Attached is a copy of our response to Revdex.com complaint ID [redacted] submitted by [redacted]If any questions or additional information is needed, please contact us.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union
Attached is a copy of our response to Revdex.com complaint ID #[redacted] submitted by our member [redacted]. If any questions or additional information is needed, please let us know.Thank you,Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union
September 21, 2015Ms. [redacted]RE: Revdex.com Complaint ID #[redacted] Dear Ms. [redacted]:Your recent concerns filed with the Revdex.com have been forwarded to me for research. I have reviewed your account and the concerns described in your...
letter, along with Deserts Schools’ practices as they pertain to your account and have summarized my findings below.Your complaint noted a number of concerns; I will do my best to answer each individually. The principal issue appears to be a misunderstanding regarding the impact of the terms of your divorce decree on your obligation to Desert Schools under loan # [redacted].The divorce decree is the final ruling of the court which officially terminates a marriage. As was apparently the case in your situation, the divorce decree typically identifies which of the parties bears specific responsibility for satisfying each of the shared obligations remaining from the marriage. However, while the obligations established by the decree are binding on both of the divorcing parties, they do not alter the two parties’ shared obligation to their joint creditors. Consequently, although one divorcing party may be obligated by the divorce decree to satisfy a debt, the creditors may continue to view that as a joint obligation until it is paid in full. This is why, when your ex-husband made late payments, that information was reflected on both of your credit profiles.Your letter also requests that Desert Schools modify our credit reporting to indicate the sale of this debt to Innovative Debt Recovery (IDR). In fact, your account has not been sold to Innovative Debt Recovery and is still owned by Desert Schools. At the time of the Short Sale of your home, in October 2011, you executed a “Short Sale Agreement” with Desert Schools which modified your existing Home Equity Line of Credit (HELOC) to reflect the substitution of a Stipulated Judgment in lieu of collateral. This allowed you and your ex-husband to repay the loan under the original terms. Payments were made as agreed until July 2013. The delinquency continued until December 2013, when we charged- off the loan. At that point, rather than executing the stipulated judgment and pursuing the account through the legal process, Desert Schools assigned the account to IDR in an effort to reach an amicable repayment arrangement on the charged-off balance. Clearly, IDR was ultimately able to make a suitable payment arrangement as we have received $200.00 each month, since September 2014.It is regrettable, both that you and your ex-husband were unable to repay the loan in accordance with the short sale agreement, and that your ex-husband was initially unable to fulfill the repayment obligation imposed on him by your subsequent divorce decree. However, your loan is being correctly reported to the credit agencies as “Charged Off”. When the balance is paid in full the status will be updated to reflect that the account is a “Paid charge off”. In fact, Desert Schools has responded to 18 credit disputes filed by you with the credit reporting agencies since May 2014. In response to each we have investigated, re-investigated and reviewed all relevant documents. Each time we have affirmed that the reporting of your account as “Charged Off” is accurate.I appreciate the opportunity to respond to the concerns you outlined in your letter. I hope my response adequately explains the actions taken on your account as it relates to the disputes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at [redacted].Thank you,Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union
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 account. Thank 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 behalf. Doing this ensures the people and organizations you intended to pay receive their funds, sparing you additional charges and potential embarrassment. In 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 payment. Desert Schools paid those items on your behalf and applied the fee in each case. The specifics are:On Friday, 1/9/2015 an electronic debit from APS in the amount of $73.22 was presented for payment. At that time the account balance was $66.01. We covered the payment to APS and applied a Paid NSF Fee of $35.00 to your account. You did make a deposit of $100 at a Desert Schools ATM on Sunday, 1/11/2015 (Posted on 1/12/2015); however, those additional funds were not available to cover the transaction on 1/9/2015 so the fee was applied correctly.On Tuesday, 2/3/2015, check number 7202 in the amount of $792.72 was presented for payment. At that time the account balance was $6.84. We paid the check and applied a Paid NSF Fee of $35.00 to your account. A direct deposit from IRS Treas 310 in the amount of $2,531.00 was received and posted to your account on Wednesday, 2/4/2015; however, those additional funds were not available to cover the transaction on 2/3/2015 so the fee was applied correctly.On Tuesday, 3/3/2015, check number 7201 in the amount of $792.72 was presented for payment. At that time the account balance was $367.75. We paid the check and applied a Paid NSF Fee of $35.00 to your account. You did make an online banking transfer of $600 on 3/4/2015; however, those additional funds were not available to cover the transaction on 3/3/2015 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 expected. The three Paid NSF Fees you incurred were charged correctly and in accordance with the terms and conditions of this account. However, as a courtesy, we are happy to refund one of the $35.00 Paid NSF fees. This credit was posted to youraccount on Friday, 3/6/2015.I hope my response adequately explains our processes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at ###-###-####.
