Golden 1 Credit Union

Review: This is my complaint.1. January 2015 I requested a chexsystems report dated January 28,2015 due to being denied a checking account.Golden 1 Credit Union Date Reported 06/05/2014 Reported For Non Sufficient FundsOriginal Charge Off Amount 674.14Closure Status Unpaid2. January 2015 and June 2015 I printed out my statements from Golden1 online. As I knew the negative balance was wrong. 3. June 3, 2015 I sent a letter with tracking and return signature and copies of my statements requesting them to mend my report with Chex Systems. I received the card with a signature from the post office. No replies no answer no explanation.Asking them to please remove this negative information. At the time I was going through a personally hard time in my personal life as my husband had left me. Now im trying to fix my report so I could open a checking account.4. From 05/01/2014 To 05/31/2014Free Checking (9) Beginning balance May 01, 2014 . . . . . . . . . . . . . . $ -737.64Total deposits and other credits . . . . . . . . . . . . . . . . . . . . . $ 337.50Total withdrawals and other debits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $ 220.00Dividends earned this period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $ 0.00Ending balance on May 31, 2014 . . . . $ -620.14From 06/01/2014 To 06/30/2014Free Checking (9) Beginning balance June 01, 2014 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $ -620.14Total deposits and other credits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $ 675.14Total withdrawals and other debits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $ 55.00Dividends earned this period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $ 0.00Ending balance on June 30, 2014 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $ 0.00Desired Settlement: I am asking Golden1 Credit Union to please mend and fix the information they have and chexsystems has regarding my closed account with Golden1 Credit Union. Please give me a confirmation either in email or mail form for proof. I would really appreciate your sincerity and help in this matter. Thank you.

Business

Response:

[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]

Business

Response:

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]

Consumer

Response:

I am rejecting this response because:I do not accept your response as I said I have statement and have made deposits which should have been subtracted. Here is a copy proof of the response from Golden1 regarding this checking account. Even though I dont agree with owing a balance of 65.00 im willing to pay that to have my name cleared and removed from chex systems. if you agree please let me know. I have taken a picture of the message and included it.

Review: Purchased a vehicle in September 2014 and financed it through Golden 1 however, the loan should not have gone through as the dealership provided, and Golden 1 accepted, a copy of a fraudulent title (which was discovered months later). I've been making payments on a vehicle that is not registered in my name and Golden 1 continues to put this back on me and they are not taking any responsibility for granting my loan with a fraudulent title. The dealership who has the title is refusing to release it (I'm assuming because the dealership I bought it from, who is now out of business, did not pay them for the vehicle) and Golden 1 can easily resolve this by purchasing the title from them.Desired Settlement: My desired resolution is either 1) Golden 1 refunds my down payment and payments made on the vehicle and in exchange I will turn the vehicle in to them, or 2) Golden 1 purchases the title.

Business

Response:

July 20, 2015 [redacted] Dear [redacted], I am writing in response to the compliant that you filed with the Revdex.com (Revdex.com) on July 16, 2015 regarding the title and registration on the vehicle in which you have a loan with Golden 1. I wanted to let you know that we have been diligently working to get this issue resolved. As you are aware the title that we accepted in good faith did turn out to be altered. We are working with a Department of Motor Vehicles Investigator as well as contacting the insurance company for the dealership to either get a perfected title/registration or proceeds to pay off the loan. We understand your frustration and are doing our best to get this resolved as quickly as possible. I am very aware of the situation and I am monitoring it closely. If you have questions about this please feel free to contact me directly at ###-###-####. Sincerely, [redacted] Manager, Loan Servicing

Business

Response:

This response provides a status update on a situation the Credit Union is already aware of and working on to resolve.

Consumer

Response:

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.

Review: Golden One Bill Pay systems is not working correct. I sent an electronic payment of $211.64 on 2/2/2016 to [redacted]. Just to come and find out that somehow my payment was sent to [redacted] with an account # [redacted], account that is not even real! in the right state of mind, if one asks themselves, why would I send my payment to a fictitious account number that I had never entered in the only bill pay! instead of making things easier Golden 1 bill pay has become more difficult and not user friendly. Now I am being charged $21.14 late fee by the [redacted] and I cannot get my money back from [redacted] co because this account does not exist. If I had a [redacted] bill due for my other property, I would have sent it under the right account which is my bill pay already, I would not go in and enter a new bill pay for [redacted] with a fictitious account that does not exist [redacted]Desired Settlement: I want my $211.64 payment restored in my account ASAP plus the late fee of $21.14 that [redacted] is charging me right now!

Business

Response:

March

3, 2016

Dear

[redacted]:

We are in

receipt of the form you recently submitted to the Revdex.com. In

the form, you stated that a payment was incorrectly sent to [redacted] on February 2, 2016. We want to apologize for any inconvenience that

this has caused you.

We reviewed

your bill payment history and confirmed that the payment to [redacted] for account [redacted] was sent in accordance with the instructions

entered on the bill payment system. It is the member's responsibility to ensure

all biller information is accurate when scheduling a payment. The bill pay

service does not validate the biller account number entered.

As

a courtesy, we have credited $21.14 to your Golden 1 account to offset the late

fee you incurred with [redacted]. We also contacted Golden State

Water Company in order to initiate a refund; however, we were informed that

this payment was credited to an open account you currently have with this

biller, account [redacted]. In order to initiate a refund, [redacted] is requiring that you contact them directly.

If

you have any questions or additional concerns, please feel free to contact us.

We again apologize for any inconvenience you have experienced. We know you have

many choices for your financial services needs and we appreciate that you have

chosen Golden 1.

Sincerely,

Vice

President, Account Services

Golden

1 Credit Union

Review: G1 continues to fleece my checking account for unnecessary fees that are done by their manipulation of the timing of debits and credits. Cust Serv NO

Manipulation of the timing of credits, deposits and debits to collect fees for their own financial gain.Desired Settlement: Reversal of over 10 NSF fees, and repair of my credit and reputation with my creditors

Business

Response:

Business' Initial Response

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 organization.

