Golden 1 Credit Union

I am rejecting this response because:And still you do NOT Call! I do not call myself - one of you people called me! Have you asked that PERSON HOW THEY DID THAT? Maybe you SHOULD!I have told you what city I am in! But, hey keep playing dumb, it becomes you!And still you ask me to CALL you; and I have told you: International calling is NOT an Option! I am sure that is IN MY FILE! Why do you keep ASKING? Don't you get it, I can NOT call Internationally! It is that simple!Evidently you do NOT keep Good Records Either! In addition to the Lies that you tell!cc -- House File --

September 21, 2015[redacted] Dear [redacted] I am writing in response to your rebuttal sent to the Revdex.com on September 16, 2015. We understand you are dissatisfied with our response and state that the amount owed is $ 65.00. Upon conducting further research it was discovered that the current amount owed is $ 355.00.  Small deposits were made to the account that has reduced the original amount owed.  Please call us at your earliest convenience so we may discuss your concerns regarding the account activity that eventually caused your checking account to be closed.  We genuinely appreciate you taking the time to share your thoughts and concerns regarding your experience with your checking account.  Please contact [redacted]z at [redacted] or email her at [redacted]. Sincerely, [redacted]

February 24, 2017
 
 
 
Mr. [redacted]
Great Falls, Montana 59405
 
 
 
 
Dear Mr. [redacted]:
 
On February 15, 2017, Golden
1 Credit Union received
the letter you filed with
the Better...

Business Bureau
and it has been forwarded
to me for review and response. In your letter, you stated you have a
negative checking
account balance that was
closed
by
the Credit Union. You attempted to make payments over the phone to pay the negative balance, but the Credit Union refused those payments; and, you could not comply with the Credit
Union’s request for
a certified
check.
 
On November 15, 2016,
Capital
One presented two electronic debits on your behalf totaling $50.00. Both electronic debits were returned
due
to insufficient funds. The available balance in your checking account at
the time of the electronic debits was $0.00. The Credit Union charged
your checking account $29.50 for each
occurrence for a total of $59.00. As
a matter of policy, the Credit
Union does not accept check-by-phone payments for
checking accounts with negative balances.
The Credit Union requires certified
funds or
cash to remedy a checking account with a negative balance.
As a one-time courtesy, the Credit Union has forgiven the $59.00 in fees.
 
If you have questions or require further
clarification regarding this matter, please do not hesitate to contact
me
directly.
 
Respectfully,


















 
[redacted]
Manager, Member Care
Loss Mitigation
E-mail:  [redacted]@golden1.com Telephone: 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am rejecting this response because: I don't believe this explanation is an accurate description of how the online payment system is supposed to work.  Golden 1 needs to address this problem.  Ms. [redacted], I really appreciate your prompt response, and generally I've gotten excellent service at Golden 1.  But on my last call to customer service I was given the same response you wrote me here.  I questioned it with the rep and asked her if she thought it made any sense.  She agreed with me that it did not and told me she'd look into it and call me to follow up.  I don't think she was just humoring me - we were both genuinely perplexed after considering it.  As I said, I have not received any calls, nor any emails (my email address has been the same for years - [redacted], please email me there).  Ms. [redacted], I set the autopayment to pay full balance and set a limit (something like $700 I believe) because I don't have enough funds on a monthly basis to pay off the entire balance of about $4500.  I would that is how the limit is supposed to work - you 'limit' how much you would like to pay and then the payments happen reliably until the balance is paid off.  I suppose I could have just set the payment at a blanket $700, but then it would continue to pay after the card was paid off, which would be a bad idea obviously as I don't want to send money to a paid-off card.  Your letter is saying that because the limit was set below the amount due, your system choose not to make any payment at all.  That's what the rep told me too.  Can you please, honestly tell me what the point would be of a limit function like that?  Let's say you set up your personal credit card to pay up to $400 a month and count on it to come through and pay on time.  Then one month you run up the card to a $500 balance, and because of the limit, the system cancels the payment and no payment goes through and you are charged a late fee on your card. How is that a useful function?  Is there ANY context in which that function would make sense, any scenario?  Your rep was told the same info and passed it on to me, and when I asked her she did not think so either and agreed to research it. Never heard back.Here is my request: please explain to me how the 'limit' feature is supposed to work, and also let me know how to accomplish my goal of paying a certain amount of my balance every month until it's paid off.  Many thanks once again - [redacted]

Please see attached.

