Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Two movie tickets to assuage us that our embarrassment at not being able to pay a bill at a supermarket for food should be accepted I really appreciate the letter from the VP who obviously took time out to look at our case and make a very pleasant offer But he claims he works for a non - profit, so why do they charge interest rates? There is no such thing as a non profit financial institution, we can argue this point till the sun rises but at the end of the day the organization must make money on its money (or it's customers deposits) I do not mind having a debate about this with Jim as I am a trained Economist and believe I know a little about the nature of financial institutionsThey work under the same or similar guidlines as [redacted] * or [redacted] *** I have told you what I want in recompense and maintain my right to charge them PRECISELY (as opposed to their indiscriminate charges) for charging, loss of revenue, inconvenience Regards, [redacted]
I am writing in response to the complaint you recently filed with the Revdex.com regarding the Paid nonsufficient funds (NSF) fees applied to your accountThank you for bringing your concerns to our attention.Paid NSF Fees represent the service charge we make in situations where there are insufficient funds in your account at the time a check or an electronic debit is presented for payment, but we cover the shortfall on your behalfDoing this ensures the people and organizations you intended to pay receive their funds, sparing you additional charges and potential embarrassmentIn each of the three occurrences mentioned in your complaint, there were not sufficient funds in your account to cover the transactions at the time each was presented for paymentDesert Schools paid those items on your behalf and applied the fee in each caseThe specifics are:On Friday, 1/9/an electronic debit from APS in the amount of $was presented for paymentAt that time the account balance was $We covered the payment to APS and applied a Paid NSF Fee of $to your accountYou did make a deposit of $at a Desert Schools ATM on Sunday, 1/11/(Posted on 1/12/2015); however, those additional funds were not available to cover the transaction on 1/9/so the fee was applied correctly.On Tuesday, 2/3/2015, check number in the amount of $was presented for paymentAt that time the account balance was $We paid the check and applied a Paid NSF Fee of $to your accountA direct deposit from IRS Treas in the amount of $2,was received and posted to your account on Wednesday, 2/4/2015; however, those additional funds were not available to cover the transaction on 2/3/so the fee was applied correctly.On Tuesday, 3/3/2015, check number in the amount of $was presented for paymentAt that time the account balance was $We paid the check and applied a Paid NSF Fee of $to your accountYou did make an online banking transfer of $on 3/4/2015; however, those additional funds were not available to cover the transaction on 3/3/so the fee was applied correctly.In each instance, items were presented for payment against an insufficient balance and, although it seems you were trying to ensure you had sufficient funds available, these items appear to have been presented earlier than you expectedThe three Paid NSF Fees you incurred were charged correctly and in accordance with the terms and conditions of this accountHowever, as a courtesy, we are happy to refund one of the $Paid NSF feesThis credit was posted to youraccount on Friday, 3/6/2015.I hope my response adequately explains our processes and addresses your concernsIf you have any further questions or concerns, please feel free to call me directly at ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
I am writing in response to the follow up letter you sent to the Revdex.com, indicating your displeasure with our earlier responseI appreciate the opportunity to clarify our position regarding your concerns In summary, your initial complaint was that your debit card was declined on November 6th, when you attempted to purchase groceries, because of the direct deposit from your wife's employer had not been credited as your expectedYou requested a refund of the $in fees you were incorrectly assessed, and you asked that the credit union pay you $1,for the embarrassment and inconvenience of having your card declined at the grocery store In my previous letter I explained that a power failure affected our ability to process incoming ACH files, including that from your wife's employerUntil we were able to recover from this event and post all the direct deposits, our card approval decision for all members were based on account balances immediately prior to the outageIn your case, your account showed a negative balance of -$227.55, as a result of two previous transactions which cleared your account on November 5thHad the direct deposit posted in the early hours of November 6th, as normal, your account would have returned to a positive status In my previous letter, I apologized for the inconvenience this caused and I refunded the fees to re-set your account balance as it would have been if we had no experienced a system outageI recognize it is inconvenient and somewhat embarrassing when a payment card is declinedHowever, card declines, for any of a number of reasons, have also become so commonplace that there is no meaningful stigma to having a card declinedConsequently, I have nothing more to offer you than a further apology for your inconvenience, caused by our system outage; Desert School will not be offering any additional compensation Thank you again for bringing your concerns to our attentionWe, at Desert Schools, genuinely appreciate your many years of membershipI hope my responses, and my explanation of events, confirm our commitment to you as a member Sincerely, [redacted] Vice President - Contact Center Operations ccRevdex.com
Let me first offer my sincerest condolences for the passing of your mother. I am writing in response to a complaint you recently submitted to the RevDex.com requesting that Desert Schools defer our annual Safe Deposit Box rental fee of $75. You previously addressed this... issue at our 44th Street & Thomas Road location and through social media on our Facebook page. I can clearly see your frustration and truly apologize for the inconvenience this has caused. We have fallen short of our commitment to provide you with exceptional service and an immediate solution. This situation does not represent the standard of service on which we pride ourselves. I understand that, since writing your letter, you met with [redacted] , our 44th Street & Thomas Road Branch Manager, on August 4th and a solution was agreed upon. In summary, Desert Schools will incur the expense associated with having the Safe Deposit Box opened, provide you with its contents and terminate the lease agreement on August 5th. In addition, we have reversed the $35 non-sufficient funds charge that you incurred as a result of the application of the original Safe Deposit Box fee. We are committed to quality and exceptional member service to each and every one of our members and strive to exceed every member's expectations. Although we fell short in this situation, I hope that you will allow us to demonstrate our dedication to delivering quality service in the future. Thank you for taking the time to tell us how we are doing and I apologize again for your recent experience. If I can be of further assistance, please don't hesitate to contact me at (***) ***-***.