As explained to you in the letters sent on June 28, 2012, and September 19, 2012 as well as an email correspondence on September 10, 2012 it is Golden 1's policy to pay items when received from the originator or depositor, with the exception of Automated Clearing House (ACH) Debits which are held until their specific settlement date, as required by Federal Regulation E. In the case of debit card transactions, an initial approval will be provided for a transaction and the funds held, however, the transaction will ultimately post to the account once the merchant submits the transaction for payment. The initial hold will then be released. As has also been explained to you by Retail Administration and the Member Service Contact Center on multiple occasions the fees that have been charged to your account were in fact accurate and we have provided courtesy reversals on several occasions totaling $182.00 since your account was established in June of 2012.

Furthermore, we post ACH credits/direct deposits when they are received, rather than waiting until the settlement date. This is to the member's advantage, but can only be done if we receive the ACH credit prior to the settlement date. This information was detailed in the Member Service email correspondence on January 2, 2013. It was also suggested to you in the response to contact Social Security if you are concerned about the settlement date provided to us.

To respond to your additional comments regarding negative reporting; our records do not indicate that we have submitted any negative reports to any credit bureau or reporting agency regarding your accounts. We have contacted ChexSystems, Equifax, Experian, and Trans Union to confirm, and discovered that there are no reports from Golden 1.

Once again I am sorry you feel that you have been treated unfairly, however, as detailed above and in previous communications, transactions (debits and credits) are not delayed for posting. If the funds are not available in your account at the time a transaction is presented for payment you will continue to receive an insufficient funds fee no matter the size of the transaction.

Please let us know if we can be of further assistance with any additional concerns that you may have.

Sincerely,

Retail Administration Department

The Golden 1 Credit Union

[redacted]@golden1.com

Review: I have a line-of-credit loan with Golden 1, account #[redacted]. On November 19, 2015 I requested a withdrawal from it by cashiers check for $800.00 to be mailed to me. After several days I did not receive a check in the mail so I contacted Golden 1. They told me I had to wait 10 days before they could put a stop-payment on it. Due to the Thanksgiving holiday, the 10th day fell on December 4, 2015. I called them to ask for the funds of $800 to be put into my savings account instead so I could withdraw the money at an ATM. Now they tell me I have to wait 90 days for the funds. I confirmed that the 10 days is industry standard to wait to see if a cashiers check is negotiated before issuing a stop payment, NOT 90 days. I need this money. Please resolve.Desired Settlement: Please put $800 into my savings account.

Business

Response:

December

15, 2015

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,

Federally insured by NCUA.

Review: I made a payment on my account on February 27, 2015. I commonly make the payment using the online payment system. The payment system was not working properly and transferred me to a customer service agent the customer service agent, guaranteed be that the payment was not deducted, and processed the payment herself. Looking at my account the payment was deducted twice on the same day for $500.00. I have been on the phone for an hour trying to get the payment reversed. I have at this point spoke to six different people, I keep getting passed around, because nobody know what they are doing. I am being told the money can be put in a savings account and applied to next months bill. Then how am I suppose to pay my other bills. Golden 1 made the error, yet they are refusing to return my money.Desired Settlement: I want the money put back in my checking account.

Business

Response:

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.

Review: Hi, I had a checking account at Golden One Credit Union. I had $1100.00 electronically deposited into my account. I with drew the money and closed my checking account, but still had my savings account. I closed my checking account on or around Sept.22-24, 2015, I went into he bank today to tell them I forgot about a check I wrote and the teller told me I was $1100.00 overdrawn. I said how can that be, the teller advised me that the electronic debit reopened my account. I said how can that be I closed my account, the teller well it did. Now I am $1100.00 overdrawn. This is wrong I closed my account. When you close your account, it is closed. Please I need your help. As far as I know if you close your account it is closed and if I wanted to open it back up I wouldn't be able to I would have to start a brand new account. Please help me, this is wrong. Thank you and I look forward to hearing from you soon. Eric JonesDesired Settlement: They shouldn't have paid the electronic debit. They should have denied the electronic debit. I would like my account at a zero balance like I had it it and for my account to be closed like I had it. Thank you.

Business

Response:

[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

Consumer

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]

Business

Response:

October 15, 2015[redacted]Dear [redacted],I am writing in response to your rebuttal sent to the Revdex.com on October 08, 2015. I understand you are dissatisfied with our response. You claim you did not make a mobile deposit and the transaction that reopened your account was an ACH deposit from Cash Net.We have doubled checked our facts in the previous correspondence and we confirmed there was a mobile deposit posted to your account on September 22, 2015, in the amount of $1,186.10, which we have a copy of in our possession. As stated previously, an ACH deposit from [redacted] was the cause of reopening your account. We do not see an ACH deposit from Cash Net.We have been unsuccessful in reaching you by phone. Please call [redacted] at [redacted] or e-mail her at [redacted], so she may discuss your concerns regarding the account activity that caused your checking account to be reopened and then become overdrawn. We genuinely appreciate you taking the time to share your thoughts and concerns regarding your experience with your checking account. Sincerely,[redacted]Vice President, Account Services