To Whom It May Concern:Attached please find our response to Revdex.com Complaint #[redacted].Thank you.Deana H[redacted]Executive Assistant[redacted]10/26/17
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.
I am not satisfied because I was told on the telephone that as long as I had my account positive by June 30, 2015 nothing would happen. I telephoned Desert Schools at least twice on that day plus a day or two before. I was NOT told that Desert Schools Federal Credit Union would freeze my account. An automatic deposit was made Saturday the 6th, it is now the 10th, and almost Thursday. I still cannot gain access to my checking account details, statements, or my positive funds via my debit card. It has been positive for three business days and my checking account is still frozen. I am on a limited income and although it is only $86, I need my money. The bank will not allow me to make purchases even though I have my account in a positive balance for three business days. The prior message said I only needed to have it positive for one business day in order to have access. So no, I am not happy with their response.
Regards,
[redacted]
To Whom It May Concern:Attached please find our response to Revdex.com Complaint [redacted].Questions or concerns, please call our office.Thank you.Deana H[redacted]Executive Assistant[redacted]
[redacted]
[redacted]
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 Complaint ID #: [redacted] you recently filed with the Revdex.com regarding unauthorized debit card transactions on your account. It is apparent from your letter that our member service representatives did not do enough to explain what had transpired, and...
the different resolution steps which were required as a result. Thank you for bringing your concerns to our attention and for giving me this opportunity to try to explain more effectively.
When our fraud department contacted you on 8/20/2014 regarding suspicious attempted charges from [redacted], you confirmed that these transactions were not authorized. The transactions were declined so they never impacted your account and your debit card was closed to prevent further attempts .
Unfortunately, two previous transactions totaling $105.00 had not registered as potentially fraudulent and had already been approved. This is not uncommon as there is no way to know, in most cases, whether a particular transaction is fraudulent. Instead, our system looks for suspicious trends, such as a number of transactions from one location over a short period of time. Since those transactions had been approved, resulting in a hold on your account, we were required by the procedures which govern the card payment system to instruct you to file a notice of dispute.
Our member service representatives accurately described the dispute process and the typical 1-2 day delay before provisional credit is typically applied. Where w e seem to have fallen short was in our explanation. We appear to have left you with the incorrect impression that, despite our call to confirm that certain transactions were actually fraudulent, we still allowed them to impact your account, tying-up your funds for two days.
Based on the misunderstanding we created, you were understandably dissatisfied with our resolution. In response to your email we called to advise you that we had released the hold on your funds required to cover the charge authorization, and committed to expedite the provisional credit which will be required when those approved transactions actually post to your account.
From your experience so far, and even from this letter, I hope you can see that the underlying procedures which are designed to make sure that the card payment system works for all of us, are quite rigid. Although we have released your funds, the transactions totaling $105 are still out there.
Because our system already approved them, we are required to post them to your account. For that reason, it is critical that you contact our Member Assistance Center to complete a formal dispute. Having this required record in place will allow us to expedite the provisional credit, as promised.
I apologize for the frustration you experienced, and for the role our lack of clarity played in adding to the stress of being a victim of fraud. I hope this explanation fills in some of the gaps and reassures you that we take security seriously and are committed to protecting our members' accounts from fraudulent transactions, and to resolving disputed transactions quickly, in accordance with the regulations.
