
 
 
 
[redacted]
Manager, Consumer Direct Lending
 
Enclosure: Pre-approval Letter

February
1, 2017
 
 
Mr. [redacted]
Ms. [redacted]
2000 Offshore Street
Oxnard, CA  93035-1627
 
 
Dear Mr. [redacted] and Ms. [redacted]:
 
Golden 1 Credit Union is in receipt of your letter dated January 26,
2017 regarding a payment...

dispute.  You
state the Credit Union damaged your credit because you made all of your
scheduled payments and it failed to respond to your inquiries or provide copies
of statements.
 
On February 1, 2017, we spoke over the phone of which I sincerely apologized
for the Credit Unions delayed response to your inquiries.  As a summary of our conversation as it related
to your credit report, your financial institution returned multiple payments,
which caused your loan to become past due. 
A summary of those transactions follows below:
 
September 2016 payment received September 2,
2016 and returned October 4, 2016; October 2016 payment received September 12,
2016 and returned October 17, 2016;November 2016 partial payment received November
18, 2016 and returned on November 30, 2016;December 2016 payment received December 28,
2016 and returned January 12, 2017. The Credit Union received replacement funds for the aforementioned
payments on the following dates: 
September 2016 payment replaced on October 3,
2016;October 2016 payment replaced on December 5,
2016;November 2016 payment replaced on December
23, 2016;December 2016 payment replaced on January 18,
2017;A partial payment of $80.00 credited to your
account on January 18, 2017.   Because of the above payment postings, the Credit Union reported a
thirty day late for November 2016. I have enclosed the statements you
requested. If I may be of further assistance, please feel free to contact me. Regards,  
[redacted] Marble-Stallworth,
Manager-Member Care
Golden 1 Credit Union
T  [redacted]
F  [redacted]
E 
[redacted]
W  Golden1.com

May 21, 2015[redacted]
[redacted]   Dear Ms. [redacted], I am writing in response to your correspondence with the Revdex.com on May 14, 2015 regarding a stop payment placed on your Golden 1 Checking Account.  Your correspondence...

was forwarded to the credit union on May 15, 2015 for response and resolution. On April 14, 2015, we erroneously returned an ACH payment to Dental SB Financial for the reason of “Non-Sufficient”“, instead of “Stop Payment”, as you had intended.  Unfortunately, this error caused a fee to be charged to your account of $27.50 and pulled your account negative, resulting in the closure of your account.  We have corrected this matter by reopening your checking account and reimbursing the fee of $27.50, brining your account to a positive balance. We sincerely apologize for any inconvenience this may have caused.     We genuinely appreciate you taking the time to share your thoughts and concerns regarding your account. We strive to provide our members with quality service, which includes providing products and services that meet our members’ needs.  If I may be of further assistance, please do not hesitate to contact me at ###-###-####, or email me at [redacted]
   Sincerely,  [redacted]Vice President, Account Services

Please close complaint ID [redacted]. The issue has been resolved.

February
16, 2016
[redacted]                
[redacted]
[redacted]...

[redacted]
 
 
Dear Ms. [redacted],
I am writing in
response to your correspondence with the Revdex.com, dated February
12, 2016, regarding a hold placed on your account. 
On January 22, 2016
you deposited a counterfeit cashier’s check in the amount of $911.00 via mobile
deposit, which you subsequently withdrew. 
The check was returned as altered/fictitious on January 27, 2016
bringing your account negative -$915.03. 
The direct deposit you refer to was offset to eliminate the negative
balance.  You have a balance of -$1.11
due to the Credit Union.
Your accounts are not
currently restricted; however, further fraudulent activity could result in
account closure.
Sincerely,
 


















[redacted]
Vice President,
Account Services
Golden 1 Credit
Union

February 23, 2017
 
[redacted]
[redacted]., Apt 7
Roseville, CA 95661
 
 
Dear Mr. [redacted],
 
On
February 15, 2017, we received your complaint filed with the RevDex.com and has been forwarded to me for review and...

response. In your complaint,
you stated you were having a problem reaching someone in our Member Service
Contact Center to assist you with being locked out of the online banking
system. You also stated you experienced bad customer service at one of our
branch locations.
 
On
February 16, 2017, I understand you were able to speak with one of our Member
Advocates to address the above-mentioned issues. As a result, we were able to
assist you in accessing your online banking and provided you with the Contact
Center hours of operation for future reference.
 
I have
shared your concerns with the Regional Management team so they may address the
experience you received at the Roseville Branch.  Additional training and coaching will be
provided as needed. Thank you for bringing your concerns to our attention and
because we value your membership, we apologize for any frustration or
inconvenience this matter may have caused.  
 
 
 
Sincerely,
 
 


















[redacted] | Channel Administration
Golden 1 Credit Union
E  [redacted]@golden1.com

I am writing you today regarding an ongoing dispute involving a previous loan. As I am sure you are aware, I have brought about concerns and disputes via several channels. I have received your response, dated April 13th. In response to the information you provide I insist the following: 1. The Notice of Intent to Sell Property was not received by me nor did I sign for it. If your records have evidence it was sent, it certainly wasn’t signed for or accepted by me. Perhaps it was signed for by a relative. I have seen this happen before but for future reference, I live in Elk Grove, California not Galt, California. 2. I did not receive the deficiency letter in which you make reference to. 3. I still insist the credit reporting is inaccurate. Ultimately, I suspect Golden 1 will continue to insist they proceeded responsibly and I will insist they handled it irresponsibly which does not bring a resolution to the matter. A resolution is ultimately what I seek. It is my intention to find a resolution to this whether it be with Golden 1 directly, with the assistance of involving more outside agencies, taking to social media or via litigating it. I think handling the matter privately is advantageous for the both of us in terms of time and cost. The Statute of Limitations to collect the balance in question is running down – in the event I am sued I will certainly respond. No default judgement would be acquired here. Furthermore, if a judgement was obtained – I have no wages to garnish, no assets to lien and no active accounts to levy (feel free to check public records). In the event I did acquire assets in the future, Golden 1 would likely take position behind other creditors who are also seeking repayment. In this case because of my finances, I would be forced to file bankruptcy due to my lack of ability to repay. My outstanding balances in default are in the six figures and I have another vehicle deficiency that is triple the balance of the one at Golden 1 (1 of more than 30 accounts in default). I am fully aware of the direction furnishers have been provided regarding deleting accurate trade lines and I am familiar with the many stages of disputes. I think by this point it might be clear I am not a typical consumer. I am adamant that Golden 1 is not reporting correctly and I would greatly prefer to avoid the daunting, expensive and disgustingly slow process of suing Golden 1 to prove that. I am currently already litigating matters similar to these as a defendant (feel free to check public records). Please consider the following request. Would Golden 1 settle the account for 30% of the total balance owed in exchange for considering the account fully resolved and agree to delete the trade line in full from all my credit reports as part of such a settlement? My request is far different than the sought-after “pay for delete” agreement as I am actually requesting inaccurate information be deleted for settlement. If Golden 1 has concerns about the deletion they should be able to reference that I have filed multiple credit disputes and have involved five agencies. With that said, I think it is quite obvious that inaccurate data may exist and that a deletion and settling the account would be a good business decision. I believe Golden 1 would likely be ordered to compensate me for their errors if we presented this as a case, so I feel an offer of compensation from me to Golden 1 is more than fair and equitable. The case numbers for my filings with the five agencies I reference are below. Thank you for your time. Sincerely, [redacted]