Review: I have been a customer with this bank for many years, Yet at that been very loyal. As long as I have been with them I have never in my life made any late payments, with them or any other company as my credit report will prove this. last year I decided to ask for a credit increase on my credit card. with this said I got an increase and the bank sent me a new card. I never received it so I had to go to a branch to find out what happened. they issued a new card and mailed it to me. I finally use the card for the first time. a few weeks to a month later I go online to pay my bills like I usually do. I log in to golden1 website and attempt to pay my bills, as I look on my credit card , it shows $0 is due. I figured that I used my card and the transaction landed in the next month billing. so next month comes around and I log back into my account again to pay my bills and notice the credit card still shows $0 is due. I then call customer service and explain the situation. Looking into it, we figured out that the online system hasn't updated my new card in the online system, She then tells me that my credit card payment is past due. I went ahead and paid it. a few months pass and I decided to pull my credit and notice I have received a 30 day late. I was furious and called the bank and with no lack of helping me, they tell me to write a letter and explain the situation and mail it in. apparently they do not save notes on customer calls unless its the collection department. and no proof of my call. I went ahead and did as they told me , for me to get a letter back stating that there was no error and that they are not removing the late. With the history I have with this bank and proof of perfect payment history and proof from a current credit report showing my credit history. This is totally a bank error and they need to make it right.Desired Settlement: I ask you to please remove the 30 day late off my credit card payment history as it hurts my credentials. please look into this as I feel, the way I have been treated is not right for a person that has been doing business with you for years,

Business

Response:

July 31, 2014 [redacted] Dear Mr. [redacted], I am writing in response to your concerns addressed to the Revdex.com of California regarding your Golden 1 account. Your correspondence cites you were not successful in your efforts to resolve a 30 day late payment on your credit bureau as reported by Golden 1 on your Platinum Visa account. We have determined the 30 day late payment in question was caused by a Golden 1 error, we have updated your credit report and removed this late payment. We recognize that you have many choices when it comes to financial services. We appreciate your decision to place your business and trust with Golden 1. I appreciate the opportunity to respond to you and I hope I have addressed your concerns. If I may be of further assistance, please do not hesitate to call me at 916-733-5464 or by email at [redacted]. Sincerely, [redacted] Vice President Account Services

Review: Call Center Rep [redacted] employee #XXXXX refused to assist me and laughed at me while I was explaining to him the nature of my phone call

I am writing to inform you of the level of service I received today from call center employee [redacted] (Employee #XXXXX) I phoned in on 10/21/13 at approximately 5:40pm and began to explain to [redacted] what issues I was having. He chuckled while I was explaining what I went through this past week, but I acted as if I didn't even notice his laughing. He then began to authenticate my account by asking me the following;

My full name, which I answered satisfactorily

My mothers maiden name, which I answered satisfactorily

How my last deposit was made, which I answered satisfactorily

At this point [redacted] chose to go back and ask for my mothers maiden name again which I answered in the same fashion as I have always done since 2006 when I opened my account. He replied with, "I'm sorry we have something else on file" I immediately asked for a supervisor because [redacted] obviously didn't want to assist me and he was trying to find any way to avoid helping me. Supervisor [redacted] (employee #XXXXX) took over the call and asked for my mothers maiden name which I answered again. [redacted] asked me if I could spell it because maybe it was a phonetic issue. I explained to [redacted] I've been a customer since 2006 and have never had to spell my mothers maiden name and I have no accent whatsoever. [redacted] ultimately answered the initial issue of my call but when I requested the procedures to put in a formal complaint about [redacted] he only offered me the option to write a letter to a PO BOX. Ms [redacted] I hope you have the ability to pull up the phone call and listen to your employee laughing at me. There are things you can do to improve the performance of employees but this is simply not a training issue. I hope to never experience this type of service at Golden 1 again.Desired Settlement: Find a way to ensure patrons of your Credit Union are treated with some sort of dignity and respect. What [redacted] has done is not anything you can improve with training. He simply needs to be fired unless you condone your employees laughing at your patrons and finding any excuse to not assist them.

Business

Response:

Initial Business Response

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 being provided across the Golden 1 organization. I've reviewed the situation you described and I would like to sincerely apologize for the difficulties you encountered when speaking with representatives in our Member Service Contact Center.

We take the security of our member's accounts very seriously and have established several verification measures within our Contact Center to protect member information. Our employees are required to ensure the answers to verification questions exactly match the information on the account. Unfortunately, employees are instructed not to continue with a call until all verification questions are complete. I do apologize for the frustration you experienced during your interaction with the Member Service Contact Center. Please be assured we consider this a serious matter and that the situation will be fully addressed by our management team.

Thank you for bringing this issue to our attention. We value your longstanding membership and look forward to the opportm1ity to exceed your service expectations in the future.

Sincerely,

[redacted] Vice President Member Service Contact Center Golden 1 Credit Union Lmasters@golden !.com

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Ms [redacted] I am very disappointed in your response. It is a very cookie cutter response which has very little substance. Did you listen to the call?

You stated, "We take the security of our member's accounts very seriously and have established several verification measures within our Contact Center to protect member information." Well, Ms [redacted] I take security and verification of my account Very Seriously as well. My issue has to do with Golden One Member Services Rep [redacted] (employee #XXXXX) refusing to help me after I successfully answered all verification questions. My question to you Ms [redacted] is did you spend 10 minutes of your time and listen to the call? If you did then I doubt your reply would have been so generic in nature. You would have heard your employee laughing while I was explaining my issues? You would have heard your employee ask for my mothers maiden name and accept the answer I gave him. Then you'd hear him ask for how my deposits are made and he accepted that answer, but then he returned to my mothers maiden name again. If I didn't answer the question successfully the first time around then the call would not have progressed any further. If he was interested in helping me he would have asked me to spell my mothers maiden name instead of just stating "it seems as if we have something different on file" Ms [redacted] if you choose to hold a position that Golden One Member Services Rep [redacted] (employee #XXXXX) did the right thing then you are also stating that all of the Golden One Member Services Reps over the last 7 years who have verified my account many times failed to do it correctly.

Ms [redacted] this is not a correctable issue. This is not a problem where [redacted] can go through a few hours of training to improve a skill. He simply was rude, disrespectful towards me, and refused to do his job. So rude in fact I wrote a letter to the CEO [redacted], sent a copy to the Call Center Manager, and placed this claim with the Revdex.com. If you plan to keep [redacted] on staff there at Golden One Credit Union I would like to know so I can take my business elsewhere.

Final Business Response

November 6, 2013

[redacted] Road

[redacted] CA XXXXX-XXXX

Dear Mr. [redacted],

Your comments to the Revdex.com regarding the Credit Union's response to your original communication have been returned to me for review and reply.