*** *** ***:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear Mr***:I am writing in response to a recent Revdex.com complaint we received involving a transaction you processed at our *** *** branch located at *** ** *** ***.In reviewing your transaction I completely agree that we did not handle this issue in the
appropriate mannerI understand the service you received during this situation was neither satisfactory to you norwas it the caliber of service we pride ourselves in providing to our membersI do apologize for this issue and have taken steps to ensure future transactions or account adjustments such as this are addressed differently.I have also been advised that *** ***, Regional Director of that location has contacted you by phone and has corrected the issue to your satisfactionAgain, please let me apologize for anyinconvenience this may have caused you, your membership and satisfaction is very important to us. If I can be of any other assistance to you please feel free to contact me at ###-###-####Thank you for your continued patronage
I am writing in response to the complaint you recently filed with the Revdex.com regarding how transactions are processed at Desert Schools and how any subsequent non-sufficient funds (NSF) fees are applied to an accountThank you for bringing your concerns to our attention.In
your complaint, you indicated your belief that Desert Schools posts transactions largest to smallest to maximize the ability to assess NSF feesAlthough some financial institutions may do this, we do not. Desert Schools follows a prudent posting method of posting credit transactions first and then debit transactions in the following order: 1) Teller transactions and other force post items (low to high dollar amount), 2) Transfers (low to high dollar amount), 3) Recurring Non-PIN Point of Sale (order in which they are received), 4) ATM transactions (order in which they are received), 5) Non-PIN Point of Sale (order in which they are received), 6) PIN Point of Sale (order in which they are received), 7) ACH (low to high dollar amount), 8) Checks (check number order)Changes of any sort to our posting order undergo several layers of approval.Paid NSF Fees represent the service charge we make in situations where there are insufficient funds in your account at the time a check or an electronic debit is presented for payment, but we cover the shortfall on your behalfDoing this ensures the people and organizations you intended to pay receive their funds, sparing you additional charges and potential embarrassment.Unfortunately, your complaint letter did not include your account numberThe address and phone number on your letter did not match any records we have with members having the same nameTherefore, I am unable to provide you detail regarding your specific account and the transactions that posted to it.I hope my response adequately explains our processes and addresses your concernsIf you have any further questions or concerns, please feel free to call me directly at ###-###-####
I am writing in response to the complaint recently filed by *** *** *** with the RevDex.com regarding your automobile loanThank you for bringing your concerns to our attention.The complaint indicates that *** believed Desert Schools had received authorization from you
to speak with her regarding your automobile loanUnfortunately, we have no written authorization on fileOn two occasions, 10/27/and 2/9/we received verbal authorization from you to speak with *** during those calls onlyDuring the phone call on 10/27/14, when your loan was days past due, *** talked with our team lead, *** ***, regarding the possibility of a payment deferral or loan modification that may have provided some temporary relief that would allow additional time for payments to be made. *** contacted our Loss Mitigation department and confirmed that they would review your situation. However it would be necessary to for you to complete and submit an application and updated financial informationRepresentatives from our office left voice messages requesting a return call so we could discuss the options with youAdditionally, we were contacted by *** on 11/19/14, 11/21/14, and 12/5/14, but were prohibited from discussing the options in detail because of privacy restrictionsWe encouraged her to have you contact us directly so we could assist you.On 12/29/14, when your loan was days past due, we sent a “Final Demand” letter notifying you that your account had reached a critical stage of delinquency and required your immediate attentionIt noted the principal balance of your loan at the time of $1,929.42.On 1/6/15, when your loan was days past due, our Credit Assistance department received an email from our Member Assistance team advising us that they had received a call from ***During the call she informed them that your phone services had been disconnectedAdditionally, she indicated it was still your intent to pay your payment some time near the end of JanuaryNo specific amount or date was provided.On 1/27/15, when your loan had reached days past due, it was assigned for repossessionDesert Schools had not received any additional communication from you or *** subsequent to the conversation on 1/6/The delinquency had aged to a critical stage and it was necessary to assign the account for repossession in an effort to protect our collateral. On 2/9/15, when your account was days past due, you contacted our office and authorized our representative to speak with ***We advised *** that the payoff due was $2,112.10, which included the principal balance, accrued interest, accrued late charges, and the repossession close feeShe contested the payoff and stated that a letter you had received indicated that only $1,was dueShe then stated that is what she would pay and no moreOur representative attempted to explain that in order to pay off the account the principal balance, all interest and fees (including repossession close fee of $102.00) would need to be paid before the lien on the collateral would be releasedIn an effort to clarify the “repo fee” we explained that though the collateral had not actually been repossessed, the account had been assigned for repossession and Desert Schools would incur a $fee to close the assignment with the repossession companyThe fee would be added to your loan as part of the Collection Costs outline in your contract. Despite our efforts to explain the amounts due *** elected to terminate the call.On 2/11/our office received a call from our *** *** branchThey advised that *** was in the branch and wished to pay $1,toward your loanOur representative advised the teller that the payoff was $2,125.53, which consisted of $1,principal, $late fees, $interest and $repo close feeWe further advised the teller that the funds would be applied to your loan, but until it was paid off the title would not be releasedThe $1,was deposited to your savings account and then the following amounts were credited to your loan: $1,principal, $interest and $in late fees.Your account remains past due for the remainder of the principal balance of $76.23, a late fee of $13.48, interest due of $.74, and the repossession close fee of $for a total payoff of $192.45.As a courtesy we will waive all of the remaining funds owedYour loan will reflect being paid off and we will release your title and provide you the appropriate payoff documentation. I appreciate the opportunity to respond to the concerns outlined by ***I am hopeful that the detailed information provided will assist you in understanding the circumstances of your loanI hope my response adequately explains our processes and addresses your concernsIf you have any further questions or concerns, please feel free to call me directly at ###-###-####
