Heritage Family Credit Union

Mr [redacted] , I have listened to the recordings of your phone calls when you ask for your bill pay records, and I sincerely apologize for the time it took us to resolve your request We gave you incorrect information that your bill pay records were deleted The bill payment company representative was able to retrieve your records and send them to you You also told us your mobile banking app wasn’t working At the time, we did not take note that you were able to successfully log in through your computer, but not your phone Please allow us to continue researching to determine why this happened We apologize for your frustrations and take full responsibility for the situations you mentionedWe appreciate your feedback and will be contacting you directly to apologize

Discriminatory Practices:The credit union offers Overdraft options to help members avoid the embarrassment and Merchant imposed fees for returned items collectionThe Fee being referred to by Mr*** is a courtesy fee of $which is the same as an NSF feeThe difference being the
courtesy of clearing the item and allowing the account to go negative for a short period of time rather than returning the item to the merchant for NSFMr*** has used the courtesy feature numerous times throughout the year (2015)The limit that is allowed for a member to go negative in their account is fixed and consistent for all member’s participatingThe number of days an account is allowed to be negative is days by regulation and is then required to be charged off Fee Manipulation:The posting order for payments clearing at the credit union are controlled in such a way as to clear as many items as possible before triggering and overdraft or NSF transaction, thereby minimizing feesACH Items clear as Deposits first then withdrawals from the least to the highestShare drafts (checks) clear from the least to the highestThese controls are applied globally for all accounts, not at a member or account level. Member Service Failure:Mr***s assertion that he was treated poorly when he sought assistance from member service personnel is not evident in staff interviews or in the call recordings As is the case with all members, if the Credit Union suffers a loss i.echarge-off, then the membership stays open but privileges are suspended and the account is limited to savings onlyIf Mr*** were to make the credit union whole then his privileges could be re-establishedWith access to checking, home banking, Mobile banking Bill pay etc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I am not sure how to reply correctly but the response is not what I experienced at allNor was the withdrawal ever described that wayNot is it my belief that was the practice I request that the records and recordings be here by a third party the interviews are of course done in house as such would not reflect my experience obviously Tho I'd suspect that all records will have been destroyed as I stated previouslyButI had several phone calls relating to withdrawals and not once were they described that wayRather there was lots of well um and I'll get the boss and most frequently were not picked up or I was disconnectedBut theRecordings will verify thatIf they existThere was no address to my complained of discrimination due to my employment and the many times I was told too bad we won't help you if you cannot go to a branch is branch hours Also my experience as I recall was just the oppositeLook for the big withdrawal and ding the many little onesThis seemed common place practice as I said manipulation seemed to have occurred And now I paid of one of my loans and the applied it to the wrong account These issues like I reported before I have to do there workAnd there mistakes happen I am charged and told I have to come in or I get no assistanceThey have it applied to loan number not and now I am late and likely have a negative mark So reflecting on what they are saying and my experience are not the sameOn the drafts removed over the weekends at one time I was told first come first removed with no person involvementAlso pull the records from when I called to get my records from the bill pay records and called specifically with directions from bill pay and I fought for over minutes with liz and her boss and after being told they cant the boss finally did and it was simpleThey claim no foul yet why were are negotiating they screwed up another deposit and per past actions I would be told to come in and sign a paperwhich I cantits still going on they can claim all they want that I alone was wrong but it just happend to have reoccurred they can destroy all records to hide and make it my word against there yet here it is again I really want them to produce the records to you
Regards,
*** ***

Mr. [redacted], I have listened to the recordings of your phone calls when you ask for your bill pay records, and I sincerely apologize for the time it took us to resolve your request.  We gave you incorrect information that your bill pay records were deleted.  The bill payment company representative was able to retrieve your records and send them to you.   You also told us your mobile banking app wasn’t working.  At the time, we did not take note that you were able to successfully log in through your computer, but not your phone.  Please allow us to continue researching to determine why this happened.   We apologize for your frustrations and take full responsibility for the situations you mentioned. We appreciate your feedback and will be contacting you directly to apologize.

Steven was reimbursed the requested $180 March 9, 2018.