Guardian Credit Union

May 13, [redacted] ** [redacted] RE: [redacted] To Whom It May Concern; Guardian Credit Union charged overdraft fees to Ms [redacted] ’s account on 4/13/2015, totaling $The fees were charged for transactions that did not have available funds in the account at the time they clearedWhen a transaction is authorized at the time of purchase the funds are placed on hold for daysIf the transaction is not processed by the merchant within those days the hold will be released, making the funds available again When the first transaction was processed on 4/13/the available balance was -$4.04, causing the first fee to be charged Each transaction after the first, continued to bring the balance more overdrawn, which is what caused the additional fees We have taken care of refunding the $in fees to Ms [redacted] ’s account I would like to encourage Ms [redacted] to contact me if she has any further questions regarding her account at Guardian Credit Union Sincerely, Colleen O [redacted] AVP Member Service ###-###-#### X [redacted] Guardian Credit Union

[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 is satisfactory to me I did receive a call back from Guardian Credit Union after filing this complaint and my issue was resolved Regards, [redacted]

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We were contacted by *** on 2/and provided him with the Insurance Company information and our ** ** *** contact information*** contacted our ** ** ***, *** *** on 2/by email and *** responded the same day, explaining we have never had an issue regarding a claim like this
before, as making a claim should be as easy as talking with the insurance company*** contacted the Insurance company directly for ***, and after conversations with ** *** ***, provided him with a direct contact for a Case Examiner and *** *** *** of Debt Protection Claims on 2/

May 13, 2015
 
 
[redacted]
 
RE: [redacted]
 
To Whom It
May Concern;
 
Guardian
Credit Union charged 5 overdraft fees to Ms. [redacted]’s account on...

4/13/2015,
totaling $175. The fees were charged for transactions that did not have
available funds in the account at the time they cleared. When a transaction is
authorized at the time of purchase the funds are placed on hold for 5 days. If
the transaction is not processed by the merchant within those 5 days the hold
will be released, making the funds available again.  When the first transaction was processed on
4/13/15 the available balance was -$4.04, causing the first fee to be charged.
Each transaction after the first, continued to bring the balance more
overdrawn, which is what caused the additional fees.
 
We have taken
care of refunding the $175 in fees to Ms. [redacted]’s account.  I would like to encourage Ms. [redacted] to
contact me if she has any further questions regarding her account at Guardian
Credit Union.
 
 
Sincerely,
 
Colleen
O[redacted]
AVP Member
Service
###-###-#### X[redacted]
Guardian
Credit Union

In response to the aforementioned complaint and after reviewing the accounts transaction history, it has been determined that there were unavailable funds at the time both the We Energies and the Credit One presented for payment. These payments were made on each of the merchant's websites and they...

do not hold on the members account until they are presented to the credit union via ACH and either clear the account or are returned for insufficient funds based on the available balance at that time.   On 12/5/16 an ACH attempted to clear the account in the amount of $182 for We Energies however there were numerous debit card transactions pending on the account and the funds for this payment were not available causing the item to be returned and a $35.00 fee was assessed. The same item attempted to clear a second time on 12/9/16 however the account was overdrawn $9.26 causing the item to be returned and another $35.00 fee was assessed.   On 12/19/16 the ACH for Credit One was presented to the account however the funds were unavailable and the payment was returned causing a third NSF fee of $35.00 to be charged.   This member of our credit union would have been notified from both merchants that they did not receive these payments and these funds were never sent to either merchant. If this individual would like copies of her transaction history to show all transactions posting to her account, we would be glad to provide her a copy of her statement that she would have received for the month of December. Due to this complaint not being a fault of the credit union and because the funds in the account were used by this individual for various debit card purchases and other ACH-related items, we are unwilling to refund any amounts back.

[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 is satisfactory to me.
I did receive a call back from Guardian Credit Union after filing this complaint and my issue was resolved. 
Regards,
 
[redacted]

On 9/8/15, this individual applied for membership to open an account at our Oak Creek branch.  The member explained that he came to Guardian Credit Union because we offer a tuition discount for members going to school at Ottawa University.  The individual was approved for membership and...