Please see attached rebuttal response.

I am rejecting this response because: I didn't say a mobile deposit from ACH opened my account, I said I did not make mobile deposit of $1186.10 on Sept. 22, 2015. I was advised by one of your tellers that a deposit reopened my account. The deposit of $1186.10 was made by Cash Net. There was no check deposited for$1186.10, by my mobile phone on Sept.22, 2015. Cash Net directly deposited the $1186.10. My cell [redacted], thank you [redacted]

Dear Ms. [redacted]Golden 1 Credit Union received your letter on January 31, 2017 from the Revdex.com as well as a letter received on February 7, 2017 via the Department of Business Oversight regarding the Credit Union's Late Notice and Request for Payment. Please accept this letter as response to both complaints. In your letter, you stated you made a cash payment of $966.22 on your auto loan on January 3, 2017; however, on January 24, 2017 you received a letter from the Credit Union stating your auto loan was past due. You indicated your contractual payment due date scheduled on the tenth day of the month was changed to the third day of the month without your knowledge or consent. Our records indicate that on September 6, 2016, we failed to attach your auto loan to your new individual savings account, but attached it to another joint account. We also failed to update your address, which was a factor in your loan becoming past due. The Credit Union acknowledges its error in sending a Late Notice and Request for Payment dated January 24, 2017. When the Credit Union reversed the late charges of $48.36 each for November and December, it did not advance the due date and the loan became past due. During this process, the Credit Union incorrectly changed your due date from the tenth of the month to the third. This was corrected and the loan is due for March 10, 2017. Please disregard the letter dated February 9, 2017 from the Credit Union. Today, the Credit Union submitted updates to all three major credit bureaus to reflect your account was current and paid as agreed for October and November. The Credit Union reversed another late charge of $48.36 and will ensure that your auto loan is correctly transferred to your individual savings account. The Credit Union apologizes for any inconvenient this may have caused you. Please rest assured that the changes did not affect your credit report history.Kind regards,[redacted]Vice President,Member Care & Loan Servicing

October 23, 2014 [redacted] RE: Revdex.com Complaint ID [redacted] Dear [redacted], Thank you for taking the time today to discuss the status of your loan application with [redacted]. Your home loan is projected to fund on October 24, 2014....

Please accept our sincere apologies for the inconvenience you may have experienced. We deeply value your relationship with Golden 1 Credit Union and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions, or comments regarding this matter, please feel free to contact me directly. Sincerely, [redacted] The Golden 1 Credit Union [redacted] E: a[redacted]

June 2, 2016[redacted]
[redacted]
[redacted] Dear Ms. [redacted]:Golden 1 Credit Union received your 2nd complaint letter dated May 25, 2016. Per our initial response dated May 2, 2016, updates were submitted to the credit bureaus to make the following corrections:• Credit card...

([redacted]) – Account was a charge-off / Account paid in full for less than the full balance;• For the auto loan ([redacted]), we removed the settled status, so that the account will report as an active trade line and will accurately reflect your   payment history.Please be advised that it takes up to 60 days for these changes to be reflected. We are monitoring your trade lines to ensure that the corrections have been accepted by the bureaus. I apologize for any inconvenience this has caused you. Thank you for bringing your concern to our attention and we look forward to assisting you in the future with your financial needs.Sincerely, [redacted] Manager Member Care Support Golden 1 Credit Union[redacted]

Dear [redacted],Thank you for taking the time to contact the Credit Union with concerns about your account. Membercomments such as yours allow us the opportunity to evaluate the level of service provided across theorganization.I am writing in response to your correspondence with the Better...