I am writing in response to the complaint you recently filed with the Revdex.com regarding the fees applied to your account and the subsequent closing of your accountThank you for bringing your concerns to our attention
In November of 2012, all of our members were notified of a
new $Limited Membership Fee that was to begin in January This fee applies to those members who only maintain savings accounts and have a combined balance of less than $Members whom we projected could possibly incur this fee in January , were notified again in December of The notifications were intended to encourage members to determine how they would like to manage their relationships with Desert Schools going forwardWe asked those members to consider growing their relationships with the credit union by opening additional accounts or increasing the savings account balance to greater than $The notifications we re also intended as a reminder for members for whom the credit union savings account had potentially become an overlooked element of their financial management plan
At the time the fee was first applied, in January 2013, you had a balance of $ in yo ur Desert Schools savings account and there had been no transact ions recorded since an ATM withdrawal on January 3, As a result, in addition to the Limited Membership Fee, the twelve months of inactivity also triggered the implementation of an Inactive Account Fee of $per monthYou should note that, while the Limited Membership Fee was new, the Inactive Account Fee has existed in our fee schedule for a number of yea rs and the appropriate prior notifications were provided before your account was classified as inactive
From our review of your account, and the information provided in your BB B complaint, it appears you have moved out of stateHowever, since you had elected to receive electronic statements and notifications from Desert Schools, all of the notifications we provided were available to you with your statementsEach month, when the new statement becomes available online, Desert Schools also sends an e-mail to our members who use eStatements, to encourage them to review their accounts and to record any disputes within the days allotted under our Terms and Conditions
Our records confirm that we provided all necessary notifications and emails to inform you of the status of your account; however, we can also see that you had not logged in to online bankingThrough your conversations with our Member Assistance Center representatives, it became apparent that, although you did receive our email notifications, you were not able to access your account and did not take steps to resolve that issue until recentlyI can certainly understand you may have had other priorities which prevented you from taking action on our Inactive Account and Limited Membership notifications before the fees began to deplete your balance, and, under the circumstances, I believe Desert Schools should work with you to settle your concernsSince our implementation of the new Limited Membership Fee, in January, caused your account balance to decline more quickly than would have transpired with just the Inactive Account Fee, I have authorized the refund of all of the Limited Membership Fees that were applied to your accountThis totals $A check for this amount will be mailed under separate cover to the address provided on the Revdex.com complaint
I hope my response adequately explains our processes and addresses your concernsIf you have any further questions or concerns, please feel free to call me directly at ###-###-####
Sincerely,
*** ***
Vice President - Contact Center Operations
Your recent concerns lodged with the Revdex.com have been forwarded to me for reviewI have evaluated your account and the situation you described, as well as Deserts Schools' practices as they pertain to your account and have summarized my findings below.Your complaint concerns a
charged-off checking account on which you are a joint owner with Peter *** ***In your complaint you expressed your desire that Desert Schools should collect the remaining balance due from him, as 'agreed', and you described your alternate checking account, solely owned by you, as having been frozen.A review of our records does not show that an agreement of that nature was ever made with youIn fact, the Desert Schools Statements of Terms, Conditions and Disclosures states that the Credit Union can enforce overdraft liability in the joint account against any joint owner individuallyThe terms state specifically; "Each joint owner guarantees the signatures of the other joint owners and authorizes the others to endorse checks for deposit if they are payable to any of the joint ownersEach joint owner also authorizes the Credit Union to exercise setoff and enforce its security interest in the entire joint account, even though only one of the joint owners is the debtor; these rights exist irrespective of who contributed funds to the joint accountSimilarly, the Credit Union can enforce overdraft liability in the joint account against any joint owner individually." (A copy of the Statements of Terms, Conditions and Disclosures are enclosed.)Because your joint checking account was charged off on 6/27/13; your personal, related checking account was restricted in accordance with Desert Schools' established practices and proceduresAs you already know, this means you can only conduct withdrawals at a branch officeHowever; as you have visited a branch each month since the charge-off to withdraw the funds from your SSI and SSA deposits, you are also apparently aware that the funds on deposit were not offset to pay for the charged off checking, and were available for your use.I understand you have already visited your local branch office and have made arrangements with the representatives from the branch and from our Credit Assistance department to pay the remaining balance due on your charged-off checking accountI can confirm what our staff already explained: once the charge off balance has been paid in full, restrictions on your individual account will be removed and you can begin using the account normally.I appreciate the opportunity to respond to your concernsI am hopeful that the information provided will assist in understanding the transactions and account ownership responsibilities Please contact me directly if I can be of any further assistance.Sincerely,*** ***Senior Director
This isn't a response to resolve the complaint but a...
response to say they will work into this latter. The complaint is still unresolved and this matter needs to be looked into. In addition to the funds I want to be reimbursed, this bank's transaction processing needs to be looked into by either the NCUA or the FDIC to ensure they are processing transactions in a legal, fair, and non-deceptive way.
I am writing in response to a complaint you recently submitted to the Revdex.com regarding a credit bureau inquiry by Desert Schools Federal Credit Union. We sincerely apologize for our misunderstanding of your intent to refinance your auto loan and the inconvenience this has caused you....
We have taken the necessary steps to have this inquiry removed from your credit report.
In addition, I would like to apologize for our lack of response and follow up on two separate occasions. This level of service is unacceptable and has been address withed the branch staff. We are committed to quality and exceptional member service to each an delivery one of our members and strive to exceed every member's expectations. Although we fell short in this situation, I hope that you will allow us to demonstrate our dedication to delivering quality service in the future.
