Golden Credit Union

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***,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 to a complaint I submitted on December 27, It should be noted the complaint response submitted in December of 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 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 ***) -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 balancesRequests were not addressed The estate’s requests were made clear andpromptly after acknowledgement of the executor My efforts to notify Golden 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, 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,the estate had no accounting of until eight months after their loved one’s passingPlease 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 onesSpecial 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 attachmentThe attachment will include statements made by Golden 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 understandingRegards, [redacted]

May 7, Francisco Bango [redacted] Cedar Creek RoadCorona, CA Dear Mr [redacted] , Your recent comments to the Better Business Bureau have been forwarded to me for review and responseMember Comments such as yours allow us the opportunity to evaluate the level of service that is being provided across our organization We apologize you were met with such difficulty when attempting to discuss your loan with representatives in our Contact CenterAt Golden 1, the security of our members' accounts and information is of the utmost importance to us Due to the heightened risk of identity theft, our employees are required to follow established protocols when identifying individuals over the phone It is a constant balancing act to maintain security while providing excellent service In situations where our employees are presented with a verification issue that is outside of standard guidelines, they are directed to obtain assistance before turning the caller away I apologize that this did not occur during your calls into our Contact Center Your comments have been provided to the Contact Center Management team so they are aware of the complications you encountered; additional training and coaching will be provided as neededWhile researching this complaint, I came across another call that took place approximately week prior to the calls referenced above I found that the employee assisting you that day was able to determine the cause of the discrepancy and obtained approval to complete verification using alternate identifying questions The individual assisting you that day sent out a new Application for Membership so that we may obtain accurate information on your account in order to prevent this issue from occurring in the future When returning the completed and signed form, please be sure to enclose a photocopy of your valid IDI have placed a note on your account to inform other representatives of the discrepancy to prevent additional issues while working to correct the information Once again, thank you for bringing your concerns to our attention and we apologize for any frustration or inconvenience this situation has caused We value your membership and look forward to exceeding your service expectations in the future Sincerely, ~- Credit Union [redacted] I Channel AdministrationGolden Credit UnionE [redacted]