HAPO Community Credit Union

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 complaint. For 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, 36,106.59. Hapo added 267.27 to the debt bringing the payoff to $36,373.86 without explanation.  I would like the 267.27 refunded.  At that time this matter can be closed.   Regards,[redacted]

Complaint: [redacted]
I know this complaint is closed. However, the company that we complained about continues to contact my family after we made it clear we wanted no dealings with such an unethical business.  If I need to file a new complaint just let me know.
 
At issue is the fact that money that was paid to Hapo, was placed into an account and we are now being contacted monthly with offers and account balances.  We complained that Hapo owed us refund money and they lied stating we were incorrect. 
 
 Today, 05/03/2016 we received an offer for life insurance.  My wife and I want nothing to do with this company.  We ask that they never contact us again.  There is no doubt in my mind that this company is still strong arming unsuspecting clients into pay higher insurance by claiming not to have received proof of insurance on their vehicles, as they tried to do with my wife and I.
 
I personally feel this company should have been forced to close based on their actions.  I ask that you inform them to close the account they opened and send me the 25.00 that is in it.  They will no doubt concoct another lie.  In that event simply order them to discontinue any further contact with my family.
 
In light of this current behavior, I am going to forward the content of my complaint to the Attorney General in hopes that an investigation will be launched into the strong arm tactics of Hapo.
 
Thank You,
 
[redacted]I am rejecting this response because: Sincerely,[redacted]

This complaint was not resolved. It did not appear that the business was willing to provide any of the requested information and I did not see the formal process leading to any resolution.
 
What steps are available to provide resolution?

September 23, 2015
[redacted]
[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 2015 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 [redacted], 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 7th. I apologized for taking so long to respond, I had a few busy weeks. I waited nearly 1 month and never heard back from them and then I made my complaint. I 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 [redacted],
Below is a brief explanation in regards to the Overdraft charges on your account:
·         On May 2nd, your account ending balance was $494.97 with an available balance of $467.82 as you had a pending authorization in the amount of...

$27.15.
·         On the morning of May 3rd, 3 transactions cleared from your account through Automatic Clearing House (ACH) in the amount of $160.  This placed your balance $334.97; your available balance was $307.82
·         Later that morning, you deposited $610 at the ATM.  Your new balance was $944.97; your available balance was $917.82.
·         Mid-day on May 3rd, a check in the amount of $923.23 cleared your account.  While your balance reflected an amount of $21.74, the pending authorization placed your available balance at $-5.41.  A transfer of available funds in the amount of $3.70 was made from your savings account and a fee for the transfer was assessed in the amount of $5.00 as well as an overdraft fee was assessed in the amount of $28.00, as the transfer was not sufficient.  Your balance was now $-7.56; with a pending transaction in the amount of $27.15.
·         That afternoon, the pending transaction of $27.15 posted to your account.  No fee was assessed for this transaction.  Your current balance was now $-34.71.
·         On May 4th, a ACH transaction in the amount of $70.00 cleared your account.  An overdraft fee in the amount of $28.00 was assessed to your account.  Your balance was $-132.71.
·         On May 6th, a deposit was received in the amount of $144.99.  This placed your balance at $12.28.
As a courtesy, we have waived the $5.00 transfer fee.  Please note that you have elected to participate in Overdraft Protection which will transfer available funds from your savings account to your checking account in the event of an overdraft.  There is a $5.00 fee assessed for every transfer.  You also have elected to participate in Privilege Pay which will assess a $28 fee for every transaction paid.  The transactions above were approved and paid using Privilege Pay.  As a result, we are unable to credit the fees assessed.  You also received a courtesy fee reversal in May 2015.  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 509-943-5676 ext. [redacted]
Thank you,
Noemy C[redacted]
Director of Branch Management
HAPO Community Credit Union
t. 509-943-5676 ext [redacted]
f. 509-946-8977
[redacted]@hapo.org