Thank you for allowing us to respond to this matter and if I can be of further assistance, please contact me at ###-###-#### or via e-mail at [redacted].
Sincerely,
[redacted]
Director - Member Assistance Center
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
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]
Dear Ms. [redacted]:I am writing in response to the complaint you recently filed with the Revdex.com regarding your account being overdrawn and information you obtained about bringing it to a positive balance. Thank you for bringing your concerns to our attention.In reviewing the...
details of your account, it appears your account has been negative since April 28, 2015. You indicated that you made deposits into your account to bring it positive. Although you made a deposit on May 11th and May 26th the account did not have a positive balance for at least one business day as explained in our Statement of Terms, Conditions and Disclosures. Additional debit transactions cleared the same day you made your deposits therefore keeping your account in a negative balance. Since the account did not meet this requirement and you have had a negative balance for over 30 days, the account is subject to collections activity.On May 29th, you spoke with our Credit Assistance department and were informed that they will give you until the end of June in order to bring the account current. As long as the balance is brought current for at least one business day by June 30th, then your account will be returned to an open and active status. Your online access is currently unavailable until your account is brought current. If your account is not brought current by June 30, 2015 then the account will be charged off. A charged off account does not reflect on your credit report. At this time, we are not able to grant you a further extension. We do encourage you to contact our Credit Assistance department at ###-###-#### if you would like to discuss this matter further to see what options you would like to present to bring your account to apositive balance.I do apologize if any information provided to you was not clear on how your account functions. I hope my response adequately explains our processes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at ###-###-####.
To Whom it May Concern:In regards to Ms. [redacted] Revdex.com Complaint #[redacted]:"I just got off the phone with Ms. Stover. She was very cordial and I was able to answer all of her questions and concerns. At the end of the call, she shared with me that the Revdex.com complaint she had written does not...
need a response at this point. As she put it, I “completely took care of her concerns, answered all of her questions and she knows what she needs to do to use her Bill Pay again”. Please let me know if you need anything else." We are considering this matter closed. Thank you.Deana H[redacted]Executive Assistant[redacted]
I am writing in response to the complaint you recently filed with the Revdex.com regarding your Desert Schools [redacted] credit card. I appreciate your membership with Desert Schools and thank you for bringing your concerns to our attention.Desert Schools Federal Credit...
Union has a longstanding partnership with [redacted] Financial Services to provide Credit Card services to our members. Through this partnership our members are able to take advantage of special offers, including 0% financing that would otherwise be unavailable. The marketing and promotional material that we and [redacted] use correctly discloses our partnership with Elan and indicates that the offers and servicing are through [redacted] Financial Services.The offer you received provides 0% financing on the transferred balance and purchases made on your card for a period of eighteen months, which creates a great opportunity to save money on interest. It is true that viewing the balance on your credit card currently involves a separate website log in, distinct from your Desert Schools Online Banking. You will receive regular periodic statements on your card balance and you can make payments at any time, even multiple times per month, to the card through the Desert Schools Bill Payment system. With the 0% interest and the ease of making online payments I hope that you will find our credit card to be in line with your goal of paying off the card quickly.I do apologize if the nature of our partnership with [redacted] was unclear to you at first. We have attempted to contact you by phone and I would be happy to speak with you directly about your concerns. Please feel free to call me at ###-###-####.
I am writing in response to your follow up letter on June 11, 2015 to the Revdex.com regarding your account issue not being resolved. Thank you for bringing your concerns to our attention.In your response, you indicated you were not able to log into online banking and that you were unable to conduct transactions on your account even after bringing your account to a positive balance.Our records indicate that you had a direct deposit to your account on June 8th which brought your account to a positive balance. An account that is in collections is not automatically returned to active status after it is brought current. In order for the account status to be changed, it requires a phone call from the member so that we have an opportunity to review the account. It does look like you contacted Desert Schools on June 12th at which point your debit card and online banking access were restored. We apologize for the inconvenience you may have experienced.In response to your letter, we also had a supervisor from our Member Assistance Center contact you on June 15th to ensure that you were able to log into online banking and that your debit card was working properly. During that call we were able to have you log in successfully as well as confirm your debit card was working.I hope my response adequately explains our processes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at ###-###-####.Sincerely,[redacted]Vice PresidentContact Centers & Credit Services
[redacted]
If any questions or additional information is needed, please contact us.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union[redacted]...
