We will research and provide a response to this issue within the next 20 days. Thank you for allowing us adequate time to address this matter. Deana H[redacted]Executive Assistant11/17/16[redacted]
I am writing in response to the complaint you filed with the Revdex.com regarding the issues you experienced recently with the direct deposit of your wife's direct deposit. Thank you for bringing your concerns to our attention.
I would like to begin with an apology for the...
issues you faced while trying to determine the status of your wife's direct deposit from the [redacted]. Desert Schools did experience an unexpected hardware failure that subsequently caused a delay in the processing of the direct deposit files we received. We recognize this unanticipated system issue may have caused issues for some of our members. We sincerely apologize for any inconvenience this issue caused you and your family.
In your letter, you correctly identified that Non-Sufficient Funds (NSF) fees are applied automatically by our system if items clear an account when funds are not available to cover them. Clearly, if your wife's direct deposit had not been delayed by our system issue, there would have been sufficient funds in your account and no NSF fees would have been applied. Since that is not what transpired, I have reviewed your account to ensure only the two NSF fees you mentioned were charged as a result of this error, and have reversed those fees, crediting the $70 back to your account. Once again, I do apologize for the inconvenience you experienced as a result of this unanticipated system issue.
Although the credit union, a non-for-profit financial service cooperative, is unable to redirect funds entrusted to us by members like you, to provide compensation in the manner requested in your letter, I can certainly understand your frustration at the impacts of our system issue. I have, however, enclosed two complimentary [redacted] movie tickets as a small gesture to indicate our understanding of your frustration. On behalf of the entire Desert Schools organization, I truly apologize for the inconvenience you and your wife experienced. If you have any further questions or concerns, please feel free to call me directly at ([redacted].
Sincerely,
[redacted]
Vice President - Contact Center Operations
Enclosure
cc: Revdex.com
Attached is our response to the Revdex.com complaint ID #[redacted] submitted by our member [redacted]If any questions or additional information is needed regarding this complaint, please contact us.Thank you, Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union
Hello. We are in the process of reviewing Mr. [redacted]'s issue and appreciate the Revdex.com allowing us adequate time to research and provide a response.Thank you.Deana H[redacted]Executive Assistant[redacted]11/30/16
To Whom It May Concern,Attached please find a copy of the response to [redacted], for your records.Thank you.Deana H[redacted]Executive Assistant[redacted]7/12/17
Attached is a copy of our response to the 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
I am writing in response to the follow up letter you sent to the Revdex.com, indicating your displeasure with our earlier response. I 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 expected. You requested a refund of the $70 in fees you were incorrectly assessed, and you asked that the credit union pay you $1,000 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 employer. Until 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 outage. In your case, your account showed a negative balance of -$227.55, as a result of two previous transactions which cleared your account on November 5th. Had 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 outage. I recognize it is inconvenient and somewhat embarrassing when a payment card is declined. However, card declines, for any of a number of reasons, have also become so commonplace that there is no meaningful stigma to having a card declined. Consequently, 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 attention. We, at Desert Schools, genuinely appreciate your many years of membership. I hope my responses, and my explanation of events, confirm our commitment to you as a member.
Sincerely,
[redacted]
Vice President - Contact Center Operations
cc. Revdex.com
June 1, 2017Mr. [redacted]3211 S 94'h AveTolleson, AZ 85353RE: Revdex.com Complaint ID #[redacted]Dear Mr. [redacted]:This letter is being sent in response to the complaint that was filed with the Revdex.com (Revdex.com) on May 27, 2017 regarding the collection practices at Desert...
Schools. A copy of your complaint was received in our office on May 30, 2017.The complaint indicated that you believe actions taken by Desert Schools violated the Fair Debt CollectionPractices act (FDCPA) and the Fair Credit Reporting Act (FCRA).Your first concern focused on a call that was made at your place of employment, Wells Fargo Home Mortgage.
