HAPO Community Credit Union

Review: I was charged overdraft fees for a charge that never cleared my account. HAPO explained to me that on 8/6/13 a hotel tried to charge my debit card. At the same time I had legitimate charges clear my account so they automatically transferred money from savings and charged me $20. On 8/12/13 when I went online to view my account there was no hotel charge. I can't even see what HAPO is talking about. The hotel charge did NOT clear my account, there is no hotel even listed on my account history. I always had a positive balance. Despite an erroneous hold on my funds from an unknown vendor who never actually charged my account HAPO refused to reverse overdraft fees, despite the fact I was never actually overdrawn. When looking at my transaction history I always had a positive balance. I asked if I could make a dispute because when I have an erroneous charge on my account I am allowed to dispute it. I was told that because the charge never actually occurred there is nothing to dispute - but HAPO still charged me a $20 fee which seems to contradict the fees they charged me.Desired Settlement: Refund the $20 fees

Business

Response:

I have credited your account the $20 in transfer fees

received due to the [redacted] pre-authorization.

When hotel reservations are made, they will pre-authorize

the transaction for the full amount on the card given to hold the room. While they do not complete the transaction and

the funds are not withdrawn, the funds are on hold and unavailable until the

pre-authorization expires. It is

strongly recommended that hotel reservations be made with a credit card to

avoid the funds being unavailable to the customer.

Please review the following series of events for

explanation regarding the transactions causing fees in your HAPO Checking

account.

·

At the close of business on August 6, 2013 the

balance in your HAPO CCU checking account was $348.36 with an available balance

of $318.83. The following items were

pre-authorized causing the difference in your balance to available balance:

o $13.21

[redacted]

o $3.22

[redacted]

o $7.99 [redacted]

o $5.11 [redacted]

·

On August 6, 2013 at approximately 6:20 pm a

debit pre-authorization was received from the [redacted] Seattle in the amount of

$588.36. This transaction was authorized

using overdraft protection. The balance

in your checking account after the [redacted] preauthorization was -$269.53.

·

On August 7, 2013 your pending transactions from

August 6th were completed by the merchants and posted to your account, however,

the funds were no longer available due to the [redacted] hold. The system automatically transferred the

available funds from your savings account to cover the authorized

transactions. These transfers result in

a $5.00 fee per transfer.

·

On August 11, 2013 at approximately 8:39 pm the

pre-authorization placed by the [redacted] Seattle expired and the hold on the

funds was released. This is typical of

hotel charges.

If you have any further questions, please feel free to

contact me directly.

Thank you,

VP of Branch Operations

###-###-####

[redacted].org

Consumer

Response:

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

Thank you for your time and attention to this matter.

Regards,

Review: I opened a savings account with HAPO in March of 2013. Without any type of communication with me, they reduced the balance down to $1 this month, and took the rest as an "inactivity fee." I consider this stealing and deliberately shady. Then they sent me a letter demanding that I deposit more money into the account. I just called and closed my account with this shady credit union, but I would like the money they stole from me returned. I am also contacting the Washington State Attorney General's office, and the [redacted].Desired Settlement: Give me back the money you stole from me for the "inactivity fee."

Business

Response:

[redacted],

Review: I have an auto loan and a credit card through HAPO. I have had one late payment on each, both of which dropped my credit score over 40pts- so over 80pts combined. A few things I would like to mention about their process/practices are; 1) I had a conversation with an "[redacted]" in customer service and she told me that late payments weren't reported until after 60 days.I was then told it was in fact 30 days, with which even she was surprised. 2) I'm not sure if it is required of them, but I don't remember having gotten a courtesy call about either of my accounts until I received a call a few weeks ago on 6/9/2015. Again, I don't think they had ever given me a courtesy call, and if they had, it was so long ago that I don't remember. And after mentioning that to the woman who did cal, she said that they had a "[redacted]" phone number for me which was a number from a residence I lived in 14yrs ago and I wouldn't have given to them(they clearly just found it online by searching my name and SS#) and 3) "HAPO's" online payment system is handled by a third party. When you chose to "Make a Payment" you are redirected, and notified that you a leaving the HAPO site. The payment page is EXTREMELY basic, not showing any mor details other than the last four digits of the account #, the date and the amount paid. It shows nothing about due dates, balances, etc.... In regards to the card, I thought my due date was the 15th of each Month and went online and confirmed I had made a payment on the 17th the previous month. In fact, my due date is the 21st. After figuring this out, I called and made a payment on the 34th day and the late payment had already been reported after 30 days. In regards to the late payment on my auto loan..a few Summers ago, I believe in July(I can find the specific date, but assume HAPO can provide it when we discuss this matter further), I had called to make a payment arrangement and have the funds taken out on a specific date to make the payment on the loan. I was told that that would happen for certain, but it never did. They even asked if I wanted to make an automatic payment on the credit card that same day, and neither happened. I eventually made a payment over the phone a few days later, but that went past the 30 days(for the auto loan) and it was reported to the bureaus, dropping my score(and my father's) by 42pts. That automatic payment did, however, come out of my account the following two months, which I did not authorize(that's not my complaint). After realizing that my credit score had decreased by 42pts, I put in a request(through the bureaus) that HAPO reverse it, explaining how/why it happened, expecting that they would have no problem doing that considering I had never been late on a payment, and they did not reverse it. I then called them to ask why it wasn't overturned, was transferred from customer service(who has ALWAYS been so helpful) to the Collections department. After speaking to one woman who was very pleasant, but couldn't explain in detail why it wasn't reversed..I asked to speak to a Supervisor in the Collections department. At that point a younger woman got on the phone and was incredibly rude! I don't remember her name, but again, I'm sure they have record of the conversations and that information. She seemed extremely irritated and was basically yelling throughout the entire conversation. She said, "You are implying that we did something wrong, and we didn't do anything wrong!! And besides, it's not like you have an exemplary payment history anyway!!" She said this because I typically pay within the "Grace Period" which another woman(in Customer Service), in a different phone conversation said to me that she does the same and, "that's why they have a grace period". But again, the Supervisor from the Collections department was extremely rude and insulting throughout the conversation. I didn't raise my voice once, and while it was ultimately just a misunderstanding and I thought they would have no problem reversing it, considering I had made my payments on time for about 4yrs at this point, she still said no.Desired Settlement: Again, my credit report has been affected on two different occasions from late payments(one for the auto loan and one for my credit card). Otherwise, Ultimately, I would appreciate if adjustments were made in both instances, but if not, I am asking that they make an adjustment(on mine and my Father's credit report because both were affected) for the late payment reported on the auto loan because of the misunderstanding. Again, I was assured that the funds would come out on a specific date and they did not(I can provide bank statements proving the funds were in there on that date if needed). And for whatever reason, funds were taken out of my account the following two months for payment on the loan and the card. When defending the Bank about my late loan payment, the rude Supervisor made the comment that, "Well we can't even take funds out automatically unless you sign forms"..which I never did, yet the funds were taken out two consecutive months following the date we agreed on(again, that's not my complaint), but not on that date.

Business

Response:

July 2, 2015

Review: I have over paid on a car loan and have tried to recover funds for a month . I have called twice since January. I wanted my account closed and a refund sent.

a good company would of completed the tasks at hand. I am older I don't have time to track down money owed to me. shame on the secretary and business.

the account number for the loan is [redacted]Desired Settlement: I want my money from this account. I want it in one week.

Business

Response:

Dear [redacted],

Review: issurance policy that covered unemployment that was excessive and did not understand. Also the dealer sold it to me unaware of what I was signing!He misrepresented it to me and the cost.Desired Settlement: I want any monies for this policy refunded or applied to vehicle amount owed.

Business

Response:

Re: ID# 9529743

Dear Ms. [redacted],

Our records indicate that your loan with HAPO Community Credit Union, originated in April, 2006. On May 9, 2006, GAP and Debt Protection disclosures were signed and acknowledged as an added protected to your loan. Debt Protection Plan 2 in which was elected, has following coverage:

· Disability: Cancels up to 6 Payments per occurrence (12 Payments Max)

· Involuntary Unemployment: Suspends up to 3 Payments per occurrence (6 Payments Max)

· Family Leave: Suspends up to 3 Payments per occurrence (6 payments Max)

Our records indicate that throughout your loan history, you have applied and been approved for payment suspension under Involuntary Unemployment. Our records indicate additional claims were denied due the maximum number of payment suspensions already utilized and not meeting the requirement of 6 continuous months of employment prior to filing your next claim.

Attached are all supporting documentation including the original signed agreement and any letters sent from Minnesota Life regarding Debt Protection claims. For your security, the account number has been blacked out.