I apologize again for your experience at our [redacted]'s branch on [redacted]. If I can be of further assistance, please don't hesitate to contact me at ###-###-#### or via email at [redacted]
Sincerely,
[redacted]
Assistant Vice President - Retail Sales & Branch Operations
To Whom It May Concern,Attached please find the response to the Revdex.com Complaint [redacted] as well as copy of the letter and response as noted in the Revdex.com response letter for your reference.Thank you.Deana H[redacted]7/8/16
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Two movie tickets to assuage us that our embarrassment at not being able to pay a bill at a supermarket for food should be accepted.
I really appreciate the letter from the VP who obviously took time out to look at our case and make a very pleasant offer. But he claims he works for a non - profit, so why do they charge interest rates? There is no such thing as a non profit financial institution, we can argue this point till the sun rises but at the end of the day the organization must make money on its money (or it's customers deposits) I do not mind having a debate about this with Jim as I am a trained Economist and believe I know a little about the nature of financial institutions. They work under the same or similar guidlines as [redacted] or [redacted].
I have told you what I want in recompense and maintain my right to charge them PRECISELY (as opposed to their indiscriminate charges) for false charging, loss of revenue, inconvenience
Regards,
[redacted]
Desert Schools Federal Credit Union is in receipt of the correspondence filed by [redacted] with the Revdex.com in her complaint letter dated 8/25/2014.
We have reviewed the events described in Ms. [redacted] letter. Although our staff followed the standard right of offset procedures,...
outlined in our Statements of Terms, Conditions and Disclosures, and provided to members at the time accounts are opened, we are electing to reverse the transfer of funds associated with Ms. [redacted] account. We have contacted our member and will work directly with her to facilitate account resolution.
We value the feedback from Ms. [redacted] letter and reexamining this process. We also appreciate the opportunity to respond to the Revdex.com as we are committed to working with our members to resolve inquiries or disputes promptly and equitably. Should you have any further questions, please feel free to contact me.
Sincerely, [redacted]
Attached is a copy of our follow-up response to Revdex.com complaint ID #[redacted] submitted by our member [redacted]October 5, 2015Mr. [redacted]RE: Revdex.com Complaint ID #[redacted]Your recent follow up letter sent to the Better...
Business Bureau was forwarded to me to review.I would like to sincerely apologize that my previous response caused additional frustrations for you. It was definitely not my intent. I appreciate the feedback you provided and will consider it in future correspondence.If you have any additional questions or concerns, please feel free to call me directly at [redacted] Thank you,Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union
Your recent concerns lodged with the [redacted] have been forwarded to me for review. I have reviewed your account and the situation you described as well as Deserts Schools’ practices asthey pertain to your account and have summarized my findings below. Your complaint...
indicates that though you have remitted all of your monthly installments late, they were all remitted on or before the 30th day of delinquency and should not be reported as being 30 days late on your permanent credit profile. You also indicate that Desert Schools has reported your payment history incorrectly. Further your comments in the ‘Desired Settlement’, implies that the credit reporting practices of Desert Schools is not compliant with regulatory guidelines. As a furnisher of consumer credit account data, Desert Schools adheres to all applicable regulatory guidelines for reporting payment history under the Fair Credit Reporting Act (FCRA). Additionally we follow the standard electronic data reporting format provided by the Consumer Data Industry Association (CDIA). Within the CDIA’s Metro 2® Format guide it states: “The “clock” for a 30-day delinquency starts 30 days after the due date, as opposed to the billing date.” Although you may have made your payments on the 30th day of delinquency, because the account actually reached the 30th day of delinquency it is a reportable delinquency. Your payment history is charted below and does confirm when payments were due versus when they were received. Our records confirm that you contacted the credit union regarding your 10/17/2013 payment which was received on 11/18/2013. Per your request we processed a one-time courtesy reversal and corrected your credit report accordingly. It is also important to note that the majority of payments have been made via the check-by-phone service offered by Desert Schools. As such each time you authorized payment it was disclosed to you that the payment may take up to 48-business hours for the transaction to be processed and the payment applied to your loan. In fact, when the check-by-phone payment was authorized on Friday, 11/14/14 for the 10/17/14 due date, the representative from our Credit Assistance department specifically explained that the account may report 30 days late because the account was already 28 days, the check-by-phone may take 48- business hours and it was a Friday. Despite the information you received from the representative, you elected to continue with the transaction. It is the 10/17/14 payment that is reporting over 30 days. The payment you made via shared branching on 12/15/14 was credited to your loan on the same day.
Thank you for taking the time to speak with me today regarding your recent visit to our [redacted] Branch, and the ownership of your accounts with us. Desert Schools prides itself in providing the highest level of service to our members. Unfortunately, we have fallen short of meeting your...
