Golden 1 Credit Union

I am rejecting this response because:The phone number given is not the correct number, I had to call the number on the back of the Golden One debit card to be told this. Although it is neither the banks fault or mines, $1,126.14 was taken out of my money in regards to this overdraft of $3,250.00, and a balance still remains of $2,123.86. This happened over a six month time period and the "Customer Care " stated that I have three months to pay back this amount before my account is sent over to Chex Systems and closed, they refused a payment plan option for me.

Please see attached-Thank you.

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 the Credit Union.  We apologize you have been met with such...

difficulty when attempting to rectify the payment issue you encountered.   In reviewing your interactions with our staff, I was not able to locate any discussion where an employee confirmed the first payment you attempted would not be processed.  While you spoke with multiple individuals in an effort to resolve this issue, I was able to confirm that two individuals attempted to assist you on March 5th, yet you did not accept their solutions and disconnected the calls.    We can understand how frustrating this situation must have been; however, we do not have the ability to send the funds back to your other institution electronically. The only option available to us is to deposit the funds into your Savings account. From there you would need to withdraw the funds and then make a deposit to your other account.  The payment was ultimately reversed on April 8th in response to a recall request received from [redacted]; since Allied processed the return, they were able to credit the funds to your other account.   We are sorry that you were not satisfied with the resolution options available, but we are glad that you eventually were able have the funds re-deposited at your other institution.  I have provided your comments to the business area responsible for our check-by-phone service so they may look into this process for future enhancements.  Once again, thank you for bringing your concerns to our attention.  We value your membership and look forward to restoring your faith in Golden 1.

Response:This is a amended follow up to the previous complaint. As agreed I paid 75 that is more then the 65 Golden1 requested in order to report my balance paid in full to chex systems as agreed. I have downloaded a copy of the letter Golden1 sent me to my home. Also here is a copy of the payment I made. MON Nov 02withdrawal transaction logo The Golden 1 Credit Union Withdrawal to checking account XXXXXX[redacted] 75.00As agreed please report to chex systems paid in full my first choice is remove my information from chex systems completely. Also please send me a confirmation so I know its being fixed. Thank you.

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 feel that the first time I was put through the person did not listen and was short and I felt cut off during the course of the conversation. In the near future, it would be helpful to provide some additional training on certain aspects of customer service over the phone.[redacted]

June 13, 2017
 
[redacted]
Victorville, CA 92394
 
 
Dear [redacted];   
 
Thank you for taking the time to contact the Credit Union concerning a
credit inquiry submitted by Golden 1 Credit Union. ...

Comments such as yours allow us the
opportunity to evaluate the level of service that is being provided across our
organization.
 
Research conducted shows a request for credit on the following dates:
 
05/31/2017
Golden 1 Credit Union over the phone loan application.05/31/2017
Golden 1 Credit Union over the phone loan application.06/01/2017
at Valley Hi Kia for an Auto Loan.06/01/2017
at Valley Hi Kia for an Auto Loan.
 
After a thorough evaluation of your application history, we have
determined that our inquiry complied with the permissible purpose provisions of
the Fair Credit Reporting Act as it was in connection with the above mentioned
request to extend credit.  We confirmed
that permission to pull credit was obtained at the time of application. 
 
Due to this confirmation, the inquiry will remain on your credit
report.  Thank you for bringing your
concern(s) to our attention and we look forward to assisting you in the future
with your financial needs.
 
 
 
Sincerely,
 
 
 
[redacted]
Dealer Services Fulfillment
Manager

May 27, 2016
 
[redacted]
 
 
Re: Account [redacted]
 
 
Dear [redacted],
 
I am writing in regards to your correspondence forwarded by
the Revdex.com to the...

Credit Union on May 23, 2016 regarding your
ATM deposit made on May 20, 2016.  
 
Your ATM deposit of $1177.07 deposited on May 20, 2016, was
placed on a 2-day hold.  I understand you
called our Contact Center after not being able to access the funds and an exception
was made by the supervisor to release the ATM hold.  Unfortunately, this exception was made without
verifying the check. Upon further review of the check, it was determined it was
a third party item, and was reversed out of your account. Golden 1’s policy of
not accepting third party checks has been in place since March of 2008. 
 
