HAPO Community Credit Union

August 24, [redacted] Re: Complaint to Revdex.com ID# [redacted] Dear ***, We received your complaint regarding your late credit bureau reporting on your auto loan and Visa financed with HAPO Community Credit Union Complaint: Payments are negatively reported when payments are made on time HAPO prides itself on reporting fair and accuratelyIn reviewing your Credit Bureau file, our records indicate that, since January 1st, your credit report was negatively impacted once, in March You contacted a Representative on April 24th, and it was determined that your Visa payment was posted to your Boat Loan because you entered your Loan number rather than you Visa number, in the online payment systemWe rectified the situation and corrected the mistake immediately, including effective dating your payment and also reversing three late fees as a courtesy to youHowever, even with the payment correction, the negative March reporting was still accurate given that the Visa was past due for February and March at the time of payment on April 14th, Complaint: Fees for online & telephone payments are excessive HAPO is proud of their ability to provide a convenient payment service to our Members that are not available locallyIn order to provide this feature, we must solicit the service of a third party vendorIt is unfortunate that you feel the payment fee is excessive, however, our experience is that the fee amount that is assessed both online and by telephone are in line with several other comparably sized Financial InstitutionsMembers can take advantage of several options to pay their loans, free of charge, such as mail, bill payer services or automatic paymentsIt appears that one of our Representatives recommended automatic payment to you on June 10th, and our notes indicate you were receptive to that option Complaint: Payments are applied to wrong accounts As previously mentioned, the March Visa payment was misapplied to your loan due to you entering your Loan number rather than your Visa number in the online payment systemAs our Representative explained on June 10th, the online service requires that you list your account number for each individual loan so that it is accurately postedOur records indicate this was also explained to you in April of Settlement: HAPO Representatives pride themselves with providing the best service possible to our Membership I would like to apologize if you felt some of the responses to your requests were unacceptable We make a concentrated effort to reach our Members by postal mail and telephone to try and eliminate negative reporting situationsIn researching your account, since the beginning of January 2015, it appears that the majority of our attempts went unanswered by you We attempted to contact you the following dates when you were past due: · 3/20/by telephone · 4/3/by telephone · 4/3/by postal mail · 4/9/by telephone · 4/17/by telephone · 4/17/by postal mail · 4/22/by telephone · 4/24/you contacted HAPO · 5/12/by telephone · 5/21/by telephone · 5/21/by postal mail · 5/22/by telephone · 5/27/by telephone · 5/28/you contacted HAPO Mr***, I have personally reviewed your account and after a thorough review of your loan history, we remain firm in our decision to fairly and accurately report the late payment to your Credit File for the month of March If you have additional questions, please feel free to contact HAPO at [redacted] Sincerely, [redacted] Director of Collections HAPO Community Credit Union cc: Revdex.com

Dear [redacted] , On May 13th, HAPO received an Order to Withhold and Deliver, also known as a Garnishment Order, from Washington State, Division of Child Support Upon receipt of any Order, HAPO is required to comply, and a $Legal Order Processing Fee is applied After reviewing your account, we have processed a one-time fee reversal Any disputes regarding the Order must be directed to Washington State, Division of Child Support Please feel free to contact me directly with any additional questions or concerns [redacted] Director of Branch Management HAPO Community Credit Union [redacted] ***

Dear [redacted] , I'm glad to hear you have this corrected with CharterTypically, we do not reverse fees unless this is an error HAPO has madeAs per our conversation on the phone today, due to the unique circumstances we will provide you a creditPlease feel free to contact me directly at [redacted] ext [redacted] if you have further questions and it would be my pleasure to help youThank you, [redacted] Director of Branch Management HAPO Community Credit Union

Dear Mr [redacted] , This is in response to the complaint filed with the Revdex.com regarding offers received for life insurance HAPO does partner with CUNA in order to offer accidental death and dismemberment insurance Based on this complaint, you have been removed from all mailings With regard to your comment on proof of insurance, HAPO’s Loan Manager responded to you on September 23, and explained in detail the series of events that transpired with regard to the missing insurance information On October 13, 2015, HAPO responded to your inquiry of the interest charges due to your loan At this time, we also explained that a $base savings account was opened as part of your vehicle purchase as all accounts with HAPO require a $base savings The excess of the loan payoff from BECU was deposited to this savings account We have reviewed all past correspondence; this is the first request we have received to close the account Based on this complaint, as of May 24, your account with HAPO Community Credit Union has been closed We have attempted to contact you via phone in order to verify your mailing address Unfortunately, we have been unsuccessful in reaching you; a check for the remaining balance has been mailed to the address on file Please feel free to contact me directly with any questions or concerns at 509-943-ext*** Noemy C [redacted] Director of Branch Management HAPO Community Credit Union t509-943-ext f509-946-[redacted] @hapo.org