expectation during this interaction. I want to offer you my sincere apologies and assure you that we have reviewed this situation and are taking steps to make sure we address transactions like this differently in the future. As a follow up to our conversation, I have personally reviewed the accounts you hold with your husband, son and daughter, and made sure the account ownership reflects your requests on all of these accounts. I apologize that we were not able to resolve this matter entirely on your first visit, but please rest assured it is now corrected. I will also take the appropriate measures to address the error that caused this situation initially.I am pleased that you have agreed to meet with [redacted] regarding your trust, on Tuesday, November 25, 2014 at 9:00 a.m. ([redacted] Branch). As you know, completing this trust is a very important step towards achieving the peace of mind you desire for your family. I am confident that [redacted] will assist you in getting this finalized to the satisfaction of both you and [redacted]. Mrs. [redacted], the years of membership and loyalty you have shown us are invaluable to Desert Schools. I again apologize for the inconvenience and frustration this has caused you. Thank you for allowing me the opportunity to correct this and provide you with the answers you requested. If I can be of any further assistance to you, please feel free to contact me at 602-433-7039. Thank you for your continued membership.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Two movie tickets to assuage us that our embarrassment at not being able to pay a bill at a supermarket for food should be accepted I really appreciate the letter from the VP who obviously took time out to look at our case and make a very pleasant offer But he claims he works for a non - profit, so why do they charge interest rates? There is no such thing as a non profit financial institution, we can argue this point till the sun rises but at the end of the day the organization must make money on its money (or it's customers deposits) I do not mind having a debate about this with Jim as I am a trained Economist and believe I know a little about the nature of financial institutionsThey work under the same or similar guidlines as [redacted] * or [redacted] *** I have told you what I want in recompense and maintain my right to charge them PRECISELY (as opposed to their indiscriminate charges) for charging, loss of revenue, inconvenience Regards, [redacted]
I am writing in response to the complaint you recently filed with the Revdex.com regarding the Paid nonsufficient funds (NSF) fees applied to your accountThank you for bringing your concerns to our attention.Paid NSF Fees represent the service charge we make in situations where there are insufficient funds in your account at the time a check or an electronic debit is presented for payment, but we cover the shortfall on your behalfDoing this ensures the people and organizations you intended to pay receive their funds, sparing you additional charges and potential embarrassmentIn each of the three occurrences mentioned in your complaint, there were not sufficient funds in your account to cover the transactions at the time each was presented for paymentDesert Schools paid those items on your behalf and applied the fee in each caseThe specifics are:On Friday, 1/9/an electronic debit from APS in the amount of $was presented for paymentAt that time the account balance was $We covered the payment to APS and applied a Paid NSF Fee of $to your accountYou did make a deposit of $at a Desert Schools ATM on Sunday, 1/11/(Posted on 1/12/2015); however, those additional funds were not available to cover the transaction on 1/9/so the fee was applied correctly.On Tuesday, 2/3/2015, check number in the amount of $was presented for paymentAt that time the account balance was $We paid the check and applied a Paid NSF Fee of $to your accountA direct deposit from IRS Treas in the amount of $2,was received and posted to your account on Wednesday, 2/4/2015; however, those additional funds were not available to cover the transaction on 2/3/so the fee was applied correctly.On Tuesday, 3/3/2015, check number in the amount of $was presented for paymentAt that time the account balance was $We paid the check and applied a Paid NSF Fee of $to your accountYou did make an online banking transfer of $on 3/4/2015; however, those additional funds were not available to cover the transaction on 3/3/so the fee was applied correctly.In each instance, items were presented for payment against an insufficient balance and, although it seems you were trying to ensure you had sufficient funds available, these items appear to have been presented earlier than you expectedThe three Paid NSF Fees you incurred were charged correctly and in accordance with the terms and conditions of this accountHowever, as a courtesy, we are happy to refund one of the $Paid NSF feesThis credit was posted to youraccount on Friday, 3/6/2015.I hope my response adequately explains our processes and addresses your concernsIf you have any further questions or concerns, please feel free to call me directly at ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
I am writing in response to the follow up letter you sent to the Revdex.com, indicating your displeasure with our earlier responseI appreciate the opportunity to clarify our position regarding your concerns In summary, your initial complaint was that your debit card was declined on November 6th, when you attempted to purchase groceries, because of the direct deposit from your wife's employer had not been credited as your expectedYou requested a refund of the $in fees you were incorrectly assessed, and you asked that the credit union pay you $1,for the embarrassment and inconvenience of having your card declined at the grocery store In my previous letter I explained that a power failure affected our ability to process incoming ACH files, including that from your wife's employerUntil we were able to recover from this event and post all the direct deposits, our card approval decision for all members were based on account balances immediately prior to the outageIn your case, your account showed a negative balance of -$227.55, as a result of two previous transactions which cleared your account on November 5thHad the direct deposit posted in the early hours of November 6th, as normal, your account would have returned to a positive status In my previous letter, I apologized for the inconvenience this caused and I refunded the fees to re-set your account balance as it would have been if we had no experienced a system outageI recognize it is inconvenient and somewhat embarrassing when a payment card is declinedHowever, card declines, for any of a number of reasons, have also become so commonplace that there is no meaningful stigma to having a card declinedConsequently, I have nothing more to offer you than a further apology for your inconvenience, caused by our system outage; Desert School will not be offering any additional compensation Thank you again for bringing your concerns to our attentionWe, at Desert Schools, genuinely appreciate your many years of membershipI hope my responses, and my explanation of events, confirm our commitment to you as a member Sincerely, [redacted] Vice President - Contact Center Operations ccRevdex.com
Let me first offer my sincerest condolences for the passing of your mother. I am writing in response to a complaint you recently submitted to the RevDex.com requesting that Desert Schools defer our annual Safe Deposit Box rental fee of $75. You previously addressed this... issue at our 44th Street & Thomas Road location and through social media on our Facebook page. I can clearly see your frustration and truly apologize for the inconvenience this has caused. We have fallen short of our commitment to provide you with exceptional service and an immediate solution. This situation does not represent the standard of service on which we pride ourselves. I understand that, since writing your letter, you met with [redacted] , our 44th Street & Thomas Road Branch Manager, on August 4th and a solution was agreed upon. In summary, Desert Schools will incur the expense associated with having the Safe Deposit Box opened, provide you with its contents and terminate the lease agreement on August 5th. In addition, we have reversed the $35 non-sufficient funds charge that you incurred as a result of the application of the original Safe Deposit Box fee. We are committed to quality and exceptional member service to each and every one of our members and strive to exceed every member's expectations. Although we fell short in this situation, I hope that you will allow us to demonstrate our dedication to delivering quality service in the future. Thank you for taking the time to tell us how we are doing and I apologize again for your recent experience. If I can be of further assistance, please don't hesitate to contact me at (***) ***-***.