As a courtesy, we have reversed (3) three Courtesy Pay fees
for $82.50 and (2) two NSF fees for $55.00, which have been credited to your
account.  Please provide a statement for
any outside fees you may have incurred with your creditors and we will
reimburse you for those fees as a onetime courtesy. You can send the
statement(s) to the attention of [redacted], Supervisor of Deposit
Processing. His contact information is [redacted] or [redacted].  If you need to fax the statement(s) the
number is [redacted]. Once we receive your statement(s) your account will be
credited and we will provide you a letter for each creditor that was affected
by this transaction.
 
We genuinely appreciate you taking the time to share your
thoughts and concerns regarding your experience.  We apologize for the inconvenience you
experienced and value your membership.
 
 
 
Sincerely,


















[redacted]
VP,
Account Servicing

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 appreciate you all finally looking into this as this ha caused my life hell and ruined my credit. You are now doing what you should have done in the first place. I do not look forward to ever doing business with golden 1 against you all have horrible customer service associates and it should not take me going to the Revdex.com to make it better as I customer if I call and [redacted] you should have handled it in October . We are now in May and I have horrible credit. Thanks to the Revdex.com for all your help I so appreciate you guys !

September 6, 2016
 
[redacted]
[redacted]
[redacted]
 
 
 
Dear
Mr. [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 have been met with such difficulty while attempting to
transfer funds between your accounts.
 
When an
External Transfer is initiated, the funds are withdrawn from Golden 1 and
transmitted electronically through an Automated Clearing House (ACH) system to
the receiving institution.  Transfers
performed through the External Transfer service take approximately 3 business
days to complete.  I have reviewed your
current external transfer request and confirmed that the funds were deposited
into your account at [redacted] today, September 6th.   The transfer you requested on August 31st
was initiated on Thursday, September 1st at which time the funds
were withdrawn from your account. 
Transfers scheduled on Wednesday are normally deposited the following
Monday, but since Monday was a holiday, the transfer was scheduled to deposit
on Tuesday.  Your other institution will
not reflect the transfer until the funds are received.
 
While
researching this complaint, I found that transfers through our External
Transfer service used to take up to 5 business days to complete; however, our
service was upgraded in May and the transfer timeframe was reduced to 3
business days.  It is truly disheartening
that none of the employees assisting you by phone could provide you with the
correct timeframe.  I have shared your
comments with our Member Service Contact Center Management team so they are
aware of your experience.  They will
address your interactions directly with the employees involved; additional
training and coaching will be provided as needed.
 
To
address your desired settlement; unfortunately, we are not able to cancel a
transfer while the funds are in transit. 
Once the transfer is complete, the funds can be recalled and returned to
your account within 3 business days.  If
you would like to proceed with this course of action, please contact us at
[redacted].  I have noted your account
with information concerning this request to direct staff appropriately. 
 
Once
again, thank you for bringing your concerns to our attention and we apologize
for any frustration or inconvenience this situation may have caused.  We value your membership and look forward to
exceeding your service expectations during future interactions.
 
Sincerely,
 
 
[redacted] | Channel Administration
Golden 1 Credit Union

December 9, 2014        Mr. [redacted]  Dear Mr. [redacted]: Golden 1 Credit Union (the “Credit Union”) is in receipt of your complaint to the Revdex.com dated December...

