Heritage Valley Federal Credit Union

Dear [redacted] , [redacted] Stated in her response to you that her account was frozenAs previously mentioned in my prior response, this was a very unusual situation where her card was used at a vending machine in Virginia that was owned by a Company in GeorgiaDue to having a large amount of fraud reported in the Georgia area, there was a fraud block placed against her card, when she used the vending machineOnly her card was blocked or frozenThe account itself was not blocked or frozen.As a small financial institution, we are accessible daily by phone during the hours of 8:30-5:30, Monday through Friday which is posted on our website and branch locationsDue to our organization size, we do not have the resources to staff our locations hours a day [redacted] contacted our office on Monday, May 8, and communicated the unfortunate situationAt that time, our call center manager immediately assisted her by reactivating her card and explaining the reason behind the Card block.We understand [redacted] was not happy with our fraud prevention procedures, but as a not-for-profit credit union, our objective is to look out for all our members in hopes of keeping their money safe and we stand behind the protective measures that are in place to Safeguard our members accounts.Warm Regards, Vice President Member Services

You cannot "LEGALLY" freeze my accounts without notification!!!!!!!!!Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Dear *** ***,*** *** Stated in her response to you that her account was frozenAs previously mentioned in my prior response, this was a very unusual situation where her card was used at a vending machine in Virginia that was owned by a Company in GeorgiaDue to having a large amount of
fraud reported in the Georgia area, there was a fraud block placed against her card, when she used the vending machineOnly her card was blocked or frozenThe account itself was not blocked or frozen.As a small financial institution, we are accessible daily by phone during the hours of 8:30-5:30, Monday through Friday which is posted on our website and branch locationsDue to our organization size, we do not have the resources to staff our locations hours a day*** *** contacted our office on Monday, May 8, and communicated the unfortunate situationAt that time, our call center manager immediately assisted her by reactivating her card and explaining the reason behind the Card block.We understand *** *** was not happy with our fraud prevention procedures, but as a not-for-profit credit union, our objective is to look out for all our members in hopes of keeping their money safe and we stand behind the protective measures that are in place to Safeguard our memberS acCountS.Warm Regards, Vice President Member Services

Dear [redacted],[redacted] Stated in her response to you that her account was frozen. As previously mentioned in my prior response, this was a very unusual situation where her card was used at a vending machine in Virginia that was owned by a Company in Georgia. Due to having a large amount of fraud reported in the Georgia area, there was a fraud block placed against her card, when she used the vending machine. Only her card was blocked or frozen. The account itself was not blocked or frozen.As a small financial institution, we are accessible daily by phone during the hours of 8:30-5:30, Monday through Friday which is posted on our website and branch locations. Due to our organization size, we do not have the resources to staff our locations 24 hours a day. [redacted] contacted our office on Monday, May 8, 2017 and communicated the unfortunate situation. At that time, our call center manager immediately assisted her by reactivating her card and explaining the reason behind the Card block.We understand [redacted] was not happy with our fraud prevention procedures, but as a not-for-profit credit union, our objective is to look out for all our members in hopes of keeping their money safe and we stand behind the protective measures that are in place to Safeguard our members accounts.Warm Regards, Vice President Member Services

You cannot "LEGALLY" freeze my accounts without notification!!!!!!!!!Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]