Complaint: [redacted] I am rejecting this response because: 1) You have not aptly provided explanation as to why an employee of the credit union informed me that I did not have a balance owingIt continues to be a point of contention to me that I should have somehow paid my balance when your employee informed me that I had no balance owing 2) I request to see all receipts pertaining to the drilling and replacement of the boxPer the contract you have enclosed in your reply the renter is responsible for fees pertaining to that service and notary fees Sincerely,Dr [redacted]

Complaint: [redacted] I am rejecting this response because: I never received a certified letterPlease send proof of receiptI never received multiple letters Sincerely, [redacted]

July 2, [redacted] Re: Complaint to Revdex.com ID# [redacted] Dear [redacted] We received your complaint regarding your late credit bureau reporting on your auto loan and Visa financed with HAPO Community Credit Union We have contacted you via phone on June 29, to review your payment history as well as your complaints below Complaint: Reporting timeframes to the credit bureaus All HAPO representatives pride themselves with providing the best service possible to our membership I would like to apologize for the confusion on the way we report to the credit bureaus We report auto loans at days past due and our Visa Credit cards when they are delinquent for cycles Complaint: Courtesy calls HAPO is not required to make calls out on delinquent accounts; however we do strive to initiate a courtesy call when an account reaches a certain threshold Complaint: HAPO’s online payment system HAPO does use a third party vendor to process our paymentsBecause it is a third party vendor they have limited information regarding your account However, HAPO does offer online banking for your convenienceThis service would provide you with the additional information regarding your payment history and an updated status on your loan or Visa Complaint: Failed payment arrangement I had the opportunity to discuss this with you over the phone, and came to a mutual recognition that it was a misunderstanding You had authorized HAPO to run you credit card on three different dates; however an automatic payment is a different type of transaction We agreed that is where the confusion is as to how these payments were negotiated Complaint: Member Service After speaking to you on June 29, 2015, I (Collection’s Director) assured you that all HAPO representatives pride themselves with providing the best service possible to our membership I would like to apologize if that did not happen You confirmed that you were absolutely sure it was not a Manager you spoke to, after our conversation I have personally reviewed your account and based on your account history and the circumstances we will be removing the late reporting on your credit for your loan and Visa This will also remove any reporting under your Father’s credit as well If you have additional questions, please feel free to contact HAPO at [redacted] Sincerely, [redacted] Director of Collections HAPO Community Credit Union cc: Revdex.com

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 meSincerely, [redacted] ***

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.As a result of what I considered unethical behavior by Hapo Credit Union, I decided to move my vehicle loan to BECU The payoff for my vehicle was, 36,Hapo added to the debt bringing the payoff to $36,without explanation I would like the refunded At that time this matter can be closed Regards, [redacted]

Dear Mr***, In review of your loan, HAPO Community Credit Union did not report any adverse action regarding the December loan payment due to the credit bureaus I will credit your late charges; charges are assessed after 15-days of a missed paymentAlso I would like to offer you a variety of different payment options that will be of no cost to you and ensure your payment is posted within 48-hours Please let me know the best time to reach you by phone so we can ensure ease and peace of mind of your loan payment We understand how important your good credit rating is to you and we want to help in preserving this for you Thank you for choosing HAPO and I look forward to hearing from you Mr*** You may also reach me by email at [redacted] hapo.org or by phone at 509-943-ext.***

Dear [redacted] , We are sorry to hear of the fraud that caused you to have your debit card canceled and reissued After reviewing your account, we do see that you had a new debit card ordered on May 31st to be mailed to your home As a response to your complaint, unfortunately we are unable to reverse fees the fees on your account as they were not due to a HAPO error HAPO offers our members various free services to assist when making deposits: · Tri-Cities branch locations o Open Monday – Friday from 9am to 6pm o Saturdays hours - Kennewick & Pasco branch from 9am to 4pm, Queensgate open from 9am to 1pm · Remote Deposit Capture · Night Drop · ATM deposits Please feel free to contact HAPO with any questions or concerns at [email protected] or 509-943- Thank you, Noemy C [redacted] Director of Branch Management HAPO Community Credit Union t509-943-ext [redacted] hapo.org