Business Bureau regarding yourrepeated attempt to set-up an automatic payment on your loan. Your correspondence was forwarded tothe credit union on July 22, 2015 for response and resolution.From your letter, we understand you want your loan payment to automatically be paid upon receipt ofthe transfer of deposited funds made to your savings account each month. Your request has beencompleted.We genuinely appreciate you taking the time to share your thoughts and concerns regarding youraccount. We strive to provide our members with quality service which includes providing products andservices that meet our members’ needs.If I may be of further assistance, please do not hesitate to contact me at [redacted], or email me at[redacted]

I am writing in response to your rebuttal received on January 12, 2017 regarding Golden 1 Credit Union's response to your December 27, 2016 letter requesting the return of $300.000 that was offset from your account.Unfortunately, Golden 1 Credit Union will not refund the $300.00 that we offset from your checking account to partially alleviate the negative shares account.As a joint member, you are responsible for all checks that are checks that deposited to your account. You are also responsible for ensuring you always have sufficient funds in your account when you write checks, even if a stop payment was issued on a check that was deposited into your account.After the $6000.00 check was deposited, we made the funds available due to your long history as a member. Since September 1, 2016 there were multiple transactions that occurred on your account that used the available $6000.00 check was returned to Golden 1 as a Stop Payment by US Bank, which caused your account to be in negative status and must be brought current.If you have any additional questions please do not hesitate to contact us.Sincerely,Member Care ManagerGolden 1 Credit Union

Please see attached:  
January 9, 2017
 
[redacted]
[redacted]
Sacramento, CA 95838
 
 
Dear Mrs.
[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 for the issues you have encountered over the last few
months. 
 
I have
performed a thorough review of your account and contact history as well as your
interactions with our branch staff to determine how this unfortunate situation
occurred.  The only error I was able to
identify was that the loan was not transferred to the individual account as you
requested, but to another of your joint accounts.  However, the account and loan history clearly
indicated the account number where the loan had been transferred, so it is
unclear how an employee could have missed that the loan was transferred and not
paid in full.  Furthermore, multiple
statements and late notices were mailed to the address on file notifying you of
the locations of your loan and the status. 
Due to our findings while researching this complaint, one of the late
fees charged to your loan was reversed. 
The negative credit reporting and remaining fees will remain.  A separate letter has been mailed to your
home address detailing the reasons for our decision.
 
Once
again, thank you for bringing your concerns to our attention and we apologize
that your request was not processed as you originally requested.  We value your membership and we look forward
to assisting you in the future with your financial needs.
 
 
 
Sincerely,
 
 


















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

Dear Ms. [redacted],I am writing in response to your correspondence with the Revdex.com regarding the automobile loan for your 2012 Jeep Liberty. Your correspondence was forwarded to the Credit Union today for response and resolution.Please accept this letter as confirmation of a conversation...

you had with [redacted]. The playoff check in the amount of $14,269.69 from [redacted] was received yesterday and the loan is now paid in full.There seems to have been a delay between when you paid off your loan at the end of November and when [redacted] sent the payoff funds to Golden 1. As a result of this situation, our Member Care Team reached out to you to make sure you were aware the November 25. 2015 payment was still outstanding.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 this circumstance. Your account has been updated to reflect current and paid full.I apologize for any inconvenience this has caused you. Thank you for bringing your concern(s) to our attention and we look forward to assisting you in the future with your financial need.Sincerely,[redacted]Senior Manager, Deposit Account Servicing

March
22, 2017
 
 
[redacted]
[redacted]
San
Jose, CA 95116
 
 
Dear
Mr. [redacted],
 
I am writing in response to your correspondence
with the Revdex.com (Revdex.com), your complaint was sent to Golden 1
Credit Union on...

March 16, 2017 for response.
 
To summarize your statement to the Revdex.com, on March
15, 2017 you performed a cash deposit at a Golden 1 Credit Union ATM located at
500 Golden Gate Avenue, San Francisco. The ATM accepted the cash after several
attempts then failed to credit your account at Alliant Credit Union. When you
contacted our Member Service Center, we referred you to your financial
institution for resolution.
 