I am truly sorry that you found my response disappointing. I would like to emphasize that we are taking this matter very seriously and I do apologize that this was not the impression you received from my initial response. I assure you that I listened to the recorded call as did the department managers and it was determined that the interaction was indeed unacceptable. As stated previously, this matter will be fully addressed by our leadership team and the appropriate corrective action taken. Unfortunately, I am not able to discuss performance issues and specific corrective measures as this is confidential information about the employee.

Once again, I apologize for the frustration and disappointment you experienced due to this interaction with our Contact Center. We value your membership and hope to have the opportunity to restore your faith in Golden 1.

Sincerely,

[redacted] Vice President

Member Service Contact Center

Golden 1 Credit Union

[redacted]@golden1.com

Review: I do not agree with the charge withdrew from my golden 1 checking account for 450 for a loan process that was denied because they didn't to a correct job. The denial said it was because of insufficient income? I send my tax form from 2003 with my ADJUSTED INCOME OF 16,000 a year not my GROSS income, base on this they denied without letting me explain, I was working before as Medical Assistant making around 32000,no sense to change to a job as Certified Medical Interpreter to make 16k per year.Income basic question that has to be done at the beginning to start with a loan, If the loan advisor who knew my job, income, should told me that there is no way a can prove my income with checks as independent contractor, I should never agree to continue with the process, it was the opposite, having an excellent credit of 782, she make me think it was going to be approve with no problem but just in case myself reject the loan I will have to pay 450 but not to worry about this. My loan was denied mainly for insufficient income, which is not true, they did not request or ask so I can clarify. Other DISCREPANCIES:Too many accounts open? I only have 4 and I don't owe much at those accounts, I'm very good at doing my payments on time to avoid interest. At best buy, I have 6 months to pay without interest so I'm not in a hurry to pay in total and I asked [redacted] and she told me that it was fine to have these accounts for good credit.I have several emails, I sent to Edgar Buenrostro (Loan processor) that he never responded back including the request of the new appraisal, never send to me.I received documents to sign electronically in 12/12 but I told them I want them written and to send them by mail, which they never did.12/15/14 I received an email about a probable credit of 375 for closing cost.And, just suddenly I receive another email 12/16 were the loan was denied by the underwriter. And in 12/23 they withdraw 450 from my golden checking account. Appreciate attention to this matter.Desired Settlement: They didn't give me time to dispute denial, no attention about my Income, GROSS not ADJUSTED income ( I have 2 accounts one with Golden 1 and another one with Wellsfargo.I will prefer to have complete reimbursement of 450 or at least half of it.Thank you, [redacted].

Business

Response:

1/06/2015 Mrs. [redacted] Dear Mrs. [redacted], At Golden 1 Credit Union, we take pride in ensuring our member’s satisfaction. Upon thorough review of the situation we will be issuing a refund of the appraisal fee you incurred to your checking account ending in *655. 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 @ ###-###-#### or at [redacted]. Sincerely, [redacted] Manager, Home Loan Operations

Consumer

Response:

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

Review: I have been trying to have an equity loan close for over 100 days now. The email written to my loan officer back on September explains most everything:"Hi [redacted],Your last email on Saturday said you would contact me on Monday with info on the appraisal/loan closing. I did not receive any contact from you Monday so I am emailing to ask for the status on my loan.Also, can you please email or phone with the underwriters supervisor or however is in charge of my loan (besides you) that I can contact to find out how much longer this can go on. It has now been 90 days from my "Welcome" email from [redacted] saying my application was being processed. I know my loan has had some issues but 90 days seems extreme. I would appreciate being able to talk to a supervisor of some sort that could explain how this can take so long.I would have already moved onto another lender if I had not gone through so much to get this far and also you had told me the loan was going through by the 10th or 15th of this month."I never did receive Supervisor information or anyway to contact a person to complain to that could make something happen. I tried calling the main number but was on hold for 15 minutes and gave up. It is now the 9th of October and I was just told more info is being confirmed.Desired Settlement: I would like my loan to close or tell me that I am denied so I can move on as I stated above. I had thought there was a law that had said the potential lender had to close or advise of denial by a certain time. I want a person above my loan office to contact me and let me know how this could possibly take so long and what is being done about it.

Business

Response:

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]

Consumer

Response:

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

Review: I am being a victim of a scam by several individuals whose name are [redacted] and [redacted]. These gentlemen sent me a check for $2,875.00 under Golden 1 Credit Union. Then sent a few instructions for me to follow so they can collect money. A postal letter was sent by [redacted] The instructions were to deposit the check then send the money to these following people, [redacted] and [redacted] in the [redacted]. These individuals have been doing this scam for several years now.Desired Settlement: To suspend all transaction from Golden 1 Credit Union be these individuals.

Business

Response:

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]? 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]

Consumer

Response:

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

Review: I WAS GIVEN A ACHECK INT THE AMOUNT of $7,500. I was told to give $5,000 to his mother after the funds cleared. I deposited the check and it had a 2 day hold on it, after the manager approved it. I went in and withdrew the $5,000 when the hold was lifted. The check was put into my savings account. Several days later after making an attempt to use the ATM card , it was discovered that there were no funds available. The check had been written on a bad account. They took all of the funds left from the check and all the additional funds leaving my account status as negative $2500. They took a cashiers check that my daughter had deposited for a down payment on an automobile and it was taken in addition to my other daughters full paycheck. I had put her name on the account to have access to the funds in the event that something should happen to me. I have filed a complaint with the local law enforcement and I have tried to have it investigated by the bank to no avail. In fact they have been revolking payments that were previously submitted and refuses to investigate. I found out from the bank that the check was written from that they have an on going investigation into this matter and that they have had a lot of those checks circulating. That makes me believe it could happen to someone else in this town and abroad. I feel like I have been totally dismissed by the credit union and that my rights have been violated. I have been a member with that institution for many years, without any issues and now as a consumer needing assistance, they completely disregard my. I have handed this matter over tot he federal reserve as wellDesired Settlement: I want an investigation and a complete repair of my accounts, and all of the overdraft fees and a notification sent to all of the agencies that I had NSF notifications sent to as well. I need this cleared up in my favor. Thank you

Business

Response:

February 11, 2016

Dear Ms. [redacted],

I am writing in response to the complaint you filed with the

Revdex.com on February 4, 2016 regarding a check that you received

and was later returned unpayable.

