HawaiiUSA Federal Credit Union

My understanding is that on the 2nd visit Mr [redacted] expectation was to pay for the part and service, but not the tow billInstead the charge was for the part and tow bill, but not serviceThe tow bill was $and the labor that was not paid was $This would leave a difference of $We would be willing to refund the $as requested to resolve thisSincerely, [redacted] ***

Thank you for the opportunity to respond to this unfortunate situationWe want to convey to the Revdex.com of Hawaii and our members that our member’s financial stability is of utmost importance to our credit unionAt the same time, we have our members’ best interest at heart.The member opened their primary account with HawaiiUSA FCU on October 5, and then opened a checking account on April 9, Adhering to our opening procedures, the member was informed about the details of our Courtesy Pay program, both verbally and in our written disclosures that they receivedAs of today, we have no notes associated with their account or anything in our system indicating the member opted out of the Courtesy Pay programRegarding E-Alerts, the member enrolled in our Electronic Deposit (ACH) E-Alerts program and began consistently receiving electronic notifications on ACH deposits.On January 3, 2015, Courtesy Pay was first activated after a transaction caused the account to overdrawAt that time, the member received a letter informing them of the Courtesy Pay activation and was asked whether they wished to be notified each time an item is paid through Courtesy Pay, and if so, we encouraged the member to sign up for FREE E-AlertsWe also sent the member a copy of the disclosures We apologize for the misinformation the member received regarding notices not being mailed outWe regret faulting [redacted] since members do authorize the company to make withdrawals on their account The member is enrolled in free online banking that allows them to monitor their account hours, days a weekAdditionally, the member could visit any of our branches to opt out of our Courtesy Pay program or sign up for Overdraft Protection In any case, we are willing to work with the member to avoid similar situations from occurring in the future.It is our hope this situation can be resolved swiftly We at HawaiiUSA will use this experience as a learning lesson for future training and professional growth.Thank you for your time

Heather & Brian [redacted] >4:PM (hours ago)tomeWe have been contacted by Northtown Ford and they have resolved the complaint? Thank you!

[redacted] [redacted] RE: Case ID # [redacted] Dear Revdex.com of Hawaii: Thank you for the opportunity to respond to this complaintAfter discussion with our employees who were named in the complaint, the following is our response The HawaiiUSA member who filed this complaint contacted our Call Center on July 14, He spoke to our representative regarding the Courtesy Pay fees he incurred and requested a waiver As noted in the complaint, the member stated he opted out of Courtesy Pay in However, the member’s account was reviewed and there was no opt-out of Courtesy Pay in our files Further research revealed he filed a similar complaint with the Revdex.com of Hawaii in At that time, he was counseled about our Courtesy Pay Program and educated on options to avoid the fees associated with the programOur Courtesy Pay Program is offered as a means for our members to avoid being charged any additional merchant fees should their transactions be denied due to insufficient funds in their account The options we shared with the member in included using a log to record transactions, monitoring his account through online banking and eAlerts, signing up for overdraft protection, and applying for an overdraft line of creditLastly, he was advised to simply visit one of our branches to opt out of the Courtesy Pay Program which, as noted previously, we have no record of him doing Here at HawaiiUSA, educating our members on how to manage their accounts is very important to us It is our hope after providing them with the tools and resources to better manage their accounts, they are able to avoid these situations from occurring or recurring Thank you for allowing us to respond to the complaintSincerely, HawaiiUSA Federal Credit Union

February 1, Revdex.com of Hawaii, IncBishop StSteHonolulu, HI 96813- Thank you for taking the time to contact us regarding Case # [redacted] This case required more time and research because the individual who posted the complaint is not a member of HawaiiUSA Federal Credit Union (FCU), nor were we provided identifying information to direct us during our researchWe have since completed our investigation and the following paragraphs offer an explanation of the situation that led to the Revdex.com complaint On January 17, 2017, HawaiiUSA FCU converted our entire debit card portfolio from mag stripe functionality to EMV chip-enabled functionalityMembers who received new mag stripe cards before the conversion date, but did not activate their card until after the conversion date, experienced card malfunction Due to the large volume of debit cards in our portfolio, the new EMV chip cards are being mailed out in phasesThere are many moving parts and factors associated with a conversation of this magnitude that made it difficult to immediately identify those members whose cards were affectedEvery effort is being made to resolve this situation with impacted members, including working with individuals to expedite delivery of their new card and waiving any replacement fees At HawaiiUSA FCU, we strive to make all conversions seamlessWhen issues do arise, we make every attempt to address them as soon as they are discoveredAt the time of this response, we were able to identify the account holder referenced in this complaint and we have made contact via our Call Center A rush order has been placed for a new debit cardIf the account holder has any further concerns or questions, they may call our Call Center at for assistance Thank you