*** *** ***:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear Mr***:I am writing in response to a recent Revdex.com complaint we received involving a transaction you processed at our *** *** branch located at *** ** *** ***.In reviewing your transaction I completely agree that we did not handle this issue in the
appropriate mannerI understand the service you received during this situation was neither satisfactory to you norwas it the caliber of service we pride ourselves in providing to our membersI do apologize for this issue and have taken steps to ensure future transactions or account adjustments such as this are addressed differently.I have also been advised that *** ***, Regional Director of that location has contacted you by phone and has corrected the issue to your satisfactionAgain, please let me apologize for anyinconvenience this may have caused you, your membership and satisfaction is very important to us. If I can be of any other assistance to you please feel free to contact me at ###-###-####Thank you for your continued patronage
I am writing in response to the complaint you recently filed with the Revdex.com regarding how transactions are processed at Desert Schools and how any subsequent non-sufficient funds (NSF) fees are applied to an accountThank you for bringing your concerns to our attention.In
your complaint, you indicated your belief that Desert Schools posts transactions largest to smallest to maximize the ability to assess NSF feesAlthough some financial institutions may do this, we do not. Desert Schools follows a prudent posting method of posting credit transactions first and then debit transactions in the following order: 1) Teller transactions and other force post items (low to high dollar amount), 2) Transfers (low to high dollar amount), 3) Recurring Non-PIN Point of Sale (order in which they are received), 4) ATM transactions (order in which they are received), 5) Non-PIN Point of Sale (order in which they are received), 6) PIN Point of Sale (order in which they are received), 7) ACH (low to high dollar amount), 8) Checks (check number order)Changes of any sort to our posting order undergo several layers of approval.Paid NSF Fees represent the service charge we make in situations where there are insufficient funds in your account at the time a check or an electronic debit is presented for payment, but we cover the shortfall on your behalfDoing this ensures the people and organizations you intended to pay receive their funds, sparing you additional charges and potential embarrassment.Unfortunately, your complaint letter did not include your account numberThe address and phone number on your letter did not match any records we have with members having the same nameTherefore, I am unable to provide you detail regarding your specific account and the transactions that posted to it.I hope my response adequately explains our processes and addresses your concernsIf you have any further questions or concerns, please feel free to call me directly at ###-###-####
I am writing in response to the complaint recently filed by *** *** *** with the RevDex.com regarding your automobile loanThank you for bringing your concerns to our attention.The complaint indicates that *** believed Desert Schools had received authorization from you
to speak with her regarding your automobile loanUnfortunately, we have no written authorization on fileOn two occasions, 10/27/and 2/9/we received verbal authorization from you to speak with *** during those calls onlyDuring the phone call on 10/27/14, when your loan was days past due, *** talked with our team lead, *** ***, regarding the possibility of a payment deferral or loan modification that may have provided some temporary relief that would allow additional time for payments to be made. *** contacted our Loss Mitigation department and confirmed that they would review your situation. However it would be necessary to for you to complete and submit an application and updated financial informationRepresentatives from our office left voice messages requesting a return call so we could discuss the options with youAdditionally, we were contacted by *** on 11/19/14, 11/21/14, and 12/5/14, but were prohibited from discussing the options in detail because of privacy restrictionsWe encouraged her to have you contact us directly so we could assist you.On 12/29/14, when your loan was days past due, we sent a “Final Demand” letter notifying you that your account had reached a critical stage of delinquency and required your immediate attentionIt noted the principal balance of your loan at the time of $1,929.42.On 1/6/15, when your loan was days past due, our Credit Assistance department received an email from our Member Assistance team advising us that they had received a call from ***During the call she informed them that your phone services had been disconnectedAdditionally, she indicated it was still your intent to pay your payment some time near the end of JanuaryNo specific amount or date was provided.On 1/27/15, when your loan had reached days past due, it was assigned for repossessionDesert Schools had not received any additional communication from you or *** subsequent to the conversation on 1/6/The delinquency had aged to a critical stage and it was necessary to assign the account for repossession in an effort to protect our collateral. On 2/9/15, when your account was days past due, you contacted our office and authorized our representative to speak with ***We advised *** that the payoff due was $2,112.10, which included the principal balance, accrued interest, accrued late charges, and the repossession close feeShe contested the payoff and stated that a letter you had received indicated that only $1,was dueShe then stated that is what she would pay and no moreOur representative attempted to explain that in order to pay off the account the principal balance, all interest and fees (including repossession close fee of $102.00) would need to be paid before the lien on the collateral would be releasedIn an effort to clarify the “repo fee” we explained that though the collateral had not actually been repossessed, the account had been assigned for repossession and Desert Schools would incur a $fee to close the assignment with the repossession companyThe fee would be added to your loan as part of the Collection Costs outline in your contract. Despite our efforts to explain the amounts due *** elected to terminate the call.On 2/11/our office received a call from our *** *** branchThey advised that *** was in the branch and wished to pay $1,toward your loanOur representative advised the teller that the payoff was $2,125.53, which consisted of $1,principal, $late fees, $interest and $repo close feeWe further advised the teller that the funds would be applied to your loan, but until it was paid off the title would not be releasedThe $1,was deposited to your savings account and then the following amounts were credited to your loan: $1,principal, $interest and $in late fees.Your account remains past due for the remainder of the principal balance of $76.23, a late fee of $13.48, interest due of $.74, and the repossession close fee of $for a total payoff of $192.45.As a courtesy we will waive all of the remaining funds owedYour loan will reflect being paid off and we will release your title and provide you the appropriate payoff documentation. I appreciate the opportunity to respond to the concerns outlined by ***I am hopeful that the detailed information provided will assist you in understanding the circumstances of your loanI hope my response adequately explains our processes and addresses your concernsIf you have any further questions or concerns, please feel free to call me directly at ###-###-####