[redacted]Desert Schools Federal Credit Union received the complaint (referenced above) you filed with the Revdex.com. Your complaint concerned the hold that was placed on a cashier’s check you deposited to establish your new Membership Savings account at Desert Schools.As confirmed in my call with [redacted] (joint owner) on September 11th, Desert Schools released the hold placed on the funds in your account. We appreciate you bringing this situation to our attention and apologize for any inconvenience this may have caused. While non-transaction accounts (e.g., savings accounts) are not governed by Regulation CC, Desert Schools generally follows those rules for new members (i.e., accounts opened within thirty (30) days). Having that said, your deposit should have been available the first business day after your deposit. Desert Schools will take your feedback and use it as an opportunity to refresh our employees’ understanding of the applicable regulations and our Statements of Terms, Conditions, and Disclosures.Please be advised that our records do indicate you were provided with a receipt at the time your transaction was completed showing that the amount ($1,000) of your deposit would be held through September 22, 2015.We appreciate you taking the time to share your experience and apologize for any inconvenience or frustration this situation has caused. If you have additional questions or concerns, please feel free to reach out to me directly.
[A default letter is provided here which indicates your acceptance of the business's...
response. If you wish, you may update it before sending it.]
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]
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 ([redacted]) [redacted].
Revdex.com:Hello DSFCUWords cannot express how thankful...
I am for your prompt response and action that was taken regarding my checking account.My heart is filled with gratitude, knowing I can count on my Financial institution to do what is right. It also comforts me to know, that I have chosen the right CU for all my banking needs. I will continue to share with my friends & family of our trustworthy relationship.Again, thank you from the bottom of my heart
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]
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]
Attached is a copy of our response to Revdex.com complaint ID [redacted] submitted by [redacted]If any questions or additional information is needed, please contact us.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union
Attached is a copy of our response to Revdex.com complaint ID #[redacted] submitted by our member [redacted]. If any questions or additional information is needed, please let us know.Thank you,Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union
September 21, 2015Ms. [redacted]RE: Revdex.com Complaint ID #[redacted] Dear Ms. [redacted]:Your recent concerns filed with the Revdex.com have been forwarded to me for research. I have reviewed your account and the concerns described in your...
letter, along with Deserts Schools’ practices as they pertain to your account and have summarized my findings below.Your complaint noted a number of concerns; I will do my best to answer each individually. The principal issue appears to be a misunderstanding regarding the impact of the terms of your divorce decree on your obligation to Desert Schools under loan # [redacted].The divorce decree is the final ruling of the court which officially terminates a marriage. As was apparently the case in your situation, the divorce decree typically identifies which of the parties bears specific responsibility for satisfying each of the shared obligations remaining from the marriage. However, while the obligations established by the decree are binding on both of the divorcing parties, they do not alter the two parties’ shared obligation to their joint creditors. Consequently, although one divorcing party may be obligated by the divorce decree to satisfy a debt, the creditors may continue to view that as a joint obligation until it is paid in full. This is why, when your ex-husband made late payments, that information was reflected on both of your credit profiles.Your letter also requests that Desert Schools modify our credit reporting to indicate the sale of this debt to Innovative Debt Recovery (IDR). In fact, your account has not been sold to Innovative Debt Recovery and is still owned by Desert Schools. At the time of the Short Sale of your home, in October 2011, you executed a “Short Sale Agreement” with Desert Schools which modified your existing Home Equity Line of Credit (HELOC) to reflect the substitution of a Stipulated Judgment in lieu of collateral. This allowed you and your ex-husband to repay the loan under the original terms. Payments were made as agreed until July 2013. The delinquency continued until December 2013, when we charged- off the loan. At that point, rather than executing the stipulated judgment and pursuing the account through the legal process, Desert Schools assigned the account to IDR in an effort to reach an amicable repayment arrangement on the charged-off balance. Clearly, IDR was ultimately able to make a suitable