As for reimbursement of past premiums, this loan has been covered and benefits have been utilized so therefore we are unable to grant your request. If you would like to cancel the remaining protections under Plan 2, please visit the nearest branch location to sign and acknowledge cancellation of coverage and any future premiums.

Thank you,

HAPO Community Credit Union

Vice President of Branch Operations

###-###-#### Ext. [redacted]

[email protected]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9529743, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The insurance was sold to me by owner/salesman of the car dealership, single page document from hapo was not filled out when I signed it., Thats why I asked how much a month is policy. he responded equal to 2 payments so I figured 74 payments instead of 72. They deducted my insurance from each payment and did not contact me and say your short the insurance you sgned for. I believe they did this to cover up the price of the policy. I have disability on my state farm policy I carry. There was no transperency to payments and policy, I dont know if car dealers are insurance salesman! And work on behalf of hapo.

Review: we have money in the bank acct on hold but they released 4000.00 dollars and are charging us over draft charges on anything that is being processed plus 700.00 dollars direct was taken on over draft fees charge aginst us are wrong and they won't refundDesired Settlement: refund back over draft charges from the purchased of the 4000.00

Business

Response:

Dear [redacted],

On February 16th, you visited the HAPO Business Complex and deposited a check in the amount of $40,324.57. The check was placed on hold as the teller was unable to verify the check. Shortly after leaving the HAPO Business Complex, you called HAPO’s Contact Center and $4,000.00 was made available to you.

Review: I've worked closely with HAPO to ensure that my payments are made on time, often times calling in to confirm payment due dates and paying bills early. Since I'm not able to come into the office directly (I live 4 hours away from the closest branch) I must pay over the phone or online - neither of these options are reliable. Here are the two major issues I've experienced:

1. Even when payments are made ontime they are still reported as 30 days late to credit bureaus. I've had 3 payments out of the last 7 show up as late due to the person collecting the payment over the phone apply payments to the wrong accounts.

2. The other problem with this service is that they charge a $20 online/phone payment fee (per payment, per loan) that they claim is due to the online vendor collecting funds - even when they take payments over the phone. Since I have both a closed credit account and current loan with them, I'm charged the equivalent amount in online payment fees as what's due for my credit card payment - I'm paying double in order to call someone and have them do their job. It's no different than driving up to the window.

I've spoken with managers, tellers, collections and all of them assure me that my payments are being applied properly, however every couple of months they apply the payments to the wrong accounts and it results in credit score misreporting.Desired Settlement: I want them to revert the misreported late fees to my credit report throughout 2015. I've spoken with numerous people at the bank and they've refunded the online payment fees because they recognized their teller's mistake, however gave me flippant responses when I asked them to fix the late payment history on the accounts.

Business

Response:

August 24, 2015

Beware! Hapo tries to charge you 5% to bring in loose change. If you bring a bunch of change to the teller they will refuse to handle it, and make you use their counting machine which will charge you 5%.