1, 2014.  In the complaint you state that Credit Union representatives were unprofessional and that interdepartmental communication was non-existent.  You state that money was taken from the decedent’s account at the Credit Union’s discretion without a proper explanation to the estate.  You state that an explanation of the fund distribution was not given until eight months after the passing of the decedent.  You also state that the Credit Union informed you and the executor that it would only communicate with the executor; however, you, in your role as beneficiary, continued to receive collection calls.  And, finally, you state that the Sacramento County Probate Court contacted the Credit Union by telephone two times but those calls were not returned. A-05 (11-19-12)The Credit Union is very familiar with your case.  The Credit Union acted in a professional manner during all of its interactions with you and the former executor of the estate, Ms. [redacted].  The Credit Union was responsive to all telephone and e-mail communication.  The interdepartmental communication was handled expeditiously and calls were returned within the same business day with few exceptions.      To state that the Credit Union was not being responsive to the estate’s requests for an explanation of fund distribution (or the “offset of funds”) is not accurate.  On February 7th, 2014, the former executor, [redacted], requested mortgage statements and summaries for the decedent’s accounts.  The Credit Union satisfied that request by e-mail on February 7th, 2014.  On March 7th, 2014, the former executor, [redacted], requested the histories for the auto loans and cash accounts.  The Credit Union satisfied that request on March 10th, 2014.   It should be noted that an executor for the estate was not identified until November of 2013 and the requests for the mortgage statements, summaries and  account histories occurred more than seven months after the decedent’s passing on July 21st, 2013.  All requests for account activity were satisfied within three business days.  Additionally, the Credit Union never discontinued the monthly statements being delivered to the decedent’s address.  The monthly statements included the detailed transactions that occurred.   Your statement that the Credit Union would not communicate the decedent’s account information to the beneficiary is correct.  The Credit Union advised you on a number of occasions that it could not release information to you in your capacity as a beneficiary and that all communication must be made by and to the executor of the estate.  The Credit Union outlined its position in a January 14th, 2014 complaint response (which is attached for your review).  The collection calls referenced in your complaint were made to the contact number established by the estate.    At this time the Credit Union is unaware of any calls from the Sacramento County Probate Court. The Credit Union is a member-focused organization and strives to provide excellent service, integrity and respect in all of its member and non-member interactions.  If you have any questions, comments or require further clarification regarding this or any other matter, please do not hesitate to contact me.     Respectfully, [redacted]Manager, Member Care Loss MitigationE-mail: [redacted]

December 19,
2016
 
Ms. [redacted]
Auburn, California 95603
 
 
Dear Ms. [redacted]:  
 
This letter is in response to the request that you
submitted to the Revdex.com regarding your 2010 Toyota Camry auto
loan. You requested you would like the automated phone messages regarding the
payment of your loan to stop. Please
accept this letter as confirmation that your loan account has been removed from
the automated phone message system and any future collection calls will be initiated
manually by a Golden 1 representative.
 
As a reminder, your auto loan payment in the amount of $104.63
was due on November 25, 2016.  Unless
requested in writing, Golden 1 Credit Union will attempt to call you manually, while
your account remains in a past due status.
 
Golden 1 Credit
Union apologizes for any inconvenience this may have caused you.  Thank you for bringing your concern to our
attention. 
 
Sincerely,
[redacted]
Manager, Member
Care
Telephone:  [redacted]
E-mail: l[redacted]@golden1.com
 
 
 
 
 
 
 
 
 
December 23, 2016
[redacted]
Auburn, CA 95603
 
 
Dear Ms. [redacted],
 
The RevDex.com forwarded us additional information on December 16, 2016 in
regards to a transfer of funds from your account and removal from the Courtesy
Pay Program. Your correspondence was forwarded to me for response and
resolution.
 
A letter was sent notifying you that your
account ending in [redacted]695 was no longer eligible for the Courtesy Pay Program. Periodically
we perform systematic reviews of the Courtesy Pay Program to verify each
account still meets the eligibility requirements of the program.   Due to your loan being delinquent more than
30 days, your account was no longer eligible for this program. 
 
On December 15, 2016 a transfer was made from
your checking account in the amount of $93.29 and placed on the loan to bring
it current.  This action in turn
re-qualified you for the Courtesy Program. 
 
Your auto loan is now current and the payment cannot
be reversed. As a courtesy we have reimbursed the $29.50 ACH insufficient funds
fee and placed it back into the checking account. 
 