payment arrangement as we have received $200.00 each month, since September 2014.It is regrettable, both that you and your ex-husband were unable to repay the loan in accordance with the short sale agreement, and that your ex-husband was initially unable to fulfill the repayment obligation imposed on him by your subsequent divorce decree. However, your loan is being correctly reported to the credit agencies as “Charged Off”. When the balance is paid in full the status will be updated to reflect that the account is a “Paid charge off”. In fact, Desert Schools has responded to 18 credit disputes filed by you with the credit reporting agencies since May 2014. In response to each we have investigated, re-investigated and reviewed all relevant documents. Each time we have affirmed that the reporting of your account as “Charged Off” is accurate.I appreciate the opportunity to respond to the concerns you outlined in your letter. I hope my response adequately explains the actions taken on your account as it relates to the disputes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at [redacted].Thank you,Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union
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 account. Thank 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 behalf. Doing this ensures the people and organizations you intended to pay receive their funds, sparing you additional charges and potential embarrassment. In 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 payment. Desert Schools paid those items on your behalf and applied the fee in each case. The specifics are:On Friday, 1/9/2015 an electronic debit from APS in the amount of $73.22 was presented for payment. At that time the account balance was $66.01. We covered the payment to APS and applied a Paid NSF Fee of $35.00 to your account. You did make a deposit of $100 at a Desert Schools ATM on Sunday, 1/11/2015 (Posted on 1/12/2015); however, those additional funds were not available to cover the transaction on 1/9/2015 so the fee was applied correctly.On Tuesday, 2/3/2015, check number 7202 in the amount of $792.72 was presented for payment. At that time the account balance was $6.84. We paid the check and applied a Paid NSF Fee of $35.00 to your account. A direct deposit from IRS Treas 310 in the amount of $2,531.00 was received and posted to your account on Wednesday, 2/4/2015; however, those additional funds were not available to cover the transaction on 2/3/2015 so the fee was applied correctly.On Tuesday, 3/3/2015, check number 7201 in the amount of $792.72 was presented for payment. At that time the account balance was $367.75. We paid the check and applied a Paid NSF Fee of $35.00 to your account. You did make an online banking transfer of $600 on 3/4/2015; however, those additional funds were not available to cover the transaction on 3/3/2015 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 expected. The three Paid NSF Fees you incurred were charged correctly and in accordance with the terms and conditions of this account. However, as a courtesy, we are happy to refund one of the $35.00 Paid NSF fees. This credit was posted to youraccount on Friday, 3/6/2015.I hope my response adequately explains our processes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at ###-###-####.
To Whom It May Concern:Attached please find our response to Revdex.com Complaint #[redacted].Thank you.Deana H[redacted]Executive Assistant[redacted]10/26/17
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.
I am not satisfied because I was told on the telephone that as long as I had my account positive by June 30, 2015 nothing would happen. I telephoned Desert Schools at least twice on that day plus a day or two before. I was NOT told that Desert Schools Federal Credit Union would freeze my account. An automatic deposit was made Saturday the 6th, it is now the 10th, and almost Thursday. I still cannot gain access to my checking account details, statements, or my positive funds via my debit card. It has been positive for three business days and my checking account is still frozen. I am on a limited income and although it is only $86, I need my money. The bank will not allow me to make purchases even though I have my account in a positive balance for three business days. The prior message said I only needed to have it positive for one business day in order to have access. So no, I am not happy with their response.
Regards,
[redacted]
To Whom It May Concern:Attached please find our response to Revdex.com Complaint [redacted].Questions or concerns, please call our office.Thank you.Deana H[redacted]Executive Assistant[redacted]
[redacted]
[redacted] [redacted]...
[redacted]
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 Complaint ID #: [redacted] you recently filed with the Revdex.com regarding unauthorized debit card transactions on your account. It is apparent from your letter that our member service representatives did not do enough to explain what had transpired, and...
the different resolution steps which were required as a result. Thank you for bringing your concerns to our attention and for giving me this opportunity to try to explain more effectively.