September 23, [redacted] Re: Response to Complaint filed with the Revdex.com Dear Mr [redacted] , We apologize for any confusion with getting your insurance information updated on your loan with HAPO Community Credit Union Please review the following series of events as an explanation: · On July 1st your loan for a Dodge Durango was booked with HAPO Community Credit Union · On August 5th a letter was sent from our Insurance Service Center on behalf of HAPO The letter was to inform you that HAPO was not listed as lienholder on your insurance policy · On August 14th HAPO received a copy of your insurance card; however this document did not list HAPO as lienholder As a lienholder, we are unable to request changes to your policy · On September 2nd a second letter was sent informing you that HAPO still needed to be listed as lienholder · On September 14th a third and final letter was processed, which was dated for September 16th Later that same day our Insurance Service Center received a call from ***, and confirmation that HAPO was lienholder on your insurance policy was received There was an overlap of when confirmation was received and the final letter was mailed · No further letters informing you of the lienholder issue were sent after this date Please feel free to contact HAPO directly with any other questions Thank you, [redacted] Loan Support Manager HAPO Community Credit Union

Complaint: [redacted] I am rejecting this response because: I did not speak to Romi, ever, she left a voice mail and did apologize on the voice mail but I never spoke to her, I left a voice mail for her on July 7thI apologized for taking so long to respond, I had a few busy weeksI waited nearly month and never heard back from them and then I made my complaintI did not ask Romi to have the inquiry removed from my credit report because there was never a conversation between her and me.Sincerely, [redacted]

Dear ***,
HAPO is unable to reverse the fees assessed to your account You have elected to participate in Privilege Pay which will assess a $fee for every transaction paid. The transactions in questions were approved and paid using Privilege Pay. You also have previously
received a courtesy fee reversal. At this time, you were notified that we are unable to reverse fees unless due to a HAPO error.
If you have any further questions or would like to review your Overdraft and Privilege Pay elections, please feel free to contact me directly at 509-943-ext***
Thank you,
Noemy C***
VP of Branch Operations
HAPO Community Credit Union
t509-943-ext ***
f509-946-
***@hapo.org

*** ***,
As a response to your complaint filed through the Revdex.com regarding your belief that the privacy of your account was violated a thorough investigation was conductedA report of your account dated back to January of through April was run and reviewed
It is with confidence that I verify for you that all employees accessing your account during that time had a business purpose to do soWe have no proof through our reporting measures that any employee accessed your account to view the history of your account without a business reason to do so
Our Contact Center Manager followed up with you via phone on Tuesday 4/26/to acknowledge a message you had sent via our web chat on line regarding your concern and again on Wednesday 4/27/to review the findings of our investigation with you in which he believed resolved this issue for youHe also added an additional security measure to your account that you gave him that only you or your joint owner would know in order to protect your account further
The privacy and protection of our members’ information, your information, is of utmost importance to the Credit Union and we take it very seriouslyI hope that your confidence regarding the privacy of your account has been restored
Please feel free to contact me directly with any additional questions that you may have
Thank you,
Dolores B***
SVP of Human Resources
HAPO Community Credit Union
t: 509-943-or 800-284-ext
***@hapo.org

Dear ***,
Unfortunately, due to our Privacy Policy, we cannot go into details regarding your aunt’s account. As a response to your complaint, we have addressed your statements as well as provided an explanation of the process that occurs when a loan is originated at a dealership
and funded by HAPO
HAPO partners with many automotive dealerships throughout the State of Washington to provide financing to eligible applicants. When HAPO receives an application from one of our participating dealership, we review the application, ensuring it is signed by the applicant stating all information is true and accurate. HAPO will then process the application, including reviewing the applicant’s credit and previous auto payment history. Any stipulations are then sent to the dealership to request from the applicant prior to booking the loan. When approved, the paperwork is completed at the dealership and sent to HAPO for funding
In response to your statement regarding your aunt’s disability, HAPO would not have had knowledge of the stated disability. In regards to verification of income, this stipulation is not a requirement of all applicants. This stipulation may be required based on the information provided on the credit application, the applicant’s credit and history of auto loan payments.
As for the stated desired settlement, HAPO’s Collection Department will be in contact with your aunt to review her options
We apologize that we cannot provide additional details. Please feel free to contact us directly at 800-284-with additional questions
Noemy C***
VP of Branch Operation

