Hope Credit Union

I was talked loudly & rude to in front of other customers in the branch on 1/4/13 by branch employee and manager, I normally bank on Fridays.I came to branch to make my normal weekly deposit which I normally do on Fridays but I missed the bank Friday and had to come in on the following Saturday. I was told that they have a different staffing on Saturday through the loud speaker in drive through while on my lunch break and they would be placing a 10 day hold on my payroll check that I have been depositing every week since June 2013. I had to spend my entire lunch break sitting in the lobby to speak with a manager named [redacted] who did not attempt to resolve my issue. She continued to repeat bank policy for new accts, I explained to her I had been a member since April 2013 and I only got a new acct# due to fraud on my last acct#. I asked if she was able to pull up my old acct she could see where I had been making the same weekly payroll deposit consistently as well as I had been making weekly payroll deposits into the new acct since its existence as well. She repeated to speak loudly to me how it would be a 10 day hold because my acct had all kind of "RED FLAGS", I asked what she meant by red flags and could she not speak to me so loudly since there were several other customers in the branch listening and she simply said I cannot help you and I proceeded to ask her well could I close my acct and she sais no because I was overdrawn because of a gas purchase I had made earlier in the week, I asked to clear that up close my acct and get the rest of my payroll back and never do business with them again. She said I could not close and told me if I came back another day no one else would help me either because my acct was new. I am very upset and feel I was treated with no respect and the manager as well as the Saturday staff was unprofessional. Normally the branch manager [redacted] is very professional and pleasant as well as her staff.Desired SettlementI am seeking for somebody from upper management to get involved and really sit back and see how there customers a spoken to by staff in front of other customers. Customer privacy is very important and I just think the whole situation was handled in an unprofessional manner.

Applied for a loan, manager told us she could help. Wasted 2 1/2 months as we were lead on, saying it looked good, only to be denied 2 1/2 mo. later.My husband and I applied for a loan the second week of June. We needed help with our business after my husband had been hospitalized and the manager told us they could help. In the span of two months we checked in with her at least twice a week and of all of our attempts she emailed us two or three times with one and two word answers. At one point my husband took in some additional information she requested and she told us it looked good. I emailed her a couple of times over the next couple of weeks for a status and asked her if she had everything she needed from us, or if we could talk about alternative plans. My husband would go into the branch once a week but she was never available. she finally contacted us and said that the underwriter wanted to know what collateral we wanted to use (I had given her of list of ones we could use), of which we responded. We waited another week after her last communication and began calling again for a status. We could not reach her and she would not respond to our emails. Three weeks later, on August 24th, we received a denial in the mail citing an incomplete application. While my credit score isn't good, she lead us on to believe they were going to be able to help us. We wasted over two months waiting on them only to be denied when we could have been looking elsewhere. How can a manager of a branch not return calls and lead someone on when they are seeking help? Hope Credit Union touts themselves as an organization that can help when you can't get help elsewhere. Desired SettlementPeople need to be aware that this organization has poor, poor management practices and poor customer service. While my credit is not good, valuable time was wasted for us and has resulted in more problems in our wait. I am not sure what the statute of limitations is on when a decision needs to be complete and a client notified, but over two months in my opinion is unreasonable and I will be researching this for possibly more action.

My payroll check has been on hold since Monday 10/5/2015. I have incurred $150.00 in overdraft fees as a result of this.I have been a member of Hope Credit Union for about 3 years. Immediately after being hired I signed up for direct deposit. However, protocol for this companies payroll process is to perform a t[redacted] deposit before depositing an actual pay check, which means my first pay check was a paper check. I received this check on Saturday 10/3/2015. I deposited this check via the night deposit at the W[redacted] Memphis branch the morning of 10/5/2015 due to the fact that I was scheduled to be at work at 8:00 AM and the branch does not open until 9:30 AM, so I felt this would be a convenient way to make the deposit. However, On the afternoon of 10/5/2015 I noticed that the check had been placed on hold without my knowledge. I immediately reached out to the branch and I was told that the manager would be giving me a call back to possibly resolve this matter. The manager called me back later that afternoon and seem to have understood my concerns and assured me that this would be taken care of and any overdraft fees incurred as a result of this would be credited back. However, after getting one follow up from the manager only to tell me that my payroll check had not yet cleared here is the email I was forced to send due to the fact that Teresa W[redacted], Branch Manager stop taking my calls: Good morning Ms. W[redacted], I think the words you used were, "you are out here shopping around" this was very different type of feedback that I received from you the day before, which had made me think twice about switching institutions; however, once I spoke with you on 10/7/2015 my mind was made up, and it was clear that I needed to explore other options in terms of financial institutions. On 10/6/2015 you assured me that everything would be taken care of and that you would follow up with me on the status of my payroll check that was put on hold. You also stated that anything that came through causing me additional fees as a result of this would be credited back. However, I had to call you on 10/7/2015 at approximately 1230 pm because I hadn't heard any status on my account since the previous day. I was told that check verifications were not performed until after lunch and you would let me know something then. I then mentioned that I had several NSF fees as a result of this and I was wondering when would this be taken off my account as we discussed. This is when you began to be argumentative and stating that you did not say this. You also mentioned that you had looked at my account from top to bottom, and made the very offensive statement that I mentioned at the beginning of this text. I can only assume that this is why the customer service changed. If I can recall correctly when I first became a member at Hope I was told that the members privilege was there for me when ever I needed it. I was not aware that customer service would be based off of if I used it, or even how frequent I used it. If in fact, you did research my account from top to bottom you notice that there are several deposit made totally approximately $5000 or more a month. However, this should not have anything to do with my payroll check being put on hold. I was paid on Friday 10/2/2015 and I am still not able to utilize these funds to pay bills. This is not the way I will do business. I should be able to trust the people that are holding my money.Desired SettlementI would like the branch manager to refund all overdraft fees as a result of my check being put on hold without my knowledge, as promised on 10/6/2015.Business Response November 13, 2015Revdex.com of the Mid-South3693 Tyndale DriveMemphis, TNAttention: Mr. Jesse MorrisonRE: Complaint Case [redacted] - [redacted]Dear Mr. Morrison,Please find our response to the case involving the complaint from [redacted] below:The results from our research regarding the complaint filed with the Revdex.com Mid-South from Ms. [redacted] are complete. According to our records, the timeline for Ms. [redacted]'s attempt to withdraw funds occurred during October 2nd through October 8th this year. She has the benefit of our $300.00 Overdraft Protection plan and on the evening of October 5th she deposited $1257.11. We do require a minimum of two days hold on all checks and because of the unknown origin of the deposited check there was an extended hold of another day. However, on October 2nd her account was at a -315.88 overdraft status and due to the multiple transactions on the account her problems began to escalate. Her account was placed on hold and she was notified by mail the day after her night deposit. On October 6, there were at least three automatic withdrawals in addition to Ms. [redacted]'s continued use of her debit card. By October 8, the activities on her account caused $151.50 additional non-sufficient fund fees. October 9, the account hold was released. Because of the circumstances with the account, we have decided to waive $76.50, which includes a $1.50 foreign ATM fee as a service charge from another institution to Ms. [redacted] due to the timing when she made another ATM transaction.We want to thank Ms. [redacted] for bringing this matter to our attention. As always, we are committed to a policy to maintain the very best in services and benefits to all of our members as well as to demonstrate an appreciation of our clients daily. Regards, Corky W[redacted]Supervisory Committee ChairpersonHope Federal Credit Union