The concern was that a message was left on your supervisor's voicemail regarding your past due auto loan and
that act may have violated the FDCPA. After researching the call, it was determined that the collector's actions were reasonableand within the guidelines of the FDCPA. The collector left a general message and did not provide details of the account or the purpose of the call. The FDCPA section 805 (3) states that collection calls cannot be made at the consumer's place of employment if the collector had knowledge that calls are prohibited. When the call was initiated, the collector had no knowledge that calls were prohibited until you return the call and explained that the number was not your work number. We
have removed the number and no further calls will be placed.The second p*rt of the complaint addressed your concerns of your
credit report information being pulled without your consent. You felt that this was a violation of the Fair Credit Reporting Act (FCRA). The FCRA section 604 (A) (3) states that consumer reports can only be generated for "Permissible Purposes". Collection activities on an account qualifies as a "Permissible Purpose" under the FCRA. In addition, Desert Schools has a signed Consumer Loan application from you giving authorization to verify information, employment and obtain credit reports. A copy of your signed Consumer Loan application has been provided with the letter. As part of the collection practices at
Desert Schools, *consumer report is generated to obtain more information, especially when contact attempts using current account information are unsuccessful. The collector's action in pulling a credit report to gather more information was reasonable and within the guidelines of the FCRA.I appreciate the opportunity to respond to the concerns outlined in your letter. 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 (602) 433-7142 or via email at jim.l[redacted]@desertschools.org.Sincerely,Jim L[redacted] Vice President Contact Centers & Credit Servicescc: Revdex.com
Attached is a copy of our response to the Revdex.com complaint ID #[redacted] submitted by our member [redacted]. If any questions or additional information is needed, please let us know.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union
[redacted]
[redacted]
[redacted] RE: Revdex.com Complaint ID#[redacted] Dear Mr. [redacted]: I am writing in response to a recent Revdex.com complaint we received involving a defective replacement debit card. I...
want to apologize for any inconvenience this has caused you. Thank you for bringing this to our attention, this is the first time we have been made aware of any print or hologram issues on our branch issued debit cards. We will closely monitor the quality of the cards in the future to ensure this problem does not occur for other members. To resolve your issue, Desert Schools has refunded the $5 fee charged for the defective replacement card we issued and has ordered you an embossed (raised numbers and letters) card which will be mailed to you. Both the refund to your account and the new card order were processed on 9/14/15 so you can expect your new card within 7-10 business days. There will be no charge for the replacement card being mailed to you also. I also want to apologize for your wait time experience at the branch when you returned to get another card. In the future, I would like to invite you to ask for the Branch Manager, Bonica Duran, who will be happy to assist you with your requests. Thank you again for bringing this issue to our attention, your satisfaction is a top priority for Desert Schools. In addition, if I can be of further assistance please feel free to contact me at the number listed below. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
We will research and provide a response to this issue within the next 20 days. Thank you for allowing us adequate time to address this matter. Deana H[redacted]Executive Assistant11/17/16[redacted]
I am writing in response to the complaint you filed with the Revdex.com regarding the issues you experienced recently with the direct deposit of your wife's direct deposit. Thank you for bringing your concerns to our attention.
I would like to begin with an apology for the...
issues you faced while trying to determine the status of your wife's direct deposit from the [redacted]. Desert Schools did experience an unexpected hardware failure that subsequently caused a delay in the processing of the direct deposit files we received. We recognize this unanticipated system issue may have caused issues for some of our members. We sincerely apologize for any inconvenience this issue caused you and your family.
In your letter, you correctly identified that Non-Sufficient Funds (NSF) fees are applied automatically by our system if items clear an account when funds are not available to cover them. Clearly, if your wife's direct deposit had not been delayed by our system issue, there would have been sufficient funds in your account and no NSF fees would have been applied. Since that is not what transpired, I have reviewed your account to ensure only the two NSF fees you mentioned were charged as a result of this error, and have reversed those fees, crediting the $70 back to your account. Once again, I do apologize for the inconvenience you experienced as a result of this unanticipated system issue.
Although the credit union, a non-for-profit financial service cooperative, is unable to redirect funds entrusted to us by members like you, to provide compensation in the manner requested in your letter, I can certainly understand your frustration at the impacts of our system issue. I have, however, enclosed two complimentary [redacted] movie tickets as a small gesture to indicate our understanding of your frustration. On behalf of the entire Desert Schools organization, I truly apologize for the inconvenience you and your wife experienced. If you have any further questions or concerns, please feel free to call me directly at ([redacted].