to open his Savings account, with a $5 deposit.  He received a new membership packet when his account was opened which included our Membership and Account Agreement, fee schedule, and other disclosures (which are also located in branch or available upon request).  The member had no activity on his account for 12 months, therefore was charged a $5 inactive fee as disclosed in the fee schedule, which in turn brought his Savings account to $0 and closed it on 9/30/16. On 10/8/16 (1:00pm), the member contacted a Member Service Representative at one of our branches about his account and explained he was upset that his account was closed out.  He stated that he was not told about any fee associated with not using his account and wanted to reopen the account.  Our Member Service Representative explained that he would need to come into a location to open an account as a significant amount of time had passed since the last account was opened.  The member became extremely vulgar with our Member Service Representative and then hung up the phone. On 10/12/16, the member went to our Waukesha branch and applied to open a new account.  He was given or had access to all of the needed and required disclosures.  In the Membership and Account Agreement under “Section 1. Membership Eligibility,” it specifically states that we will obtain reports from third parties, including credit reporting agencies, to verify eligibility for the accounts and services requested.  That is the reason for the inquiry on his credit report. There were no questions asked by the member about this at the time either account was open and proper procedures were followed at both account openings.  Guardian Credit Union takes credit reporting very seriously and suggests to all members if they feel there is an error with their credit bureau that they contact Guardian Credit Union to dispute it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11766756, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Antonio [redacted]  nothing was addressed to me, the store manager and the associiate who helped me did not do the job and did it pretty poorly. I was never notified, nor did I not give them permission to run my credit. transunion specifically stated that they must remove my hard inquiry from my credit, not TRANSUNION. simply put, fix it, or we will have a lawsuit.

Our Mortgage Department recently took care of this matter. His last PMI payment was in May. He was not charged PMI for June or July, the member never changed his auto pay. So, we were pulling his old amount. This has been fixed and he was happy the last time we spoke with him.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11912071, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Molly M[redacted]

By applying for membership at Guardian Credit Union and signing the Account Agreement, this individual agreed to the terms and conditions of the account as described in the Membership and Account Agreement disclosure provided to him.  That disclosure states under Section 1. MEMBERSHIP ELIGIBILITY that “You authorize us to check your account, credit and employment history, and obtain reports from third parties, including credit reporting agencies, to verify your eligibility for the accounts and services you request.”   This is the authorization from the individual properly used to make a credit inquiry to Transunion.  Since there is no dispute that the individual applied for membership and signed the Account Agreement, Guardian Credit Union is not willing to have Transunion remove a properly authorized credit inquiry.

Review: Took out loan with Guardain CU and they offered insurance for unemployment to pay loan. Insurance was issued by [redacted]. After a year they delayed, denied and basically they are more than willing to charge for the prodc but, don't dsare try to use it.Desired Settlement: I have supplied documents, proof of unemployment on 5-6 occasions including going to the bank for an appointment, that they broke at [redacted]. Now Guardain has washed their hands of it and I get to deal with [redacted], which I send the required documents and they say never recieve them. Enough is enough, enclose please see unemployment. for the time period.As soon as this is resolved I will closed my accounts with Guardian, and file claims with state insurance boards for cunsomer abuse.

I get paid $40 an hour, in good faith I paid for there insurance each month, as soon as I try to use thier is no mechinisnm to filed a claim. I have 5 plus hours inviovled with this and no closer for a resoltion, why am I chasing down mangers, insurnace companies, to0 file a claim?

Every time I send infomation to [redacted], I get no confirmation, just a nother letter asking for more.

Business

Response:

We were contacted by [redacted] on 2/15 and provided him with the Insurance Company information and our [redacted] contact information. [redacted] contacted our [redacted], [redacted] on 2/17 by email and [redacted] responded the same day, explaining we have never had an issue regarding a claim like this before, as making a claim should be as easy as talking with the insurance company. [redacted] contacted the Insurance company directly for [redacted], and after conversations with [redacted], provided him with a direct contact for a Case Examiner and [redacted] of Debt Protection Claims on 2/23.

Review: Dear Revdex.com representative,My complaint is in regards to Guardian Credit Unit, specifically the one in [redacted], since it is the one Im familiar with, but I have a feeling that their overdraft charge practices go behind this location. Here are the specifics of my situation:On April 9th 2015 I had a balance of $361.32I made the following purchases (verified by the credit union employee) on April 11th:[redacted]Total 365.36Unfortunately, I exceeded my balance by $4.04 To my surprise 2 days later, I found my balance to be negative $179.04. Guardian had charged me $175.00 overdraft penalty one for every transaction made that day. Shocked I ventured to think that the company had made a mistake and all I needed to do was to talk to someone at the credit union in question. I presented my problem to one of their representatives at the bank. While cordial, the gentleman insisted that the bank was at right to charge me these fees, because the transactions did not materialize until later. Than why was my account negative from the beginning? What was most disappointing was the fact that the gentleman did not even once, question the banks practice. He didn't talk to a coworker or a manager in duty, neither did he directed me to someone else in the company, letting me feel useless and defeated.The companys logic for entering overdraft fees is faulty and should be modified.Regards,[redacted]Desired Settlement: I would like my account to be refunded for the overdraft charges on it. Also, the company needs to modify their program for adding overdraft charges. Their online banking is inferior to other online banks, who display charges on hold within minutes that a transaction has occurred. Balance available in this case, is not very reliable.