Review: Ever since I refinanced, traded in my car for another one, and took my brother off the loan as he was a co-signer, I have had nothing but problems. If payment wasn't on the exact date it was due, I was getting phone calls and letters saying if I didn't pay I was going to have my car repossessed. When I tried paying online with my bank card, it went through as I saw it on my bank statement, then a few days later, it was gone and HAPO was saying I never paid it and I must have put in my information wrong, which made me behind on other bills as I had to use other bill money to pay them. I was making my payments to catch up and when I had help from the state of Oregon due to me being jobless at that time, they sent a check to HAPO and HAPO told me to "Have my bank cancel the check and put it back in my account, and pay it over the phone." I told them it wasn't from my bank, but from the State of Oregon and couldn't do that and that they needed to wait until they got the check in the mail since I mailed it 2 days prior. They continued to try and get me to pay it over the phone and I told them no. I continued to pay through either mail or online and come October they're trying to tell me I owe so much amount of money. I get a new job and give them $425.00 and thought that would pay Oct and Nov. Apparently that only covered past months and only part of October. Which means I somehow missed 4 months worth of payments and I know I didn't. When I contacted them they said to call them to talk about the issue. I couldn't call them because my cell phone was shut off for the past 3 months due to giving them every penny I had. One representative told me that I missed one months payment so payment in that month was for the payment missed in the previous month, and so on for a couple months. They told me I had missed March's payment and Aprils payment was for March, and Mays payment was for April. I had made 2 payments in April. 1 for March and 1 for April. When I asked why I am being told I didn't make Aprils payment when I did, I got ignored and another representative asked me a few days later when I was going to make my payment. I then asked again the same question, why I am being told that I didn't pay for April when I did, I got told to call to resolve the issue. My phone was still shut off at this time and got ignored yet again. Another representative contacted me about a week later for my payment. I again asked about Aprils payment and still was never told and keep getting harassed and being told that they're coming to repo my car due to nonpayment in October. I was asked when I was going to make another payment, and I told them I was going to try to on a certain date, and they are telling me I said I was going to be "In to make a payment" when I never once said that. I asked them for the email that said I was coming to their place of business and I never once said I was going to. I live 2 hours away from that place of business, and cannot easily travel to them due to the terrible road conditions in the winter where I live. I told them I can make a payment on the 4th of January and they told me to "clean out my car if I cannot make the payment by Dec 26th at noon." I just now got my car insurance back (haven't been able to afford it due to being jobless and giving every penny from having to be on welfare to HAPO to keep my car from being repossessed, and trying to keep my phone turned on which didn't work because it was shut off for months, and paying my electricity.) I have a temporary/seasonal job to pay my bills. I have tried to work with them but I get nothing but bad customer service and harassment. I not once got a letter in the mail saying I owe, how much, and for what month. Just emails and phone calls.Desired Settlement: I would like an explanation of charges as to why I am being told I didn't make Aprils payment when on my loan account, it says I made the payment, and why all the other months are not paid for when I paid them. I would like a sincere apology from each representative that contacted me and harassed me. And a letter in the mail with my detailed payment which includes: The date I paid each payment(s), how much, how it was paid whether it was by phone, mail, or online since March of 2014.

Consumer

Response:

I my name is [redacted], and I made a complaint about HAPO Community Credit Union. My complaint number is #[redacted]. The last email I got from you (Revdex.com) said to contact you (Revdex.com) if any new information came up. HAPO called me while I was working on December 30th and told me to call them so we can go over the issue. I quote "Hi [redacted], this is [redacted] calling from HAPO Credit Union. I was calling because we recieved a letter in the mail, if you could give me a call back I would like to go over it with you myself." I was unable to call back because I worked all week and by the time I got off, the business was closed. And now my car has been repossessed. So the dispute remains at issue. I have all the emails from everyone who has contacted me, would you like me to forward them to you?

Business

Response:

Re: Complaint to Revdex.com ID#[redacted]

Review: I paid off a truck loan (2008 Chevy Silverado, #[redacted]) but HAPO has failed to release/provide the title to me despite repeated requests.Desired Settlement: Release and mail title to me

Business

Response:

Dear [redacted],

Review: In July 2015, I purchased a 2015 Dodge Durango. I was pre-approved for my loan , through BECU. The dealership did not use my financing but instead used Hapo Community Credit Union as one of their potential lenders. I did not select them. I received a payment book and lean notice that Hapo was chosen as the lender. It didn't matter to me because I simply make my payments and to whom the payment went was not relevant. After making the first payment my wife and I received a letter threatening that Hapo was going to purchase insurance coverage on the vehicle because they alledge that we didn't have insurance. When the loan was processed, I provided my full coverage insurance to the dealership. So I know it was on the purchasing order. We sent proof of insurance via fax to Hapo and were told the issue was resolved. We received a second notice stating that we had not furnished physical damage insurance. Hapo again threatened to purchase their own insurance and charge it to my loan. My wife called them on 09/14/2015 and spoke with an employee named [redacted], who stated she was going to call Allstate, our insurer, to get what ever information they needed. On 9/19/2015, we received a certified letter, this time Hapo stated that we don't have adequate bodily and property liability coverage, per their requirements. At no time, have we been made aware of any such prior requirements. W have purchased sveral new vehicles and have never been treated this way. The lender appears to be set on profiting from the purchase of a secondary insurance. The information that they allege they need can be obtained from my insurance agent. To date, Hapo has not place their name on my policy as the lean holder. The resolution I seek is that Hapo contact Allstate and get the information they need from my insurer as all previous lenders have done. I further request that Hapo stop sending unwarranted threats to increase the amount of my loan by alleging there is a lack of coverage. I have owned far more expensive vehicles and have never been treated this way. I will take the appropriate steps to move my business to a reputable lender that does not practice extortion.Desired Settlement: The resolution I seek is that Hapo contact Allstate and get the information they need from my insurer as all previous lenders have done. I further request that Hapo stop sending unwarranted threats to increase the amount of my loan by alleging there is a lack of coverage

Business

Response:

September 23, 2015

Review: My wife obtained a credit card from HAPO shortly after she moved to Yakima, WA. We got married in 2010, and in 2012, we moved to Tacoma, WA. We ensured that a mail forwarding form had been completed when the move took place, and if I remember correctly, we paid off the balance on the card before we departed from Yakima, with the intent to keep the card to use only in dire emergency.