My understanding is that on the 2nd visit Mr [redacted] expectation was to pay for the part and service, but not the tow billInstead the charge was for the part and tow bill, but not serviceThe tow bill was $and the labor that was not paid was $This would leave a difference of $We would be willing to refund the $as requested to resolve this.? Sincerely,? [redacted] ***

RE: Case ID [redacted] Dear [redacted] :At HawaiiUSA, our members are our top priority and we strive to provide exceptional member service We appreciate the chance to learn from and respond to the members concerns that were addressed to the Revdex.com regarding an experience while waiting for a new debit card to be issued.Due to an unexpected system upgrade at our debit card printing location, our members experienced an extended delay in receiving any new or reissued debit cards that were outstanding at that time The upgrade is complete and no longer affecting our members.There were service issues in this complaint as well The member was told to keep waiting, no explanation of the reason for the delay, lack of response from a supervisor and the fee issue All of these have been addressed directly with the agents and supervisors involved.The manager of our Member Service Center (Call Center) contacted the member to address and resolve the issues on March 23, She placed a rush order on the card No fees were charged Member received a new debit card on March 27, 2015.Again, we appreciate the feedback and are hopeful that our member is satisfied with the steps we have taken to resolve the issue

[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 Regards, [redacted]

RE: Case ID [redacted] Aloha Mick [redacted] :Thank you for your patience while we reviewed and researched this complaint We take protecting our member’s financial information very seriously and want to ensure them that we have their best interest at heartFinancial institutions have regulations that are followed regarding the amount of time a check can be placed on hold and HawaiiUSA FCU adheres to these regulations Reasons for placing a check on hold could be due to red flags, low account relationship, questionable check deposit or check cashing history, or balances in the subject account not sufficient to cover the particular check should it be returned for any reason These are some precautions that financial institutions have in place to protect their customers or in HawaiiUSA FCU’s case, our members In addition, HawaiiUSA FCU has experienced members who have received checks as part of global scams and we instruct our employees to be diligent in asking the proper questions to protect our members from being a victim of these types of scams.In response to this complaint, there were a few red flags indicating that we needed to pay close attention to the check transaction and further probe on how or why our member received the check A red flag in this situation came when our staff questioned the check being deposited and the member verbally shared when asked that they did not know why they received the check Due to the response and the amount of the check, we informed the member of the decision to place the check on hold As part of our due diligence, we contacted [redacted] , the issuing financial institution on the check, by phone twice on February 20, to verify the check in question [redacted] informed us the name on the account and account number was not valid and with this information, we placed the check on an extended hold.The proceeds from the check in question have been released to the member’s account and at the time of this submission to Revdex.com-Hawaii, we have not received a chargeback of the check We apologize for the stress and inconvenience this situation has caused our member and feel that we did have their best interest at heart We also apologize if the actions our employees took in this situation were taken in a way that displayed bad and unfriendly service We as a credit union strive for outstanding service and the representative mentioned is a longtime and valued employee who wanted to make sure our member was not a victim of a scamHawaiiUSA FCU will use this experience for future training of our employees

To Whom it May Concern:
At HawaiiUSA Federal Credit Union, the proper management of
the members' assets and information means all employees are required to
demonstrate the highest standards of ethical, moral and personal conduct at all
times. From the time employees attend new hire
orientation to the time
they receive their annual performance assessments, we always emphasize the
importance of integrity, which is one of our company’s core values.
After a thorough investigation into this matter and taking a
statement from our employee, the credit union representative in question, we
confirmed that our employee never disclosed any detailed member
information. However, by mentioning of the individual by name to their
relative is a violation of our Code of Conduct. For this violation,
disciplinary action has been taken against our employee. The employee
also understands that any future violations will result in further disciplinary
action up to and including termination.
On
behalf of the credit union, we will write a letter of apology to our member who
submitted the complaint and assure them that our credit union will continue our
efforts in protecting confidential member information and make members’ privacy
our top priority

Heather & Brian ***>4:PM (hours ago)tomeWe have been contacted by Northtown Ford and they have resolved the complaint Thank you!

[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,
*** ***

Heather & Brian ***>4:PM (hours ago)tomeWe have been contacted by Northtown Ford and they have resolved the complaint Thank you!

My understanding is that on the 2nd visit Mr*** expectation was to pay for the part and service, but not the tow billInstead the charge was for the part and tow bill, but not serviceThe tow bill was $and the labor that was not paid was $This would leave a difference of
$We would be willing to refund the $as requested to resolve this.? Sincerely,? *** ***

Thank you for the opportunity to respond to this unfortunate situation. We want to convey to the Revdex.com of Hawaii and our members that our member’s financial stability is of utmost importance to our credit union. At the same time, we have our members’ best interest at heart.The...