ATM deposits through the CO-OP Network are
governed by rules to protect credit unions and members.  In the event there
is an error, your credit union, in this case Alliant Credit Union will contact
Golden 1 on your behalf.  As the depository institution receiving the ATM
deposit, Golden 1 is not able to credit your Alliant Credit Union account in
the case of an error.  For these reasons, you were asked to work with your
credit union for resolution.
 
We do appreciate your feedback regarding the
service issue you experienced with our ATM and have addressed this with our ATM
servicer.
 
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

Dear [redacted] We are in receipt of the letter you sent to the Revdex.com. In your letter you state your automatic monthly payments from Chase malfunctioned, which caused your account to become 22 days past due. You also noted that you were not notified by Golden 1. Your...

concern was the potential negative impact to your credit report had your account become 30 days past due. Your online statement, closing date May 25, 2016, indicated the past due amount of $38 and a minimum payment of $76 due. Anytime the past due amount is not paid before the payment due date, the account maybe reported to the credit bureaus. While Golden 1 does not send email notifications, it does make collection calls prior to accounts becoming 30 days past due. In your instance, the call had not yet occurred. We do appreciate your business, and as a courtesy Golden 1 Credit Union will honor your request to return the late fee of $15.00. The credit will reflect on you July 25th statement. If you have any further questions please contact me at 877-465-3361x [redacted] Sincerely, [redacted] Member Care Manager The Golden 1 Credit Union

Dear Ms. [redacted],We received your complaint letter dated April 29, 2016 with the Revdex.com regarding credit reporting on your credit card account ([redacted]) and your automobile loan ([redacted]).As you indicate, your credit card account should reflect as settled and your automobile loan should...

reflect as an active trade line. Due to a clerical error, your automobile was inadvertently coded as settled.We have sent updates to the major credit reporting agencies to reflect the following:Credit card ([redacted]) - Account was a charge-off / Account paid in full for less than the full balance;For the auto loan ([redacted]), we will remove the settled status, so that the account will report as an active trade line and will accurately reflect your payment history.Please allow 30 to 60 days for these changes to be reflected but be assured we will continue to monitor the trade lines to ensure that the corrections have been accepted by the bureaus.I apologize for any inconvenience this has caused you. Thank you for bringing your concern to our attention and we look forward to assisting you in the future with your financial needs.Sincerely,[redacted]Manager Member Care SupportGolden 1 Credit Union[redacted]

Please accept our response to Mr. [redacted]Thank you, [redacted]Dear Mr. [redacted]I am writing in response to the compliant that you filed with the Revdex.com (Revdex.com) on October 3, 2015. I wanted to let you know that the individuals that you are referencing are not associated with Golden 1...

in any way. Unfortunately, what you are, is a victim of individuals providing counterfeit Golden 1 cashier’s checks to people, such as yourself, as payment for some type of service. This is known as a ‘Secret Shopper’ scam. Suggested steps to take if you have been scammed:? Contact your local police department to file a report? File a report with the Internet C[redacted] at [redacted]? File a complaint with the [redacted] at [redacted]Useful links for more information on mystery shopping and scams:? [redacted]? [redacted]? You may also wish to visit the [redacted]) website at [redacted] shoppers for a list of reputable mystery shopping companies.We understand your frustration. I hope that you find the information in the above links helpful.Sincerely,[redacted]
[redacted]

Dear Ms. [redacted]:I am responding to your letter dated December 27, 2016 regarding Golden 1 Credit Union offsetting $300.00 from your checking account due to a returned check in the amount of $6,000.00.As per your membership agreement, Golden 1 had the right to...

offset funds when your joint account became negative. Per our records, you had multiple conversations with one of our managers and received email responses from her that addressed this concern.Unfortunately, Golden 1 Credit Union will not refund the $300.00 that was offset. As a joint account holder you are responsible for any remaining negative balance. As of January 10, 2017, your shares account ending in 3436 is still reflecting a negative balance of of $2,047.16.If you have any additional questions please do not hesitate to contact us.Sincerely,My [redacted]Member Care Manager