I am writing in response to the complaint you recently filed with the Revdex.com regarding the fees applied to your account and the subsequent closing of your accountThank you for bringing your concerns to our attention
In November of 2012, all of our members were notified of a
new $Limited Membership Fee that was to begin in January This fee applies to those members who only maintain savings accounts and have a combined balance of less than $Members whom we projected could possibly incur this fee in January , were notified again in December of The notifications were intended to encourage members to determine how they would like to manage their relationships with Desert Schools going forwardWe asked those members to consider growing their relationships with the credit union by opening additional accounts or increasing the savings account balance to greater than $The notifications we re also intended as a reminder for members for whom the credit union savings account had potentially become an overlooked element of their financial management plan
At the time the fee was first applied, in January 2013, you had a balance of $ in yo ur Desert Schools savings account and there had been no transact ions recorded since an ATM withdrawal on January 3, As a result, in addition to the Limited Membership Fee, the twelve months of inactivity also triggered the implementation of an Inactive Account Fee of $per monthYou should note that, while the Limited Membership Fee was new, the Inactive Account Fee has existed in our fee schedule for a number of yea rs and the appropriate prior notifications were provided before your account was classified as inactive
From our review of your account, and the information provided in your BB B complaint, it appears you have moved out of stateHowever, since you had elected to receive electronic statements and notifications from Desert Schools, all of the notifications we provided were available to you with your statementsEach month, when the new statement becomes available online, Desert Schools also sends an e-mail to our members who use eStatements, to encourage them to review their accounts and to record any disputes within the days allotted under our Terms and Conditions
Our records confirm that we provided all necessary notifications and emails to inform you of the status of your account; however, we can also see that you had not logged in to online bankingThrough your conversations with our Member Assistance Center representatives, it became apparent that, although you did receive our email notifications, you were not able to access your account and did not take steps to resolve that issue until recentlyI can certainly understand you may have had other priorities which prevented you from taking action on our Inactive Account and Limited Membership notifications before the fees began to deplete your balance, and, under the circumstances, I believe Desert Schools should work with you to settle your concernsSince our implementation of the new Limited Membership Fee, in January, caused your account balance to decline more quickly than would have transpired with just the Inactive Account Fee, I have authorized the refund of all of the Limited Membership Fees that were applied to your accountThis totals $A check for this amount will be mailed under separate cover to the address provided on the Revdex.com complaint
I hope my response adequately explains our processes and addresses your concernsIf you have any further questions or concerns, please feel free to call me directly at ###-###-####
Sincerely,
*** ***
Vice President - Contact Center Operations
Your recent concerns lodged with the Revdex.com have been forwarded to me for reviewI have evaluated your account and the situation you described, as well as Deserts Schools' practices as they pertain to your account and have summarized my findings below.Your complaint concerns a
charged-off checking account on which you are a joint owner with Peter *** ***In your complaint you expressed your desire that Desert Schools should collect the remaining balance due from him, as 'agreed', and you described your alternate checking account, solely owned by you, as having been frozen.A review of our records does not show that an agreement of that nature was ever made with youIn fact, the Desert Schools Statements of Terms, Conditions and Disclosures states that the Credit Union can enforce overdraft liability in the joint account against any joint owner individuallyThe terms state specifically; "Each joint owner guarantees the signatures of the other joint owners and authorizes the others to endorse checks for deposit if they are payable to any of the joint ownersEach joint owner also authorizes the Credit Union to exercise setoff and enforce its security interest in the entire joint account, even though only one of the joint owners is the debtor; these rights exist irrespective of who contributed funds to the joint accountSimilarly, the Credit Union can enforce overdraft liability in the joint account against any joint owner individually." (A copy of the Statements of Terms, Conditions and Disclosures are enclosed.)Because your joint checking account was charged off on 6/27/13; your personal, related checking account was restricted in accordance with Desert Schools' established practices and proceduresAs you already know, this means you can only conduct withdrawals at a branch officeHowever; as you have visited a branch each month since the charge-off to withdraw the funds from your SSI and SSA deposits, you are also apparently aware that the funds on deposit were not offset to pay for the charged off checking, and were available for your use.I understand you have already visited your local branch office and have made arrangements with the representatives from the branch and from our Credit Assistance department to pay the remaining balance due on your charged-off checking accountI can confirm what our staff already explained: once the charge off balance has been paid in full, restrictions on your individual account will be removed and you can begin using the account normally.I appreciate the opportunity to respond to your concernsI am hopeful that the information provided will assist in understanding the transactions and account ownership responsibilities Please contact me directly if I can be of any further assistance.Sincerely,*** ***Senior Director
This isn't a response to resolve the complaint but a...
response to say they will work into this latter. The complaint is still unresolved and this matter needs to be looked into. In addition to the funds I want to be reimbursed, this bank's transaction processing needs to be looked into by either the NCUA or the FDIC to ensure they are processing transactions in a legal, fair, and non-deceptive way.
I am writing in response to a complaint you recently submitted to the Revdex.com regarding a credit bureau inquiry by Desert Schools Federal Credit Union. We sincerely apologize for our misunderstanding of your intent to refinance your auto loan and the inconvenience this has caused you....
We have taken the necessary steps to have this inquiry removed from your credit report.
In addition, I would like to apologize for our lack of response and follow up on two separate occasions. This level of service is unacceptable and has been address withed the branch staff. We are committed to quality and exceptional member service to each an delivery one of our members and strive to exceed every member's expectations. Although we fell short in this situation, I hope that you will allow us to demonstrate our dedication to delivering quality service in the future.