Business

Response:

May 13, 2015

RE: [redacted]

To Whom It

May Concern;

Guardian

Credit Union charged 5 overdraft fees to Ms. [redacted]’s account on 4/13/2015,

totaling $175. The fees were charged for transactions that did not have

available funds in the account at the time they cleared. When a transaction is

authorized at the time of purchase the funds are placed on hold for 5 days. If

the transaction is not processed by the merchant within those 5 days the hold

will be released, making the funds available again. When the first transaction was processed on

4/13/15 the available balance was -$4.04, causing the first fee to be charged.

Each transaction after the first, continued to bring the balance more

overdrawn, which is what caused the additional fees.

We have taken

care of refunding the $175 in fees to Ms. [redacted]’s account. I would like to encourage Ms. [redacted] to

contact me if she has any further questions regarding her account at Guardian

Credit Union.

Sincerely,

Colleen

O[redacted]

AVP Member

Service

###-###-#### X[redacted]

Guardian

Credit Union

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

In the past 2 weeks. I have transferred money between accounts. It can take anywhere from 1-6 hours to show up in the account. I called Customer Service they told me 3x to wait an hour. After the last phone call they finally decided to call tech support. That took another hour to call me and explain there surver was the problem. Then on that Sunday the bank accounts of 200 people were wiped out to zero. Save yourself time and headache. Don't bank with them.

Review: In early May, I contacted my bank and paid an amount they specified to qualify to have PMI removed from my home mortgage. I was told my payment in June would be for an amount that did not include PMI. PMI was deducted in June. I called again after my June payment and was told it would be removed for July. I was again charged PMI in July. I wanted credit for both June and July PMI.Desired Settlement: I wanted credit for both June and July PMI.

Business

Response:

Our Mortgage Department recently took care of this matter. His last PMI payment was in May. He was not charged PMI for June or July, the member never changed his auto pay. So, we were pulling his old amount. This has been fixed and he was happy the last time we spoke with him.

We have received extremely poor service from Guardian Credit Union over the past 2 years. During that time, 7 fraudulent transactions have been applied against our checking account (another members ACH payments were being taken out of our account). In all cases, the fault was 100% with the Credit Union. Although we have been reimbursed in all instances, the Credit Union has made the process difficult by requiring us to come to their location and fill out extensive paperwork. On one occasion our paperwork was "lost" and we had to make another trip to resubmit. Through out the ongoing issues we requested changes be made to prevent future issues, but the Credit Union could offer no ideas on how to prevent the issue from repeating. Several times we were promised that we would be contacted by a supervisor, but these promises were never kept. The Credit Union offered us nothing more than "sorry" for their numerous mistakes. It would seem the Credit Union is too busy risking member deposits and burning their capital by investing in shady mortgage brokers like Central States Mortgage to pay attention to adapting sound internal controls to prevent fraud and providing service to their members.

My savings account earned negative 48% for the year. When I called Guardian Credit Union, they said it was due to inactivity. Shouldn't "savings" be able to sit and earn interest, I asked. They rejected this idea and claimed the only way to earn money was to continually add more money. They also told me my savings amount was insignificant which I found insulting. Perhaps they make more money then me. Perhaps it's from taking peoples' savings.

Review: I shopped at [redacted] during the data breach and felt my debit card was compromised and requested they cancel my debit card. The teller reduces he said they were monitoring suspicious activity and that I shouldn't worry and that I should still use my old card until the new one arrived. January 31 and unknown party used my card at a [redacted] and charged 457.00 which required me to fill out a police report for identity theft. I received my money and this is cleared up.

I was recently married and have begun the process of changing my name. I went into the branch and provided the teller my marriage certificate. She preceded to have me fill out paperwork and I signed everything. Then I receive a phone call that at my convenience I can come and fill out a signature card and they will complete my name change on my account. Today june 27th I went into the branch to fill out the so called signature card. Then they tell me I need a new drivers license to complete my name change even though I presented them with legal court documents to prove my identity.Desired Settlement: I would like them to spend more time educating their tellers better so they have the knowledge so that people don't have to come into the branch to do the same thing multiple times to complete one task.

Business

Response:

Hello [redacted],