When our fraud department contacted you on 8/20/2014 regarding suspicious attempted charges from [redacted], you confirmed that these transactions were not authorized. The transactions were declined so they never impacted your account and your debit card was closed to prevent further attempts .
Unfortunately, two previous transactions totaling $105.00 had not registered as potentially fraudulent and had already been approved. This is not uncommon as there is no way to know, in most cases, whether a particular transaction is fraudulent. Instead, our system looks for suspicious trends, such as a number of transactions from one location over a short period of time. Since those transactions had been approved, resulting in a hold on your account, we were required by the procedures which govern the card payment system to instruct you to file a notice of dispute.
Our member service representatives accurately described the dispute process and the typical 1-2 day delay before provisional credit is typically applied. Where w e seem to have fallen short was in our explanation. We appear to have left you with the incorrect impression that, despite our call to confirm that certain transactions were actually fraudulent, we still allowed them to impact your account, tying-up your funds for two days.
Based on the misunderstanding we created, you were understandably dissatisfied with our resolution. In response to your email we called to advise you that we had released the hold on your funds required to cover the charge authorization, and committed to expedite the provisional credit which will be required when those approved transactions actually post to your account.
From your experience so far, and even from this letter, I hope you can see that the underlying procedures which are designed to make sure that the card payment system works for all of us, are quite rigid. Although we have released your funds, the transactions totaling $105 are still out there.
Because our system already approved them, we are required to post them to your account. For that reason, it is critical that you contact our Member Assistance Center to complete a formal dispute. Having this required record in place will allow us to expedite the provisional credit, as promised.
I apologize for the frustration you experienced, and for the role our lack of clarity played in adding to the stress of being a victim of fraud. I hope this explanation fills in some of the gaps and reassures you that we take security seriously and are committed to protecting our members' accounts from fraudulent transactions, and to resolving disputed transactions quickly, in accordance with the regulations.
Thank you for allowing us to respond to this matter and if I can be of further assistance, please contact me at ###-###-#### or via e-mail at [redacted].
Sincerely,
[redacted]
Director - Member Assistance Center
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
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]
Dear Ms. [redacted]:I am writing in response to the complaint you recently filed with the Revdex.com regarding your account being overdrawn and information you obtained about bringing it to a positive balance. Thank you for bringing your concerns to our attention.In reviewing the...
details of your account, it appears your account has been negative since April 28, 2015. You indicated that you made deposits into your account to bring it positive. Although you made a deposit on May 11th and May 26th the account did not have a positive balance for at least one business day as explained in our Statement of Terms, Conditions and Disclosures. Additional debit transactions cleared the same day you made your deposits therefore keeping your account in a negative balance. Since the account did not meet this requirement and you have had a negative balance for over 30 days, the account is subject to collections activity.On May 29th, you spoke with our Credit Assistance department and were informed that they will give you until the end of June in order to bring the account current. As long as the balance is brought current for at least one business day by June 30th, then your account will be returned to an open and active status. Your online access is currently unavailable until your account is brought current. If your account is not brought current by June 30, 2015 then the account will be charged off. A charged off account does not reflect on your credit report. At this time, we are not able to grant you a further extension. We do encourage you to contact our Credit Assistance department at ###-###-#### if you would like to discuss this matter further to see what options you would like to present to bring your account to apositive balance.I do apologize if any information provided to you was not clear on how your account functions. I hope my response adequately explains our processes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at ###-###-####.
To Whom it May Concern:In regards to Ms. [redacted] Revdex.com Complaint #[redacted]:"I just got off the phone with Ms. Stover. She was very cordial and I was able to answer all of her questions and concerns. At the end of the call, she shared with me that the Revdex.com complaint she had written does not...
need a response at this point. As she put it, I “completely took care of her concerns, answered all of her questions and she knows what she needs to do to use her Bill Pay again”. Please let me know if you need anything else." We are considering this matter closed. Thank you.Deana H[redacted]Executive Assistant[redacted]
I am writing in response to the complaint you recently filed with the Revdex.com regarding your Desert Schools [redacted] credit card. I appreciate your membership with Desert Schools and thank you for bringing your concerns to our attention.Desert Schools Federal Credit...