I apologize again for your experience at our [redacted]'s branch on [redacted]. If I can be of further assistance, please don't hesitate to contact me at ###-###-#### or via email at [redacted]
Sincerely,
[redacted]
Assistant Vice President - Retail Sales & Branch Operations
To Whom It May Concern,Attached please find the response to the Revdex.com Complaint [redacted] as well as copy of the letter and response as noted in the Revdex.com response letter for your reference.Thank you.Deana H[redacted]7/8/16
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Two movie tickets to assuage us that our embarrassment at not being able to pay a bill at a supermarket for food should be accepted.
I really appreciate the letter from the VP who obviously took time out to look at our case and make a very pleasant offer. But he claims he works for a non - profit, so why do they charge interest rates? There is no such thing as a non profit financial institution, we can argue this point till the sun rises but at the end of the day the organization must make money on its money (or it's customers deposits) I do not mind having a debate about this with Jim as I am a trained Economist and believe I know a little about the nature of financial institutions. They work under the same or similar guidlines as [redacted] or [redacted].
I have told you what I want in recompense and maintain my right to charge them PRECISELY (as opposed to their indiscriminate charges) for false charging, loss of revenue, inconvenience
Regards,
[redacted]
Desert Schools Federal Credit Union is in receipt of the correspondence filed by [redacted] with the Revdex.com in her complaint letter dated 8/25/2014.
We have reviewed the events described in Ms. [redacted] letter. Although our staff followed the standard right of offset procedures,...
outlined in our Statements of Terms, Conditions and Disclosures, and provided to members at the time accounts are opened, we are electing to reverse the transfer of funds associated with Ms. [redacted] account. We have contacted our member and will work directly with her to facilitate account resolution.
We value the feedback from Ms. [redacted] letter and reexamining this process. We also appreciate the opportunity to respond to the Revdex.com as we are committed to working with our members to resolve inquiries or disputes promptly and equitably. Should you have any further questions, please feel free to contact me.
Sincerely, [redacted]
Attached is a copy of our follow-up response to Revdex.com complaint ID #[redacted] submitted by our member [redacted]October 5, 2015Mr. [redacted]RE: Revdex.com Complaint ID #[redacted]Your recent follow up letter sent to the Better...
Business Bureau was forwarded to me to review.I would like to sincerely apologize that my previous response caused additional frustrations for you. It was definitely not my intent. I appreciate the feedback you provided and will consider it in future correspondence.If you have any additional questions or concerns, please feel free to call me directly at [redacted] Thank you,Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union
Your recent concerns lodged with the [redacted] have been forwarded to me for review. I have reviewed your account and the situation you described as well as Deserts Schools’ practices asthey pertain to your account and have summarized my findings below. Your complaint...
indicates that though you have remitted all of your monthly installments late, they were all remitted on or before the 30th day of delinquency and should not be reported as being 30 days late on your permanent credit profile. You also indicate that Desert Schools has reported your payment history incorrectly. Further your comments in the ‘Desired Settlement’, implies that the credit reporting practices of Desert Schools is not compliant with regulatory guidelines. As a furnisher of consumer credit account data, Desert Schools adheres to all applicable regulatory guidelines for reporting payment history under the Fair Credit Reporting Act (FCRA). Additionally we follow the standard electronic data reporting format provided by the Consumer Data Industry Association (CDIA). Within the CDIA’s Metro 2® Format guide it states: “The “clock” for a 30-day delinquency starts 30 days after the due date, as opposed to the billing date.” Although you may have made your payments on the 30th day of delinquency, because the account actually reached the 30th day of delinquency it is a reportable delinquency. Your payment history is charted below and does confirm when payments were due versus when they were received. Our records confirm that you contacted the credit union regarding your 10/17/2013 payment which was received on 11/18/2013. Per your request we processed a one-time courtesy reversal and corrected your credit report accordingly. It is also important to note that the majority of payments have been made via the check-by-phone service offered by Desert Schools. As such each time you authorized payment it was disclosed to you that the payment may take up to 48-business hours for the transaction to be processed and the payment applied to your loan. In fact, when the check-by-phone payment was authorized on Friday, 11/14/14 for the 10/17/14 due date, the representative from our Credit Assistance department specifically explained that the account may report 30 days late because the account was already 28 days, the check-by-phone may take 48- business hours and it was a Friday. Despite the information you received from the representative, you elected to continue with the transaction. It is the 10/17/14 payment that is reporting over 30 days. The payment you made via shared branching on 12/15/14 was credited to your loan on the same day.
Thank you for taking the time to speak with me today regarding your recent visit to our [redacted] Branch, and the ownership of your accounts with us. Desert Schools prides itself in providing the highest level of service to our members. Unfortunately, we have fallen short of meeting your...
expectation during this interaction. I want to offer you my sincere apologies and assure you that we have reviewed this situation and are taking steps to make sure we address transactions like this differently in the future. As a follow up to our conversation, I have personally reviewed the accounts you hold with your husband, son and daughter, and made sure the account ownership reflects your requests on all of these accounts. I apologize that we were not able to resolve this matter entirely on your first visit, but please rest assured it is now corrected. I will also take the appropriate measures to address the error that caused this situation initially.I am pleased that you have agreed to meet with [redacted] regarding your trust, on Tuesday, November 25, 2014 at 9:00 a.m. ([redacted] Branch). As you know, completing this trust is a very important step towards achieving the peace of mind you desire for your family. I am confident that [redacted] will assist you in getting this finalized to the satisfaction of both you and [redacted]. Mrs. [redacted], the years of membership and loyalty you have shown us are invaluable to Desert Schools. I again apologize for the inconvenience and frustration this has caused you. Thank you for allowing me the opportunity to correct this and provide you with the answers you requested. If I can be of any further assistance to you, please feel free to contact me at 602-433-7039. Thank you for your continued membership.
Hello.Attached please find our response to the Revdex.com Compliant #[redacted].Thank you.Deana H[redacted]Executive Assistant[redacted]