As we discussed, you have been a victim of a check scam. Our first priority is to get your daughters

account opened and return the money that was taken from her. I have also reversed all overdraft fees that

have been incurred on your account at this point.

We will continue to work together to resolve this situation the

best way that we can for both of you and I look forward to working with you

during this process.

Please contact [redacted], Manager of Fraud Management,

directly at [redacted] with any questions.

Sincerely,

Vice President, Account Services

Review: Following the death of a Golden 1 customer, Golden 1 (with the exception of one individual) has been extremely lackadaisical, insensitive and manipulative. Communication between the departments and the estate has been horrendous. The estate has had to pay the penalties for inexplicable mishandlings. Thousands of dollars from the deceased person's account was used at Golden 1's discretion without explanation to the estate. The beneficiary, along with the executor of the estate at the time requested explanation of the fund distribution, however information was not provided. Numerous calls were not returned. The estate knew the deceased had funds with Golden 1, but did not know where the funds had went. Since there was no explanation to the allocation of the funds, there was reasonable reluctance by the estate to make payments on an account that did not have explanation. As the beneficiary made efforts to retrieve account information, Golden 1 told the beneficiary and executor of the estate it could not communicate with the beneficiary. However, when Golden 1 saw fit to communicate with the beneficiary, the beneficiary received calls from collections in efforts to collect on their end. The beneficiary directed Golden 1 to the executor (through phone and email), but the executor was not able to get the summary of account activity, thus increasing reluctance due to lack of transparency.Nearly eight months after the death of the account holder, a noteworthy Golden 1 representative was able to retrieve and distribute the account history. This summary noted over $19,000 was handled by Golden 1 without notifying the estate. Yes, $19,000 explained 8 months later. Thus, reinforcing why the estate felt reluctant.Since then, the CA probate court switched the beneficiary to handle the estate and upon appointment, he has called Golden 1 twice and left a message both times in efforts to resolve and pay dues, but the calls have not been returned. Called: 11/17/14- 4:17 pm, 12/1/14- 9:09 amDesired Settlement: Allow the estate to repay the dues less the penalties assessed while calls were not returned, communication wasn't valued and information was held from the estate. There needs to be an individual working directly to evaluate and repair the holes in the process. Instead, Golden 1 has continued to pass the matters from one individual to another without conscientiously taking ownership and acknowledging the burden it has caused the estate of the deceased.

Business

Response:

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]

Consumer

Response:

Please note: This response is a summary of our position refuting the Golden 1’s inaccurate claims in the initial reply. In efforts to thoroughly explain the inaccuracy of Golden 1’s claim and the filing of this complaint, it was necessary to include an attachment that addressed each of Golden 1’s claims and provided supporting documents to illustrate the inaccuracy of claims made. Please refer to the attachment for further understanding. [redacted],I want to begin this response by thanking you for taking time to respond to my areas of concern. It should also be noted that [redacted] deserves positive recognition for her assistance with the executor during the process. I,too, recall our brief email conversation in which I received your reply in January of 2014 to a complaint I submitted on December 27, 2013. It should be noted the complaint response submitted in December of 2013 was in reaction to lack of communication and withholding of critical information to myself and the authorized executor. It wasn’t just my request that were unsatisfied, but it was the executor’s on behalf of the estate. My efforts to direct correspondence to the executor were ignored. The executor was ignored. Even my email stating the executor was being ignored was ignored. It will be shown through the email attachments that an alarming amount of your points in your response are inaccurate. One point in particular draws the most concern and further supports the position of substandard communication to the point of insensitivity. You state, “The requests for the mortgage statements, summaries and account histories occurred more than seven months after the decedent’s passing on July 21st, 2013.” This inaccurate and can be proven through the attached emails. The requests happened the same month the executor was acknowledged by Golden 1, significantly before your time ofreference.From the perspective of the estate, lack of communication was seen as the underlying problem. Here are the different groups weidentified: -Branch members who acknowledged the death without accepting the death certificate (yet took steps to notifyGolden 1 to close the account by July 30).-Branch representatives who did not return general phone calls-Representatives who ignored emails-Representatives aware of our requests -Representatives that were cordial in assisting that should be commended (such as yourself and [redacted]) -Misinformed, yet well-intentioned members who were aware of complaints, but unaware of past occurrences-Representatives/collectors who had no idea of our efforts and requested to speak to Loretha Ford (who is deceased) In all, I stand by my statements. The estate made good faith efforts to resolve the balances. Requests were not addressed. The estate’s requests were made clear andpromptly after acknowledgement of the executor. My efforts to notify Golden 1 of the executor’s contact information, as well as critical information requested by the estate were ignored. Even efforts that did not particularly address the decedent’s account details were ignored. Correct, the detailed summary of the accountwas provided on March 10, 2014. However, this came far too late after the executor requested full summaries the same month of acknowledgement, far too late after numerous follow-ups, far too late after abrasive calls from uninformed collectors, and far too late after the distribution of nearly $20,000 the estate had no accounting of until eight months after their loved one’s passing. Please keep in mind that the estate was/is persistent in expressing areas that has made us feel uncomfortable because we do not want this being viewed as acceptable the next time individuals have to come together to protect the assets of their loved ones. Special Note: Although lengthy, the attachment is thorough. I ask whoever is reviewing this packet to thoroughly look through the attachment. To analyze and disprove the claims required explanation and supporting documents had to be filed into an attachment. The attachment will include statements made by Golden 1 in response to the initialfiling with the Revdex.com. These statements will be accompanied by highlighted (through underlining), supporting documents that prove Golden 1’sclaim is inaccurate. The supporting documents will identify concerns with communication while the estate incurred costly penalties simply trying to gain understanding. Regards,[redacted]