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. Sincerely, [redacted]

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 $50 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]

Complaint: [redacted]
I am rejecting this response because: I never received a certified letter. Please send proof of receipt. I never received multiple letters.
Sincerely,
[redacted]

Dear Mr. [redacted], 
 
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 payment. Also 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. [redacted].  You may also reach me by email at [redacted]hapo.org or by phone at 509-943-5676 ext.[redacted]

Dear Mr. [redacted]
RE: Revdex.com compliant
Collateral Protection Insurance (CPI) is a blanket insurance policy offered through State National Insurance Company. Due to the fact that this is a blanket insurance policy, it does not take into account driving records and the cost...

is considerably higher than you might pay through your own private insurance.
Your Loan Agreement requires that you maintain insurance covering “physical damage” to protect the credit union's interest in your collateral. Your signed Loan Agreement allows HAPO Community Credit Union to purchase Collateral Protection Insurance, and add the premium for it to your loan balance, if you do not obtain or maintain insurance coverage.
Please review the following series of events regarding notification of insurance requirement:
• On October 6, 2017, at your loan closing for your motorcycle, you were provided notice and you signed the “Agreement To Furnish Insurance Policy”. The CPI provider for HAPO Community Credit Union’s collateral protection insurance contacted you via mail on the following dates:
o     Notice mailed – November 7, 2017
o     Notice mailed – December 5, 2017
o     Notice mailed – January 2, 2018 final notice that was sent certified mail
o     January 31, 2018 Collateral Insurance placed
In your complaint, you have requested a refund as you provided proof of insurance coverage. States National did confirm receipt of your insurance however a there is a lapse in coverage from October 6, 2017 to February 16, 2018. State National did submit a partial credit of $1,269.00; the amount still owing is $728.00 (lapse of coverage period). If your insurance provider can provide proof of coverage for the lapse of coverage between, October 6, 2017 and February 16, 2018 to State National they will provide you a full refund. Please feel free to contact me directly at 1-800-284-4276 ext. 11342 to be of further assistance.
Janel M[redacted]
Vice President of Branch Management

August 24, 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. 
Complaint:  Payments are negatively reported when payments are made on time
HAPO prides itself on reporting fair and accurately. In reviewing your Credit Bureau file, our records indicate that, since January 1st, 2015 your credit report was negatively impacted once, in March 2015. You contacted a Representative on  April 24th, 2015 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 system. We rectified the situation and corrected the mistake immediately, including effective dating your payment and also reversing three late fees as a courtesy to you. However, 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, 2015.
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 locally. In order to provide this feature, we must solicit the service of a third party vendor. It 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 Institutions. Members can take advantage of several options to pay their loans, free of charge, such as mail, bill payer services or automatic payments. It appears that one of our Representatives recommended automatic payment to you on June 10th, 2015 and our notes indicate you were receptive to that option.
Complaint:  Payments are applied to wrong accounts
As previously mentioned, the March 2015 Visa payment was misapplied to your loan due to you entering your Loan number rather than your Visa number in the online payment system. As our Representative explained on June 10th, 2015 the online service requires that you list your account number for each individual loan so that it is accurately posted. Our records indicate this was also explained to you in April of 2012.
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 situations. In 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:
·         3/20/2015 by telephone
·         4/3/2015 by telephone
·         4/3/2015 by postal mail
·         4/9/2015 by telephone
·         4/17/2015 by telephone
·         4/17/2015 by postal mail
·         4/22/2015 by telephone
·         4/24/2015 you contacted HAPO
·         5/12/2015 by telephone
·         5/21/2015 by telephone
·         5/21/2015 by postal mail
·         5/22/2015 by telephone
·         5/27/2015 by telephone
·         5/28/2015 you contacted HAPO
Mr. [redacted], 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 2015.
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],
We attempted to contact you by phone to discuss your account over the phone. After a review of your account, we could not transfer the funds from savings due to Federal Regulation D. Regulation D states you may not make more than six (6) withdrawals or transfers to another...