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,
Kathy Flynn
Vice President, Account Services

We received your complaint letter dated April 6, 2016 regarding the repossession and sale of your 2007 [redacted] Patriot. Your letter makes the following allegations: Golden 1 failed to provide adequate written notice of intent to dispose of a motor vehicle.Golden 1 failed to provide adequate...

notification of your right to redeem the vehicle.Golden 1 failed to provide written notice that you would be responsible for any remaining deficiency balance after the sale of the vehicle.Golden 1 acted in a commercially irresponsible manner regarding the sale of your vehicle.Golden 1 incorrectly reported your account date to the credit bureaus. Our records indicate on December 17, 2013 you spoke to a representative to arrange the voluntary surrender of your vehicle. The notes state we discussed the deficiency balance process and informed you that you would be responsible for any remaining balance after the auction sale of your vehicle. On January 1, 2014 your vehicle was voluntarily surrendered to Golden 1. On January 3, 2014 a Notice of Intent to Sell Property (NOITS) was sent to the address on your account via registered mail (enclosed). You signed for the NOITS. The NOITS clearly provided notice that: 1) Golden 1 intended to sell your vehicle; 2) you had a right to redeem prior to the sale deadline; 3) you would be responsible for any remaining deficiency amount. On January 28, 2014, your vehicle was sold at an auction in a responsible manner. When you purchased your vehicle it had 51,000 miles and [redacted] value was $16,052; more than your loan amount of $15,034.52. Your car was sold at auction with 149,572 miles. The wholesale value of your car at auction was $3,775, but the final sales price obtained was $5,100, which was applied against your outstanding amounts owed. On March, 12 2014, Golden 1 mailed to you a deficiency balance letter (enclosed) that itemized the sale of your vehicle and how proceeds were applied to you loan balance. You are still responsible for the deficiency balance of the vehicle consists of $7,784 in principal, as well as $161 interest and $530 in repossession costs. Golden 1 verified your account is being reported correctly to the credit bureaus. Further, the credit union is required to report accurately to the credit bureaus, so it cannot delete the trade line as requested. The handling of your account is consistent with our policies and all regulatory requirements. If I may be of any further assistance, please do not hesitate to contact me. Sincerely,[redacted]Manager Member Care SupportGolden 1 Credit Union[redacted]

June 22, 2017
 
[redacted]
Victorville, CA 92394
 
 
Dear Mr.
[redacted],
 
We are in
receipt of your rebuttal to our response issued through the RevDex.com on June 21, 2017. To summarize, you believe the response provided by the
Credit Union contained incorrect information and ask that proof is provided for
the inquiries on your credit report. 
 
We have reviewed
your call with a Member Solutions representative on May 31, 2017. During your
call, an application was obtained for a Personal and Vehicle loan.  The employee obtained your permission to
access your credit report before beginning the applications.  You discussed a Personal loan in the amount of
$4,000 with a repayment term of 48 months. 
When entering the application, the employee made an error and entered the
amount of $48.00, instead of $4,000.00. We confirmed the application for the vehicle
loan was entered shortly after for the amount of $5,057.55. 
 
On June
1, 2017, Valley Hi Kia submitted two vehicle loan applications to Golden 1
through the Credit Union Direct Lending (CUDL) program. Both applications
containing your personal information, were submitted for the purchase of a 2013
Honda Odyssey. Our records indicate the loan amount on the applications were , $19,204
and $11, 527.  The original credit report
obtained through Experian on May 31, 2017 was used to process the applications.
 
We have
confirmed only 1 credit report was obtained and used for our decisions on all
four aforementioned requests to extend credit. 
Based on our decisions, separate Adverse Action notices were mailed to
you, which contain detailed information of each loan, as well as the reason for
denial. 
 
We have re-confirmed
that our one inquiry complied with the permissible purpose provisions of the
Fair Credit Reporting Act. Thank you for bringing your concerns to our
attention.
 
 
Sincerely,
 
 [redacted] | Channel Administration
Golden 1 Credit Union
[redacted]

[redacted]
Fresno,
CA  93704
Re:         Credit
Card ending in [redacted]
Dear Ms. [redacted],
 
On June 5,
2017, we received your complaint filed with the RevDex.com. This letter is in...

response to your complaint. To summarize,
you are concerned that Golden 1 has not posted payments that you have made and
therefore incorrectly reported information to the major credit reporting
agencies.  As a result,
an
in depth review of the payment history and the information reported
to the major reporting agencies has been completed.
Our
records indicate that there were no payments made between
July 5, 2016 and September 21, 2016, on the credit card referenced above. This resulted
in the reporting of a 30-day late payment to the three (3) major credit-reporting
agencies.  We have reviewed your other accounts
and are unable to identify the $1,000 you state was misplaced.  We also reviewed our complaint logs and are
unable to identify any previous claims filed by you or on your behalf.  I attempted to contact you at the telephone
number provided but I was unable to reach you. In addition, I was unable to leave a message
because the voicemail box was full.
 