Business

Response:

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: ###-###-####

Consumer

Response:

To whom it may concern:I am trying my best to efficiently illustrate where the frustration on behalf of the estate rests. I would like to draw attention to my continued use of “all.” All information was requested by the executor and all information was provided months after the requests. Even though Golden 1 closed the accounts and distributed the funds, Golden 1 could only discuss the account once the executor was appointed by the estate. It may or not be known that the executor is not formally acknowledged until months after the decedent’s passing, as various documents must be pushed through the system. Nonetheless, the executor hastily presented the documents the very month (November 2013) the State of California presented the documents. In my previous response, I sited exactly what was written by Golden 1 and provided documentation of the several inaccurate claims made. But for the sake of simplicity and keeping this response compact, we can omit the written statement by the executor stating she wanted to grant me access to the accounts. We can also omit further discussing myignored attempts after her request to allow me to communicate with Golden 1. We can even omit whether or not it was the executor’s third attempt for all information since she was appointed as executor. The events that must be relevant and documented are as follows: The decedent passed in July. Golden 1 closed the accounts in July. The courts promptly began processing thedocuments and completed processing in November of 2013. The executor presented the necessary document to Golden 1 in November of 2013. In November of 2013 the executor requested from Golden 1 all information and activity. All information was provided to the executor March of 2014, months after costly penalties had been assessed.Since the decedent’s passing, the estate wondered of the activity in the deceased accounts. Even though Golden 1 distributed funds and closed the account the month of the decedent's passing, the estate respected due process for the State of California and Golden 1 and waited patiently for documentation to formally present the executor. The inability to acknowledge the executor presented the documentation promptly and virtually as hastily as the system would allow comes across asvery insensitive and misinformed on behalf of Golden 1. The executor/estate did not wait and requested all information soon after granted permission.Here is a compacted timeline of relevant events and time periods which can be supported through documentation:July 2013- Passing of decedentJuly 2013- Golden 1 closes accounts (acknowledging passing without any presentation of documentation)July 2013 to November 2013- Court filings are made with the state of California to appoint theexecutor (It should be noted and not forgotten that it takes months for these documents to be processed through the state)November 2013- Executor appointed by the State of CaliforniaNovember 2013- Executor acknowledged by Golden 1November 2013- Executor requested informationNovember 2013- Further correspondence to Golden 1. It should not be dismissed as simply an initiation of the first correspondence. This was the point wherethe executor made it known it was her third attempt. The executor made it known in writing becauseher previous attempts (made promptly after her appointment) wentunfulfilled. At this point, which was still within a month of her appointment, she wisely decided to note the lack of communication. The correspondence askedfor all statements and activity (supported by the previously submitted attachment). Once again, I would like to draw attention to my continued use of “all.”March 10, 2014- All information was provided through official statements. The first official statement of nearly $20,000 in funds is provided. This date is acknowledged by both parties (supported through our correspondence) as when all the information was provided. It does not appear we disagree on the date of March 10, 2014, as for when all information was provided. Perhaps the disagreement is when all information was requested. The documentation provided shows the executor requested all the account information and activity on November 18, 2013. The executor acknowledges it was her third attempt. All information requested November 18, 2013. All information provided March 10, 2014.If there is a reason why there is nearly a four month window between when the executor made her request and when all information was provided, explanation would be very beneficial for the estate. If there is a misunderstanding as to what the executor meant by “all information,” explanation would be very beneficial for the estate. If there is any reason why November 18, 2013, should not be acknowledged as the executor’s third attempt (or first documentedaccording to Golden 1’s rebuttal), it would be very beneficial for the estate to know why all information and activity was not provided until March 10, 2014.The confusion and frustration remains the same. There simply were too many assets and liabilities for the estate to not have thorough understanding until months after acknowledgement and requests. Regards,[redacted]

Consumer

Response:

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.

Review: Golden 1 credit union, Added 501.90 to the attached statement which clearly states the amount due on October 31st is 40755.09. The payoff amount I sent per their request was 41256.99. They have misstated the amount due by charging double interest for the month of october. Per their own account statementon which they claimed the amount due on October 31st was 40755.099 (See attached statement) 40755.09 plus 4 days per diem does not equal 41256.99.

Product_Or_Service: RV Loan

Desired Settlement: DesiredSettlementID: Refund

October 31st statement 40755.09 plus 4 days per diem of 16.23 Calculated at the same amount they calculated from Oct 1st to Oct 31st on their statement.

Oct 31st 40,755.09

Plus 64.92

Equals 40,820.01

Payoff check amount was 41256.99

Less 40820.01

Refund amount equals 436.98

Business

Response:

Initial Business Response

I am writing in response to the complaint you filed with the Revdex.com on November 8, 2013 regarding overcharging of interest on your loan payoff.

I have reviewed the information that you provided, as well as reinvestigated our records regarding your account. You are correct; the loan balance on your October 31st statement does show a balance of $40755.09. The statement also shows that the date the loan reached this balance was October 4, 2013 as a result of a payment you made in the amount of $650.24.

On auto loans, interest continues to accrue from the date of your last payment, in this case October 4th. Since you did not pay off the loan until November 4th there were a total of 31 days of interest due which totals $501.90.

I apologize for any confusion or inconvenience that this may have caused you during the payoff process. Unfortunately, I show that our records are correct and a refund is not due on this loan payoff.

The Golden 1 is dedicated to providing exceptional member service and we value all feedback. If you have any additional questions or suggestions on how we could improve your experience please feel free to contact me directly.