member opened their primary account with HawaiiUSA FCU on October 5, 2012 and then opened a checking account on April 9, 2013. Adhering to our opening procedures, the member was informed about the details of our Courtesy Pay program, both verbally and in our written disclosures that they received. As of today, we have no notes associated with their account or anything in our system indicating the member opted out of the Courtesy Pay program. Regarding E-Alerts, the member enrolled in our Electronic Deposit (ACH) E-Alerts program and began consistently receiving electronic notifications on ACH deposits.On January 3, 2015, Courtesy Pay was first activated after a transaction caused the account to overdraw. At that time, the member received a letter informing them of the Courtesy Pay activation and was asked whether they wished to be notified each time an item is paid through Courtesy Pay, and if so, we encouraged the member to sign up for FREE E-Alerts. We also sent the member a copy of the disclosures.  We apologize for the misinformation the member received regarding notices not being mailed out. We regret faulting [redacted] since members do authorize the company to make withdrawals on their account.  The member is enrolled in free online banking that allows them to monitor their account 24 hours, 7 days a week. Additionally, the member could visit any of our branches to opt out of our Courtesy Pay program or sign up for Overdraft Protection.  In any case, we are willing to work with the member to avoid similar situations from occurring in the future.It is our hope this situation can be resolved swiftly.  We at HawaiiUSA will use this experience as a learning lesson for future training and professional growth.Thank you for your time.

RE:  Case ID [redacted]Aloha Mick [redacted]:Thank you for your patience while we reviewed and researched
this complaint.  We take protecting our
member’s financial information very seriously and want to ensure them that we
have their best interest at heart. Financial institutions have...

regulations that are followed
regarding the amount of time a check can be placed on hold and HawaiiUSA FCU
adheres to these regulations.  Reasons
for placing a check on hold could be due to red flags, low account
relationship, questionable check deposit or check cashing history, or balances
in the subject account not sufficient to cover the particular check should it be
returned for any reason.  These are some
precautions that financial institutions have in place to protect their
customers or in HawaiiUSA FCU’s case, our members.  In addition, HawaiiUSA FCU has experienced members who have
received checks as part of global scams and we instruct our employees to be
diligent in asking the proper questions to protect our members from being a
victim of these types of scams.In response to this complaint, there were a few red flags indicating
that we needed to pay close attention to the check transaction and further
probe on how or why our member received the check.  A red flag in this situation came when our
staff questioned the check being deposited and the member verbally shared when
asked that they did not know why they received the check.  Due to the response and the amount of the
check, we informed the member of the decision to place the check on hold.  As part of our due diligence, we contacted
[redacted], the issuing financial institution on the check, by phone twice
on February 20, 2015 to verify the check in question.  [redacted] informed us the name on the
account and account number was not valid and with this information, we placed
the check on an extended hold.The proceeds from the check in question have been released
to the member’s account and at the time of this submission to Revdex.com-Hawaii, we
have not received a chargeback of the check. 
We apologize for the stress and inconvenience this situation has caused
our member and feel that we did have their best interest at heart.  We also apologize if the actions our employees
took in this situation were taken in a way that displayed bad and unfriendly
service.  We as a credit union strive for
outstanding service and the representative mentioned is a longtime and valued
employee who wanted to make sure our member was not a victim of a scam. HawaiiUSA FCU will use this experience for future training of
our employees.

My understanding is that on the 2nd visit Mr. [redacted] expectation was to pay for the part and service, but not the tow bill. Instead the charge was for the part and tow bill, but not service. The tow bill was $185.00 and the labor that was not paid was $100.00. This would leave a difference of...

$85.00. We would be willing to refund the $85.00 as requested to resolve this. Sincerely, [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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

February 1, 2017       Revdex.com of Hawaii, Inc. 1132 Bishop St. Ste. 615 Honolulu, HI 96813-2813   Thank you for taking the time to contact us regarding Case #[redacted]. This case required more time and research because the individual who posted the complaint is not...

a member of HawaiiUSA Federal Credit Union (FCU), nor were we provided identifying information to direct us during our research. We have since completed our investigation and the following paragraphs offer an explanation of the situation that led to the Revdex.com complaint.   On January 17, 2017, HawaiiUSA FCU converted our entire debit card portfolio from mag stripe functionality to EMV chip-enabled functionality. Members who received new mag stripe cards before the conversion date, but did not activate their card until after the conversion date, experienced card malfunction.   Due to the large volume of debit cards in our portfolio, the new EMV chip cards are being mailed out in phases. There are many moving parts and factors associated with a conversation of this magnitude that made it difficult to immediately identify those members whose cards were affected. Every effort is being made to resolve this situation with impacted members, including working with individuals to expedite delivery of their new card and waiving any replacement fees.   At HawaiiUSA FCU, we strive to make all conversions seamless. When issues do arise, we make every attempt to address them as soon as they are discovered. At the time of this response, we were able to identify the account holder referenced in this complaint and we have made contact via our Call Center.  A rush order has been placed for a new debit card. If the account holder has any further concerns or questions, they may call our Call Center at 808.534.4300 for assistance.   Thank you.

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]