RE: Safe Deposit Box
Dear Dr***,
In response to your letter dated August 22, 2016, we are unfortunately unable to meet your requests.In 2012, you opened your safe deposit box with HAPO Community Credit UnionAt this time, you signedthe Safe Deposit Box Agreement which specifically addresses
HAPO's course of action should there befailure to pay rentWe've enclosed a copy for your records
FAILURE TO PAY RENT: The box rental is payable annually in advance, and if renter, at theexpiration of any term, shall have failed to remit to the Credit Union the rental then payable forthe succeeding term, or shall have failed to surrender the box and return the keys to the boxupon termination as provided herein, the Credit Union may take action not prohibited by thelaw of the state where the box is locatedThis may include, but is not limited to, forciblyopening the box after prior notice to renter, removing and inventorying the contents of the box,and disposing of the contents in any manner permitted by law
Renter will be liable for any costs the Credit Union incurs in this process including drillingcharges, notary fees and storage expensesThe Credit Union shall not be responsible fordamages incurred in forcibly opening the box, changing the locks and keys, and storing thecontentsThe Credit Union shall have a lien on the contents of the box for all rent and othercharges which are due and unpaid and may, as permitted by law, apply coins or currency,foreign or domestic, remaining in the box at the date of the drilling against rental fees, drillingcharges, notary fees or other accrued charges
HAPO last received rental payment in May Starting in May 2015, HAPO began mailing youmonthly notices that your box was past dueA total of letters were sent to your address on file.In July 2016, HAPO sent you a certified letter informing you that you had days to bring your boxcurrent or we would be required to drill your boxThat letter was returned back to us unclaimed.With regard to statement that you were told you did not owe any back rent by a HAPO employee, weare unable to confirm the conversation
On August 9, HAPO drilled open your box and charged the $drilling fee to your account.August 15, you came into the West Pasco Financial Center and spoke with me in regards to thisfeeAt this time, an exception was made to split the cost of the drilling feeYou agreed to pay the $30in past due rent as well as half of the drilling fee of $for a total of $
Our West Pasco Financial Center began remodel May 13, and has been closed on Saturdays sincethat timeSigns have been posted throughout the branch since May 2, informing our members ofthe Saturday closures as well as displayed on our website
HAPO Community Credit Union utilizes advanced technologies in order to better accommodate ourmembers' busy lifestyles, it is regretful that our website did not meet your needs.Mr***, HAPO will not be fulfilling your request to refund the drilling fee or reimburse your statedtime lostHAPO has taken an operational loss of $by splitting the drilling fee with you
Best regards,
Erica N***West Pasco Financial Center ManagerHAPO Community Credit Union
***Supporting documentation redacted by Revdex.com staf*

[A default letter is provided here which indicates your acceptance of the business' responseIf 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,
*** ***

Dear [redacted], I'm glad to hear you have this corrected with Charter. Typically, we do not reverse fees unless this is an error HAPO has made. As per our conversation on the phone today, due to the unique circumstances we will provide you a credit. Please feel free to contact me directly at...

[redacted] ext. [redacted] if you have further questions and it would be my pleasure to help you. Thank you, [redacted] Director of Branch Management HAPO Community Credit Union

July 2, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:         Complaint to Revdex.com ID#[redacted]
 
 
Dear [redacted]
 
We received your complaint regarding your late credit bureau...

reporting on your auto loan and Visa financed with HAPO Community Credit Union.  We have contacted you via phone on June 29, 2015 to review your payment history as well as your complaints below.   
 
 
Complaint:  Reporting timeframes to the credit bureaus
 
All HAPO representatives pride themselves with providing the best service possible to our membership.  I would like to apologize for the confusion on the way we report to the credit bureaus.  We report auto loans at 30 days past due and our Visa Credit cards when they are delinquent for 2 cycles. 
 
 
Complaint:  Courtesy calls
 
HAPO is not required to make calls out on delinquent accounts; however we do strive to initiate a courtesy call when an account reaches a certain threshold.
 
Complaint:  HAPO’s online payment system
 
HAPO does use a third party vendor to process our payments. Because it is a third party vendor they have limited information regarding your account.  However, HAPO does offer online banking for your convenience. This service would provide you with the additional information regarding your payment history and an updated status on your loan or Visa.
 
Complaint:  Failed payment arrangement
 
I had the opportunity to discuss this with you over the phone, and came to a mutual recognition that it was a misunderstanding.  You had authorized HAPO to run you credit card on three different dates; however an automatic payment is a different type of transaction.  We agreed that is where the confusion is as to how these payments were negotiated.
 
 
Complaint: Member Service
 
After speaking to you on June 29, 2015, I (Collection’s Director) assured you that all HAPO representatives pride themselves with providing the best service possible to our membership.  I would like to apologize if that did not happen.  You confirmed that you were absolutely sure it was not a Manager you spoke to, after our conversation. 
 
I have personally reviewed your account and based on your account history and the circumstances we will be removing the late reporting on your credit for your loan and Visa.  This will also remove any reporting under your Father’s credit as well.
 
If you have additional questions, please feel free to contact HAPO at [redacted].
 
Sincerely,
 
 
 
[redacted]
Director of Collections
HAPO Community Credit Union
 
 
cc:          Revdex.com