Sincerely,

Manager, Loan Servicing Department

The Golden 1 Credit Union

(XXX) XXX-XXXX

[redacted]@golden1.com

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

They already added 476 something for interest trough October 31st Obviously, simply look at the statement!! then added an additional 501 to it. THEY DOUBLE Charged an ADDITIONAL AMOUNT....!!!!! If the refund is not processed a claim in small claims.

On October 1st the balance was 40,917.72

Less 650.24

Plus 31 days interest 487.61

Equals 40755.09

Thank you for submitting your Case. The tracking number for your Case is #XXXXX-XXXXXX. Please reference this Case number in any further correspondence you choose to share pertaining to this Case.

If we have your email address, you will soon receive an email confirmation message from the NCUA Consumer Assistance Center containing this information.

NCUA will now be investigating your bank. Misquoting a payoff id bad enough, let alone double charging interest!! I should know, I worked for Wells Fargo for 14 years!

Regards

Final Business Response

I am writing in response to the complaint you filed with the Revdex.com on November 18, 2013 regarding overcharging of interest on your loan payoff.

Below I have outlined how the loan works in collecting and applying payments.

Date

6/21/2013 Action

New Loan Amount

$40,997.92 Principal Interest Balance

$40,997.92 Interest period

7/26/2013 PMT $650.24 $80.20 $570.04 $40,917.72 6/21 to 7/26

9/6/2013 PMT $650.24 $ $650.24 $40,917.72 7/27 to 9/6

10/4/2013 PMT $650.24 $162.63 $487.61 $40,755.09 9/7 to 10/4

11/4/2013 Payoff $41,256.99 $40,755.09 $501.90 $ 10/5 to 11/4

I understand the confusion, as the statements that you receive are really intended for your checking and savings accounts but, as a courtesy, we include details about your auto loan mostly to show that we have received and posted your payments.

We will definitely use this experience to try and improve how loan information is displayed and explained. Again, I apologize for the inconvenience but your records are correct and you were only charged for interest that was due on your loan.

Manager, Loan Servicing Department The Golden 1 Credit Union

(XXX) XXX-XXXX

[redacted]@golden1.com

Review: Dispute over amount deposited on May 24, 2013. $100 bill deposited but reported by bank and not deposited.

On May 24, 2013, I made a deposit at a "No Cash" branch of your credit union. The deposit was made at the IKEA branch in West Sacramento. Because the branch does not accept cash, I had to make my deposit of two checks and a one hundred dollar bill in the ATM. The deposit amount totaled $391.40. One of the checks was for my daughter's birthday from her Great Aunt and the other was reimbursement from my employer [redacted] for money spent on supplies for my students. The one hundred dollar bill deposited was a Mother's Day present from my parents. When I make deposits into an ATM I do not total the amount of the deposit until I place the money and checks into the envelope. Only then do I determine the amount being deposited and enter the amount into the ATM.

On May 28, 2013, there was a transaction listed as "Withdrawal ATM Adj KEY ERROR . SEQ: 7303" and a negative amount (withdrawl) of one hundred dollars. When I discovered this I called the bank to inquire about the transaction they told me that the amount entered did not match what was in the envelope (this was on June 14th). They informed me that there were only two checks recorded as being deposited. I disputed that and the employee filled out a Regulation E form on my behalf. She stated that there would be an investigation, they would review the video and contact me within 10 days. I called back on June 27th to ask about what decision had been made since I had not received any notification. After several minutes on hold I was informed that my dispute had been denied and that I would receive a letter with further explanation.

Later that day I called to speak to our branch manager to tell her what had happened and that we would be pulling all of our funds out of the bank. She quickly asked for my name and number and said that she would forward it on to the area manager and have the area manager contact me. I never heard back.

I received the letter today and the explanation was less than satisfactory. The letter simply stations that your "investigation shows the amount of 291.40 was deposited on May 24, 2013. All cash deposits are verified in dual control. We have included a copy of this deposit for your records." There is no further explanation of the process of the investigation nor is there mention of the video and what it showed.

The money was deposited in the ATM in West Sacramento but four days later was reported as not ever having been deposited.Desired Settlement: I am seeking the amount of my full deposit. So I am seeking the $100 placed back in my account.

Business

Response:

Business' Initial Response

I am responding to your concerns addressed to the Revdex.com of NE California regarding your Golden 1 account. After reviewing your case, I have been asked to further research your concerns and respond.

I apologize for the frustration you encountered when your account was adjusted for $100.00 in respect to the deposit you made on May 24, 2013 in the amount of $391.40 and your claim to recover those funds was declined.

I verified that all aspects of the investigation was performed with my research team. Unfortunately, their efforts did not uncover the cash you placed in the deposit envelope.

In an effort to restore your faith in Golden 1, I am crediting your account for $100.00. 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, allowing me the time to research, and respond to your needs. We recognize that you have many choices when it comes to financial services and we appreciate your decision to bank with Golden 1.

If you have any questions regarding this letter, please contact our Member Service Call Center at (XXX) XXX-XXXX or 1-877-GOLDENX (X-XXX-XXX-XXXX).

Respectfully,

ATM & Debit Card Manager

Review: $86,000 Dollars. I have been trying to Buy a House in Ecuador. Golden1 is Blocking my attempts to transfer the Money to Here (Ecuador). They will NOT wire-transfer the money to Ecuador. I have notified them Twice of what I am doing. And they have NOT honored 1 check to a Friends Saving Account Here. Then had the [redacted] to say they did NOT do that! I am both a Shareholder & a Member for what good that does me.I will Proceed to File a Small Clams Action for Damages! cc -- House File --Desired Settlement: I need to get the Money for the House to Ecuador - I have notified them TWICE of what I am doing.To no avail!cc -- House File --

Business

Response:

[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 November 9, 2015 for response and resolution. From your letter, I understand you were trying to send wire transfers to Ecuador. We periodically review international wire transfer requirements in an attempt to add additional countries to our offered country list. We are currently in process of reviewing current requirements and will take Ecuador into consideration. If it is determined that Ecuador can now be added to our offered country list, we will contact you to let you know. Please be aware that all wire transfer requests must be made at a Golden 1 Credit Union branch. 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]

