HawaiiUSA Federal Credit Union

[redacted]                      
 
 
[redacted]   RE:  Case ID #[redacted]  ...

Dear Revdex.com of Hawaii:   Thank you for the opportunity to respond to this complaint. After 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, 2016. 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 2008.  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 2012. At that time, he was counseled about our Courtesy Pay Program and educated on options to avoid the fees associated with the program. Our 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 2012 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 credit. Lastly, 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 complaint. Sincerely, HawaiiUSA Federal Credit Union

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, 2015.  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.