Union has a longstanding partnership with [redacted] Financial Services to provide Credit Card services to our members. Through this partnership our members are able to take advantage of special offers, including 0% financing that would otherwise be unavailable. The marketing and promotional material that we and [redacted] use correctly discloses our partnership with Elan and indicates that the offers and servicing are through [redacted] Financial Services.The offer you received provides 0% financing on the transferred balance and purchases made on your card for a period of eighteen months, which creates a great opportunity to save money on interest. It is true that viewing the balance on your credit card currently involves a separate website log in, distinct from your Desert Schools Online Banking. You will receive regular periodic statements on your card balance and you can make payments at any time, even multiple times per month, to the card through the Desert Schools Bill Payment system. With the 0% interest and the ease of making online payments I hope that you will find our credit card to be in line with your goal of paying off the card quickly.I do apologize if the nature of our partnership with [redacted] was unclear to you at first. We have attempted to contact you by phone and I would be happy to speak with you directly about your concerns. Please feel free to call me at ###-###-####.
I am writing in response to your follow up letter on June 11, 2015 to the Revdex.com regarding your account issue not being resolved. Thank you for bringing your concerns to our attention.In your response, you indicated you were not able to log into online banking and that you were unable to conduct transactions on your account even after bringing your account to a positive balance.Our records indicate that you had a direct deposit to your account on June 8th which brought your account to a positive balance. An account that is in collections is not automatically returned to active status after it is brought current. In order for the account status to be changed, it requires a phone call from the member so that we have an opportunity to review the account. It does look like you contacted Desert Schools on June 12th at which point your debit card and online banking access were restored. We apologize for the inconvenience you may have experienced.In response to your letter, we also had a supervisor from our Member Assistance Center contact you on June 15th to ensure that you were able to log into online banking and that your debit card was working properly. During that call we were able to have you log in successfully as well as confirm your debit card was working.I hope my response adequately explains our processes and addresses your concerns. If you have any further questions or concerns, please feel free to call me directly at ###-###-####.Sincerely,[redacted]Vice PresidentContact Centers & Credit Services
To Whom It May Concern:Attached please find our response to Revdex.com #[redacted].Thank you.Deana H[redacted]Executive Assistant[redacted]10/26/17
[redacted]
If any questions or additional information is needed, please contact us.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union[redacted]...
[redacted]Desert Schools Federal Credit Union received the complaint (referenced above) you filed with the Revdex.com. Your complaint concerned the hold that was placed on a cashier’s check you deposited to establish your new Membership Savings account at Desert Schools.As confirmed in my call with [redacted] (joint owner) on September 11th, Desert Schools released the hold placed on the funds in your account. We appreciate you bringing this situation to our attention and apologize for any inconvenience this may have caused. While non-transaction accounts (e.g., savings accounts) are not governed by Regulation CC, Desert Schools generally follows those rules for new members (i.e., accounts opened within thirty (30) days). Having that said, your deposit should have been available the first business day after your deposit. Desert Schools will take your feedback and use it as an opportunity to refresh our employees’ understanding of the applicable regulations and our Statements of Terms, Conditions, and Disclosures.Please be advised that our records do indicate you were provided with a receipt at the time your transaction was completed showing that the amount ($1,000) of your deposit would be held through September 22, 2015.We appreciate you taking the time to share your experience and apologize for any inconvenience or frustration this situation has caused. If you have additional questions or concerns, please feel free to reach out to me directly.
[A default letter is provided here which indicates your acceptance of the business's...
response. If you wish, you may update it before sending it.]
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]
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 ([redacted]) [redacted].
Revdex.com:Hello DSFCUWords cannot express how thankful...
I am for your prompt response and action that was taken regarding my checking account.My heart is filled with gratitude, knowing I can count on my Financial institution to do what is right. It also comforts me to know, that I have chosen the right CU for all my banking needs. I will continue to share with my friends & family of our trustworthy relationship.Again, thank you from the bottom of my heart
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]
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]