We are happy to review any additional documentation
you may have to assist us with our review, such as a copy of a cancelled check.  To proceed, please send the items to me
directly at the address provided at the top of this letter. Additionally, if you would prefer to discuss
this matter by phone, feel free to contact me directly at [redacted].
 
 
Sincerely,
 
 
 
[redacted]
Golden 1 Credit Union
Manager, Consumer Loan Servicing

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 levels of service provided across the organization. I am writing in response to your correspondence with the Revdex.com regarding an unauthorized check that cleared your account and you’re seeking reimbursement for the check. Your correspondence was forwarded to the credit union on December 12, 2016 for response and resolution. From your correspondence, we understand you were provided with inaccurate and inconsistent information when inquiring about when you would be receiving credit for the unauthorized check for the amount of $ 299.63, which was debited from your account on November 18, 2016. I sincerely apologize for you experience in trying to resolve this matter. A credit was posted to your account for the full amount of the check in the amount of $299.63. As a one-time courtesy, we reversed $29.50 for a Courtesy Pay fee that was charged to your account on December 7th, 2016. 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] Vice President, Account Services

I just want to say THANK YOU for responding so promptly to my complaint. It was the 1st time I've contacted you. Not only did I get my money back, but Golden One Credit Union called me & deeply apologized for the fraud charges and mistreatment from their customer service department.
Thanks to...

Revdex.com of Northern CA, I never closed out my account because justice was served.
Keep up the great work!

May
26, 2017
[redacted]
[redacted] 
Sacramento,
CA 95834
 
 
Dear
Ms. [redacted],
 
I am writing in response to your rebuttal with
the Revdex.com received on May 25, 2017.  To summarize, you would like to arrange a
payment plan with Golden 1 for the remaining balance of $2,123.86.
 
On Thursday, May 25, 2017, you had a
conversation with [redacted], manager of Item Processing. You acknowledged your
responsibility to pay back the funds erroneously deposited to your account and subsequently
withdrawn by you. During the call, a
request was made to arrange a payment plan.
 
In an effort to assist, Member Care representative
[redacted] attempted to contact you the morning of May 26, 2017, and
left a message.  For further assistance
with your payment plan request, please contact [redacted] at [redacted].
 
We apologize for any
frustration this matter may have cause.
 
 
Sincerely,
 
 
 
[redacted]
Vice President, Account
Services

Hello [redacted],Thanks again for the call yesterday afternoon which allowed for me to clarify the situation.  Listed below is what are considered as incorrect penalties assessed and should be credited for resolution.  I would also like to clarify that what I am seeking as reimbursement is not intended to be "pocketed" for my own leisure.  It is my full intention to have whatever could be credited to go directly to the business and bring the mortgages current.  As soon as resolved, I am ready to make payment.I am seeking:-A detailed description of the late fees assessed since the decedent's passing on July 21,2013 (late payment fees, attorney fees, processing fees, etc.)Reasoning:I wrote checks from my personal account for several thousand dollars to keep the properties from going into foreclosure.  I paid to stop the foreclosure process that began after the business knew of the decedent's passing and months before requested information was provided.  I was told to write a check for a specified amount, but received no receipt or official documentation for the paid.  I have requested the information twice and have not received the information yet.-Reimbursement, credit or waiver of the fees assessed while trying to get this matter resolvedReasoning:The reason why these resolutions are considered fair and necessary at this point is because penalties were being assessed while valuable information was being requested by the estate.  The courts of the State of California recognizes the executor with the responsibility to protect the estate in the best interest of the deceased and beneficiary/beneficiaries.  The absence of necessary information and communication impeded the executor's ability to make accurate assessments of the account activity regarding the assets and liabilities.  The explanation of nearly $20,000 in funds several months after requests is inexcusable from the perspective of the estate.  As such a large amount of the decedent's assets were unaccounted for, it raises speculation from the estate as to how much more funds had to be shoveled out in hopes the business would eventually provide a detailed accounting of current and past activity.  This detailed accounting of the nearly $20,000 did not come until March 10, 2014, nearly eight month's after the decedent's passing, eight months after the business closed the account, and four months after the court-appointed executor requested all information.The estate is still seeking resolution and has informed the business of the estate's intentions to pay the past due amount once the unnecessary fees are addressed and resolved.  Due to a lack of communication and understanding, the estate is still incurring fees while trying to point out the multiple unresolved problems.  I requested the help, trust, and professionalism of The Revdex.com in efforts to expedite resolution and value to my concerns.  As stated on the phone, by simply paying any late fees during this debacle, it would send the message to the business that it was okay to withhold, ignore, and penalize during a period when the estate is trying their best to protect the legacy of their loved one.  This is in hopes that future individuals have their matters addressed with better communication, courtesy, professionalism and respect.If there are any questions, please do not hesitate to contact me again.  I will gladly provide any information that will allow you to better resolve this matter.Regards,[redacted]###-###-####