Sincerely,
[redacted]
Vice President - Contact Center Operations
Enclosure
cc: Revdex.com
Attached is our response to the Revdex.com complaint ID #[redacted] submitted by our member [redacted]If any questions or additional information is needed regarding this complaint, please contact us.Thank you, Sandy K[redacted]Executive AssistantDesert Schools Federal Credit Union
Hello. We are in the process of reviewing Mr. [redacted]'s issue and appreciate the Revdex.com allowing us adequate time to research and provide a response.Thank you.Deana H[redacted]Executive Assistant[redacted]11/30/16
To Whom It May Concern,Attached please find a copy of the response to [redacted], for your records.Thank you.Deana H[redacted]Executive Assistant[redacted]7/12/17
Attached is a copy of our response to the 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
I am writing in response to the follow up letter you sent to the Revdex.com, indicating your displeasure with our earlier response. I 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 expected. You requested a refund of the $70 in fees you were incorrectly assessed, and you asked that the credit union pay you $1,000 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 employer. Until 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 outage. In your case, your account showed a negative balance of -$227.55, as a result of two previous transactions which cleared your account on November 5th. Had 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 outage. I recognize it is inconvenient and somewhat embarrassing when a payment card is declined. However, card declines, for any of a number of reasons, have also become so commonplace that there is no meaningful stigma to having a card declined. Consequently, 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 attention. We, at Desert Schools, genuinely appreciate your many years of membership. I hope my responses, and my explanation of events, confirm our commitment to you as a member.
Sincerely,
[redacted]
Vice President - Contact Center Operations
cc. Revdex.com
June 1, 2017Mr. [redacted]3211 S 94'h AveTolleson, AZ 85353RE: Revdex.com Complaint ID #[redacted]Dear Mr. [redacted]:This letter is being sent in response to the complaint that was filed with the Revdex.com (Revdex.com) on May 27, 2017 regarding the collection practices at Desert...
Schools. A copy of your complaint was received in our office on May 30, 2017.The complaint indicated that you believe actions taken by Desert Schools violated the Fair Debt CollectionPractices act (FDCPA) and the Fair Credit Reporting Act (FCRA).Your first concern focused on a call that was made at your place of employment, Wells Fargo Home Mortgage.
The concern was that a message was left on your supervisor's voicemail regarding your past due auto loan and
that act may have violated the FDCPA. After researching the call, it was determined that the collector's actions were reasonableand within the guidelines of the FDCPA. The collector left a general message and did not provide details of the account or the purpose of the call. The FDCPA section 805 (3) states that collection calls cannot be made at the consumer's place of employment if the collector had knowledge that calls are prohibited. When the call was initiated, the collector had no knowledge that calls were prohibited until you return the call and explained that the number was not your work number. We
have removed the number and no further calls will be placed.The second p*rt of the complaint addressed your concerns of your
credit report information being pulled without your consent. You felt that this was a violation of the Fair Credit Reporting Act (FCRA). The FCRA section 604 (A) (3) states that consumer reports can only be generated for "Permissible Purposes". Collection activities on an account qualifies as a "Permissible Purpose" under the FCRA. In addition, Desert Schools has a signed Consumer Loan application from you giving authorization to verify information, employment and obtain credit reports. A copy of your signed Consumer Loan application has been provided with the letter. As part of the collection practices at
Desert Schools, *consumer report is generated to obtain more information, especially when contact attempts using current account information are unsuccessful. The collector's action in pulling a credit report to gather more information was reasonable and within the guidelines of the FCRA.I appreciate the opportunity to respond to the concerns outlined in your letter. 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 (602) 433-7142 or via email at jim.l[redacted]@desertschools.org.Sincerely,Jim L[redacted] Vice President Contact Centers & Credit Servicescc: Revdex.com
Attached is a copy of our response to the Revdex.com complaint ID #[redacted] submitted by our member [redacted]. If any questions or additional information is needed, please let us know.Thank you,[redacted]Executive AssistantDesert Schools Federal Credit Union
[redacted]
[redacted]
[redacted] RE: Revdex.com Complaint ID#[redacted] Dear Mr. [redacted]: I am writing in response to a recent Revdex.com complaint we received involving a defective replacement debit card. I...
want to apologize for any inconvenience this has caused you. Thank you for bringing this to our attention, this is the first time we have been made aware of any print or hologram issues on our branch issued debit cards. We will closely monitor the quality of the cards in the future to ensure this problem does not occur for other members. To resolve your issue, Desert Schools has refunded the $5 fee charged for the defective replacement card we issued and has ordered you an embossed (raised numbers and letters) card which will be mailed to you. Both the refund to your account and the new card order were processed on 9/14/15 so you can expect your new card within 7-10 business days. There will be no charge for the replacement card being mailed to you also. I also want to apologize for your wait time experience at the branch when you returned to get another card. In the future, I would like to invite you to ask for the Branch Manager, Bonica Duran, who will be happy to assist you with your requests. Thank you again for bringing this issue to our attention, your satisfaction is a top priority for Desert Schools. In addition, if I can be of further assistance please feel free to contact me at the number listed below. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]