Consumer

Response:

I am rejecting this response because:

Review: My husband & I are in the market to purchase a new home for 1st time. I found out January 20th, by reviewing my credit report, that I had a 30-day late pmt to my Golden1 credit card that same month. I was NOT made aware of this by ANY means prior to my seeing my credit report, and it has impacted my credit score immensely. I have made a pmt to my Golden1 cc EVERY month, & in fact made several pmts on some months when I had enough income to do so, & therefore had no idea of any late pmt. I log into my online banking acct every month, and nothing indicates I have anything past due, or any kind of payment needs to be made. There is even a message center on my online banking account that contains NO messages. Plainly and simply, Golden1 made NO attempt to make me aware an issue even existed before reporting a late payment to the credit bureau which has thus resulted in not being able to qualify for a mortgage. I have an 18-page credit report with accounts in good standing, and never once have I made a late payment to any of my credit cards or loans. This Golden1 credit card is the ONLY account affecting my credit score because of its recency, and IT COULD HAVE BEEN RESOLVED IMMEDIATELY HAD I BEEN MADE AWARE OF THE ISSUE! On top of that, I've been getting the run around with Golden1 agents I've been speaking with for the past several months. Apparently, they have all been giving me false information. I even went into a branch to speak with someone, and the agent there, [redacted], was unapologetic and made me feel like I was in the wrong. I finally spoke with a supervisor named [redacted] on the 800-line today, and she explained the issue started in November with a payment where I had underpaid, and therefore the balance rolled over into January. She admitted that everyone else had given me false information, but she couldn't do anything about it. Desired Settlement: I want the late payment to be removed from the credit reporting and if there's no way that can be done, I want a letter from Golden1 to my loan officer indicating that I have been a responsible credit card holder for the past 10+ years that I have been a loyal customer of Golden1, that I have never made a late payment until now, and the issue could have been resolved had I been properly informed.

Business

Response:

I am responding to your concerns addressed to the Revdex.com of NE California regarding your Golden 1 Visa account. After reviewing your case, I have been asked to further research your concerns.

I apologize for the frustration you encountered when attempting to obtain information and resolve the late payment reflected on your credit bureau report. It appears the Golden 1 representatives were responding to you based on the information they could collect from your monthly statements. In further review performed by the Supervisor it appears on your statements closing 12/25/13 and 1/25/14 the past due amount is located in two areas. First in the section labeled Payment Information and second in the section labeled Summery of Account Information, in addition a message regarding the past due amount and the possibility of the late payment being reported to the credit bureaus is in the section labeled Important Information. It is important to review your monthly statement as not all information may be available in an online view.

Please be advised we have reversed all fees associated with this situation and corrected your credit report.

We do value your relationship of the past 13 years and hope that we can restore you faith in our organization with this clarification.

Ms. [redacted], we 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 any questions regarding this letter, please contact our Member Service Contact Center at ###-###-#### or 1-877-GOLDEN1 (###-###-####).

Review: Regarding my checking acct on this golden1 credit union I requested automatic stop payment on my checking they charge me certain amount but the problem is golden 1 credit union continue to honor the transaction even though there is a stop payment and continue to charge my acct until it is insufficient theny accout become negative without even notifying me then they close my checking accout without any notice when I called customer service they are not helpful at all.Desired Settlement: Returned all insufficient fee and reinstate my checking acct and an apology since they are the one who made a mistake on my account. They should educate their staff to be more knowledgeable dealing with customer service.

Business

Response:

May 21, 2015[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

Review: The have removed $541.00 out of my checking account without my knowledge or consent to be put in the Roth IRA account which I no longer have.

On Oct 1st, 2013 Golden One Credit Union transferred $541.00 from my checking account without my permission. I closed a Roth IRA account about a month ago because of multiple errors by Golden One. It appears that although I have already closed the Roth IRA Golden One transferred funds out of my checking. I have sent them 3 emails with no response. And I have made two phone calls. One I spoke with a women who stated I would have to go into Golden One and close my account AGAIN before they would put my money back into my checking account. I work and this will cost my money and time. I left a message for the Roth IRA people no response. This should be a simple fix. There is no Roth IRA account and Golden One should immediately correct their error and credit the funds back into my checking.Desired Settlement: I WANT MY MONEY PUT BACK INTO MY CHECKING ACCOUNT ASAP!!

Business

Response:

Initial Business Response

Your recent comments to the Revdex.com have been forwarded to me for review and to respond. Comments such as yours allow us the opportunity to evaluate the level of service that is being provided across the organization.

I apologize that you had such a poor experience in closing your Roth IRA with us. I have reviewed your account and have confirmed that the amount of $541.00 has been transferred back into your checking account effective 10/3/2013. In addition, the Roth IRA has been closed. Golden 1's approach to excellent member service is for an individual employee to take ownership of an issue and see it through to correction. I am sincerely sorry that this was not practiced in principle during your visit. I have provided your comments to the management team responsible over the IRA Certificate Department so that they are aware of your disappointment.

Once again, thank you for bringing this to our attention and I apologize for frustration or inconvenience this situation may have caused. We value your membership and look forward to exceeding your service expectations in future interactions.

Sincerely,

Retail Administration Department

Golden 1 Credit Union

[redacted]@golden1.com

Final Business Response

Your rebuttal comments to the Revdex.com have been forwarded to me for review and response. Comments such as yours allow us the opportunity to evaluate the level of service that is being provided across the organization.

Once again, thank you for bringing your concern to our attention and I apologize for any frustration or inconvenience this situation may have caused. It is my understanding that [redacted] the Retail Administration Operations Manager who oversees the IRA department, has contacted you to apologize for the error that took place against your checking and Roth IRA account. I am pleased to hear that she was able to directly address your concerns.

We value your membership and do hope that you reconsider your decision to leave the credit union.