We received your rebuttal letter dated April 18, 2016 which included your request to settle the deficiency balance for 30% and delete the trade line regarding the repossession and sale of your 2007 [redacted] Patriot. Your claim the Notice of Intent to Sell (NOITS) was not received by you because you live in Elk Grove and it was mailed to an address in Galt. The NOITS was mailed to the same post office box address in Galt that you listed as your mailing address on your loan application. The signature of the certified return receipt matches your signature that you submitted with your Revdex.com complaint. As previously stated in our last communication April 15, 2016, the NOITS clearly provided notice that” 1) Golden 1 intended to sell your vehicle, 2) you had a right to redeem prior to the sale deadline and 3) you would be responsible for any remaining deficiency amount. Golden 1 certified your account is being reported correctly to the credit bureaus. Further, the credit union is required to report accurately to the credit bureaus, so it cannot delete the trade line as requested. Golden 1 is willing to accept your offer to settle the deficiency balance of $8,475 for 30% or $2,542.50. This amount must be received by May 6, 2016. Once payment is received and posted to the amount, we will update the trade line to reflect a settlement on the amount.The handling of your account is consistent with our policies and all regulatory requirements, if I may be of any further, please do not hesitate to contact me. Sincerely, [redacted]Manager Member Care SupportGolden 1 Credit Union[redacted]