credit union account of yours or to a third party. Convenient withdrawals or transfers include: preauthorized or automatic transfers (such as overdraft protection transfers or bill payments deducted directly from your savings account), telephonic transfers (telephone, fax, online or mobile banking) and transfers by check, draft, debit card or similar order to a third party. Transfers made in person or at the ATM do not fall under Regulation D. Below are the dates of the transfers from savings that fell into Regulation D for the month of March:
1. March 1, 2017 transfer to checking to cover overdraft
2. March 1, 2017 transfer to checking to cover overdraft
3. March 1 2017 transfer to checking to cover overdraft
4. March 9, 2017 transfer to checking to cover overdraft
5. March 12, 2017 mobile banking transfer to checking
6. March 13, 2017 transfer to checking to cover overdraft
Please note that you have elected to participate in Overdraft Protection which will transfer available funds from your savings account to your checking account in the event of an overdraft. There is a $5.00 fee assessed for every transfer. You also have elected to participate in Privilege Pay which will assess a $28 fee for every transaction paid if funds are not available in your savings or you have reached your 6 transfer limit. The transactions above were approved and paid using Privilege Pay. We have in the past reversed fees. I have credited the fees to your account and provided an explanation of fees. Please note, unless the fee is a Credit Union error or fraud we will no longer reverse fees due to the acceptance of privilege pay.
 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 509-943-5676 ext. 11342. I will also mail the disclosures regarding this regulation and our Privilege Pay. Thank you,
Janel M[redacted] Director of Branch Management
HAPO Community Credit Union
t. 509-943-5676 ext [redacted] f. 509-946-8977
[redacted]@hapo.org

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 2 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:
·         8 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 509-943-5676.
 
Thank you,
 
Noemy C[redacted]
Director of Branch Management
HAPO Community Credit Union
t. 509-943-5676 ext. [redacted]
[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 owing. It 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 box. Per the contract you have enclosed in your reply the renter is responsible for fees pertaining to that service and notary fees. 
Sincerely,Dr. [redacted]

Please review HAPO’s response to Ms. [redacted] complaint.  HAPO Community Credit Union received an e-mail from Ms. [redacted] on June 21,2016.  At that time the Manager of Mortgage Origination, Romi C[redacted], reached out to Ms. [redacted] first leaving a voice mail and later speaking with...

her on June 23rd about the complaint in question.
 
In the conversation with Ms. [redacted], Romi informed her that the mortgage loan officer was not aware she had requested to not have her credit report pulled.  Romi also explained that according to the Fair Isaac publication on credit, her credit score should not drop significantly with multiple inquiries while shopping for a home mortgage.  Romi apologized for any confusion and that time, she did not ask Romi to have the inquiry removed from her credit. 
 
HAPO Community Credit Unions Membership & Account Agreement Part A under Membership Eligibility authorizes HAPO to check credit for account services a member request:
 
Membership Eligibility. To be eligible for membership in the Credit Union you must be an individual or entity qualifying within the Credit Union’s field of membership and must purchase and maintain at least one share (the Membership Share Account) as required by the Credit Union’s Bylaws. You authorize us to check your account, credit, and employment history, and obtain a credit report from third parties, including credit reporting agencies, to verify your eligibility for the account and services you request. You also authorize us to use your credit report internally to offer you additional products and services. Prior to opening an account, you must provide the Credit Union a valid State Identification and have a valid Social Security Number (SSN) or a taxpayer identification number (TIN). The Credit Union must be able to verify your date of birth and residence.
 
We have reached out to Advantage credit, our credit reporting vendor, and they have confirmed that HAPO cannot request the inquiry to be removed.  However, if Ms. [redacted] initiates a dispute with them, then HAPO is able to approval the request and the inquiry will be removed.  
 