We lived in a rental home in Tacoma, WA from 2012-2013 before we bought a house on 8/8/2013 and moved again and, again, we filed a mail forwarding form for the credit card statements.

This entire time, we did not receive a single statement in the mail.

My wife used the card a few months ago apparently for something or other, and we continued to not receive a bill.

Finally, on 4/29/2014, my wife received a telephone call from HAPO informing her that her balance was overdue and she owed $50 in fees. Panicking, my wife paid the bill without considering if HAPO was in the wrong.

I contacted HAPO and explained the situation, requesting ultimately that the fees be dismissed as we made good-faith efforts to ensure that our statements, if any were forthcoming, would find us, given that we had the mail forwarding in place.

I was initially told (after the woman I spoke with conferred with her supervisor) that they would not refund the fees at all (likely because my wife had already paid them). I informed them that we would have no choice but to terminate our card and the connecting savings account required.

The woman I spoke with then spoke to her supervisor again, and I was told that one of the two $25.00 late charges would be removed, but the other would stand. I, again, said that we wanted to terminate the card/account.

The woman began to be obnoxious and told me that we would have to wait until 5/27/2014 for the account to terminate, after which we would be refunded the $25.00, and my wife would receive an e-mailed form that would need to be signed and sent back.

I informed the woman that I was glad that the form was going to be e-mailed, as it seemed that HAPO clearly had problems with using the mail. I was sarcastically told to have a nice day. I returned the sarcasm and bid her farewell.Desired Settlement: HAPO rescinds the remaining $25 fee, refunds whatever money my wife paid (minus that required to zero out the bill) and the credit/savings account are closed.

Business

Response:

[redacted],

There seem to be a gap in the overall logic of communication with the experiences I've had with Hapo. [redacted] the representative that pick up the phone is very condescending and I suggest, if it is not done so in a frequent basis, you listen and provide some feedback that will help. I have had 3 total terrible experiences. The third is absolutely unacceptable! I signed up for auto payment on my loan on January 8, 2014 (another instance where I could have been told about lack of insurance for my auto--frustrating). I specifically asked for the payment to be taken out on the 5th of each month and I filled out paperwork. Today, February 8, 2014 I call Hapo (to my luck, [redacted] answers the phone) to inquire about the auto payment and that nothing has been taken out of my account. She then tells me that I did not have it set up. I am furious ... The gesture and positioning that Hapo has been taking is the customer is stupid!
The furiosity is a build up from the first 2 experiences. I bought my car expecting a booklet of payment sheets. Did not come, I finally called as I did not know where and how and specifically how much. And you told me that you did send a booklet but that it was turned back. No attempt from you to contact me via phone via email to say, hey the payment booklet was returned do we have you address right? Which it was right. So I don't know why it did not make it to me. I could have been late on my payment as to which I am sure now you would say... That's my fault. So many things to say about this first experience. Secondly, I receive a new payment booklet in mid January stating my payment is over two thousand dollars! Wtf! I called, guess who answered.... Anyway, I was told that multiple letters were sent to me to let me know that I did not have insurance. Guess what?! Those did not make it either to me! I made all my payments by going into a Hapo building which would have been great opportunities to let me know I needed insurance for my car. Now I'm being told that on December 31, 2013 Hapo purchased insurance on my behalf and because I was not able to provide proof of insurance until January 23, it will cost me over 3k or $400 a month for 8 months! What the [redacted]?! Although I thank [redacted] for her efforts, the downfall is with the entire experience with having this loan through Hapo. Hapo's effort to let their customer know that they are about to get financially [redacted] is horrible! And the you are going to tell me that I new to go to the site again to sign to process my auto payment because according to you... I did not do that on January 8. Your cameras for the Hapo building on gage will show me signing up! Now it's snowing out and I either risk getting into a car accident, pay a fee for now being late on my payment, and get more [redacted]!