December 22, 2014 Mr. [redacted] Dear Mr. [redacted]: Golden 1 Credit Union (the “Credit Union”) is in receipt of your rebuttal to the complaint response via the Revdex.com dated December 18, 2014. In the rebuttal you state that Credit Union representatives were either slow to respond to or ignored communication from the Executor identified as Susan Bohlken (and the Beneficiary identified as [redacted]). The Credit Union firmly asserts that it was responsive to all communication from the Executor of the Estate of Loretha Ford and the rebuttal to the Credit Union’s response and the attachment does not contradict this assertion. The Credit Union politely communicated to the Beneficiary on a number of occasions both telephonically and in writing that it was unable to discuss account information to you the Beneficiary. It was evident that the Beneficiary was discouraged by the Credit Union’s response(s) and persisted to contact other parties in the Credit Union unfamiliar with the case in order to glean information. It should be further noted that the attachment intended to support the claims in the rebuttal actually prove the Credit Union’s assertion that correspondence was not initiated by the Estate of Loretha Ford until the middle of November, 2013. The earliest e-mail included in the rebuttal attachment occurred on November 19, 2013. The Credit Union has maintained throughout the dialogue that the Executor of the Loretha Ford Estate was not identified until several months after Ms. Ford’s passing and that it responded immediately to the Executor’s requests when those requests were submitted. The Credit Union provides a summarized timeline of all communication: Date Communication November 15, 2013 The Credit Union received and forwarded the Executor’s court authorized appointment for the Estate of Loretha Ford to its servicer, [redacted], on the same date. November 18, 2013 The Credit Union received an e-mail from the Executor for a teleconference. November 19, 2013 The Credit Union received an e-mail from the Executor advising that [redacted] had no record of the authorization. November 22, 2013 The Credit Union received a status request for the mortgage accounts from the Executor. November 25, 2013 The Credit Union provided the Executor with a status of the mortgage accounts. November 26, 2013 The Credit Union advised the Executor that [redacted] would mail the mortgage statements; it was subsequently verified that the statements were sent. December 8, 2013 The Credit Union e-mailed copies of the equity statements to the Executor. December 9, 2013 The Executor requested statements to be sent directly to the Beneficiary. The Credit Union advised that it could not comply with the request; and, informed the Executor that all statements would be sent to the Executor – the forwarding of the statements to the Beneficiary was the Executor’s responsibility. December 27, 2013 Beneficiary files a complaint with the Credit Union. January 14, 2014 The Credit Union responds to the Beneficiary’s complaint via e-mail. [Note: The Credit Union responded as a courtesy although the Beneficiary had no rights to act on behalf of the Estate and no rights to the the information contained in the decedent’s accounts.] January 31, 2014 The Executor contacted the Credit Union for online access to the accounts but was advised that access was revoked due to the charge-off of the equity account. February 5, 2014 The Executor requested a change of address for the monthly statements; the request was processed the same day. February 7, 2014 The Executor requested and was provided copies of notices mailed to the subject property. March 10, 2014 The following was mailed to the Executor by request: • Statements for Checking, Savings and Money Market accounts from July 1, 2013 to November 20, 2013 • Copy of the Notice of Repossession for the 2005 Jaguar S Type dated November 20, 2013 • Payoff Demand Letter for the 2005 Jaguar S Type good through March 31, 2014 • Copy of the Equity Visa statements from July 2013 to September 2013 for the property located at 4311 Malay Drive, Sacramento, California 95841 • Copy of the Deed of Trust and Attachment A for the property located at 4311 Malay Drive, Sacramento, California 95841 • Copy of the Equity Visa statement from July 2013 to December 2013 for the property located at 6344 Port Gibson Port, Citrus Heights, California 95621 • Copy of the Deed of Trust and Attachment A for the property located at 6344 Port Gibson Port, Citrus Heights, California 95621 March 12, 2014 Printouts of the total amounts due for both the Malay and Port Gibson properties e-mailed to the Executor. March 13, 2014 Copies of the Default Letters e-mailed to the Executor. March 17, 2014 E-mail received from the Beneficiary requesting how funds were distributed [Note: The Beneficiary’s e-mail ignores the January 14, 2014 instruction that the Credit Union would not communicate account information to any party other than the Executor.] The Executor was advised to contact the Beneficiary and remind the Beneficiary that the Credit Union will not communicate with anyone other than the authorized party, the Executor. March 19, 2014 The Executor requests and receives a copy of the Credit Union’s Account Disclosure policy. March 28, 2014 Request to waive all fees on the auto loan from the Executor is denied. April 16, 2014 The Executor requested assistance with the Credit Union’s servicer, [redacted], for a check-by-phone transaction. The Credit Union contacts [redacted] and arranges the check-by-phone transaction as instructed. The Executor advised that the properties would be transferred to the Beneficiary in approximately three to four months and the Beneficiary was instructed by the Executor to make arrangements to bring the accounts current. June 30, 2014 The Executor advised that she is still receiving collection calls. The Executor was advised that so long as the Credit Union accepted less than the amounts due on the accounts and the accounts had outstanding balances owed – the collection calls would continue. August 5, 2014 The Executor was advised that August was the last month the Credit Union would accept anything less than the full balance owed. August 27, 2014 The Credit Union instructed [redacted] to accept the Executor’s August payment. November 6, 2014 The Credit Union contacted [redacted] Client Services to forward the court appointment of Beneficiary to Administrator with Will Annexed, recorded on October 27, 2014, and to grant access to account information as an authorized party. The Credit Union maintains that it acted appropriately and that the complaint and its rebuttal to the Credit Union’s response is without merit. Finally, it should be noted that the Credit Union continued to send the monthly statements to the decedent’s address without interruption, and that the Executor and Beneficiary had access to those statements. The Credit Union considers this matter now closed. If you have any questions, comments or require further clarification regarding this or any other matter, please do not hesitate to contact me directly. Respectfully, [redacted] Manager, Member Care Loss Mitigation E-mail: [redacted] Telephone: ###-###-####