HAPO will reach out to Ms. [redacted] over the phone and in writing explaining the steps required to have the credit inquiry removed from her credit report along with sending a letter to Advantage credit requesting the credit inquiry removal.
 
Sincerely,
 
Don F[redacted]
VP of Mortgage Lending
HAPO Community Credit Union

Dr. [redacted]
RE: Safe Deposit Box
Dear Dr. [redacted],
Below you will find our response to your additional comments regarding complaint number [redacted].Regarding your statement: You have not aptly provided explanation as to why an employee of the creditunion informed me that I did not have a balance owning. It continues to be a point of contention to meand that I should have somehow paid my balance when your employee informed me that I had nobalancing owing.
Per my conversation with you, you stated you visited the West Pasco Branch on June 3rd. We were ableto review camera footage and identified the employee you spoke with. The interaction at her desklasted approximately 30 seconds. After speaking with this employee, she is unable to recall theconversation she had with you therefore, we are unable to confirm your claim that she stated you hadno balance owing. HAPO did provide you with 13 notices and a certified letter requesting payment aswell as quarterly statements for you to review transactions in your account.
In response to your request for receipts pertaining to the drilling of the box, you can view the costpursuant to our Fees & Common Features located in your new account packet you were given ataccount opening as well as on our website www.hapo.org.
Best regards,
West Pasco Financial Center ManagerHAPO 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, 2015 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 $5.00 base savings account was opened as part of your vehicle purchase as all accounts with HAPO require a $5.00 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, 2016 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 509-943-5676 ext. [redacted].
 
Noemy C[redacted]
Director of Branch Management
HAPO Community Credit Union
 
t. 509-943-5676 ext 11269
f. 509-946-8977[redacted]@hapo.org

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Mr. [redacted]’s complaint had been researched from January 1,

2013 to July 7, 2013 and the following findings have been found:

·

Mr. [redacted] has a savings account with HAPO

Community Credit Union

·

On June 13, 2013 at 10:34 am, Mr. [redacted] visited

the HAPO Business Complex Financial Center (HBC) and deposited $50.00 cash

·

The following transaction for Mr. [redacted] was

completed at 10:35 am which was a cashier’s

check in the amount of $50.00 payable to US Cellular. Mr. [redacted] then returned to the HBC at 11:30 am

stating that he did not need the cashier’s check. The check was endorsed by Mr. [redacted] and

documented “Not Used for Purpose Intended” and then deposited into Mr. [redacted]’s

savings account at HAPO

From

January 1, 2013 to July 7, 2013, please note that: Mr. [redacted] has had any returned items marked as

NSF from his savings account. Mr. [redacted] has not been charged any return item

fees from HAPO. HAPO has not declined any transactions from Mr.

[redacted]’s savings account that have been authorized by him

Please feel free to contact us with any other questions.

Review: I've had a savings account with Hapo Community Credit Union for a few years now. I haven't used it much, mainly to cash birthday and holiday checks from family. After today, I will no longer do business with them and will adopt my husband's distrust of all banks and credit unions.

I am going through an unnecessary child support process through the courts. I was told about this through a letter just today 5/15/15. I also received a letter from Hapo regarding the child support process. THIS IS NOT MY CHILD SUPPORT TO PAY, and the courts are looking into why I am being charged with this as I type this. Apparently, thanks to this letter, Hapo thinks they can withdraw $35 from my account and add an overdrawn fee for a total of $50. I had only $9.xx in this bank account at the time of this withdrawal. According to the bank manager, if there is no positive activity in the next 30 days, then they can put my account in collections. How is this ethical? My husband told the bank manager to just close my account and put it in collections. They will NOT be getting any money from me anymore, through collections or not.Desired Settlement: I would like for the bank to zero out my account and place me back as even and not send anything to collections. I am still wanting my account to be closed, but I do not want any negativity to come out of this from my end.

Business

Response:

Dear [redacted],