Horizon Credit Union Administrative Office

Review: iam going through hard times,lost my job,my house,going through divorce,battleing sever depression & anxity,dealing with sick & aging mother.I have been job searching everyday,M-Sa & have had no luck.only landed side jobs & was able to mantain car payments & inserance unilt just recently. when I found out I could ask for 401k money.I called & asked [redacted] if he would help set up an ira acct he said that's stupid.when I talked to branch manager [redacted] to see if he could help me or willing to work with me,he would turn me down and say that he could not do that,instead he started harassing me,being rude,always yelling at me,putting me down,& tell me that I was a looser. he started to make up lies and he would yell at me that I had not had inserance in the car for a year and thats not true,it had only been 3 months,I know because on tuesday I gave 480.00 payment to get the inserance re-instated in the car.I was only 2 car payments behind. my car payment is 374.00 on wednessday I worked hard all day,and was able to make enough money to make the 2 full payments I had 750.00 but I got out at 6:30pm and the bank was closed I said ok 1st thing thurdsay morning i'll pay the bank and problem solved. iam at home ready to eat dinner when this guys josh knoks at the door telling me that he is here to repo my car and theres is nothing to do to stop him.I told him I had the money and he said the only thing I can do for you is leave it here in moses lake and not take it to spokane with me.I said ok thinking i'll pay the bank in the morning an i'll take my car. yeah right I went with my brother and [redacted] didn't even want to talk to me.he called and asked mary [redacted] to handle me,an he was on the phone telling her what to say.he didn't want me to give the 2 payments he said I want all the money dummy. you owe 5,900.81 an you have to pay the towing fees 400.00-600.00 then he said its all your fault. dumb [redacted] for not taking care this.he made me cry & he belittled me, he's aggressive an mean an he abuses powerDesired Settlement: I want to get some kind of refund I want something for all the pain and missery this guy [redacted] has casused me, I have wittness to everything I have said,I wanted for someone to work with me,so my car didn't get taken away.I want him to pay the towing fees and for the doctor bill & the meds I have had to get for anxiety & depression he casued me.he did not know me on a personal level to be calling me names and acting like a jerk.I don't think the bank requres you that mean just to work their

Business

Response:

Good morning, [redacted]. I am writing to you in response to case #[redacted], [redacted]. We financed an auto loan for her on January 25, 2008. Our loan disclosures require that the loan be kept current, and that full coverage insurance naming Horizon Credit Union be maintained for the life of the loan. Failure to comply with either or both of these constitutes default. It is our practice to repossess our collateral if either of these methods of default occur. In Ms. [redacted]’s case, she defaulted on both accounts. At the time of repossession she was in excess of 60 days delinquent and she did not have insurance coverage on the automobile. In addition, she had only made2 on-time payments in the last 12 months. We were extremely patient with her, as we purchased collateral protection insurance on her car in 2009, 2010, and 2013, as she failed to provide her own, as the contract requires. As for her allegations of misconduct by our employee, [redacted], these simply are not true. [redacted]’s workstation is just outside of my office and I can hear virtually every word he says and I have never heard him disrespect any of our members. I have, however, heard him go to extremes to help our members in working through tough financial times. As for Ms. [redacted], on more than one occasion she yelled at [redacted] so loudly on the phone that I could hear her while sitting in my office.

I consider her complaint frivolous and without merit.

Thank you,

Collection Manager

In 2013, in an attempt to install a new home on our property to replace the 35 yr old singlewide weve lived in for 26 years, we went through 3 months of paperwork, phone calls, etc, only to be told we had 1 credit issue and 2 title issues to deal with before we went further. In June 2013 we became mortgage FREE and paid down all our bills, building our credit up and into the 700's. In March 2014, we went back to [redacted] to do this all over again. We were preapproved for the construction loan and the end loan, but the title still had to be cleared. Another appraisal in Apr 2014. We are told by [redacted] all is well and everythings great. Title was finally cleared May 30th. Email sent to us from [redacted] June 18th "We are close". June 20th- had to update all bids again since its been so long. Was to go to underwriting June 23rd, didnt until 26th, says [redacted]. June 30th- no call backs. July 1st-all approved but now need all bids with current date. July 2nd- I call and have all bids re-sent back to bank. July 8th- told its in underwriting and should have it back by July 10th. July 10th- we call 4 times, no call back. July 11th- We get a call from someone other than [redacted] and are told we have been completely denied due to end loan mortgage insurance. We have been given nothing but lame excuses and total run around by [redacted] and underwriter [redacted]. I believe this is the most disfunctional bank I have ever dealt with and cant believe these people can sleep at night. Are they on salary? If they are, they arent earning it.

Review: Requested account closure due to hardship in receiving service from my credit union. Nobody contacted me to find out how I wanted the funds in the account returned to me. They closed the account without contacting me, then sent the funds out to the wrong address. I have made several requests to have my money sent to me, to no avail. The bank representatives that I spoke with have told me that I need to print out their from, fill it out, and have it notarized, then faxed back before they can send me my money. It's MY MONEY and I should have had it nearly two months ago upon account closure.Desired Settlement: My original request: open the account so that the transfer that I set up will have time to go through.

That request was denied, so I would like them to fulfill that request. Open the account back up so that my transfer will go through as originally planned, then they can close the account again.

Business

Response:

Please fill out the enclosed indemnity agreement as requested and return the original document to Horizon Credit Union

C/O [redacted]

Once I have received the indemnity form I will return the funds and open the account for transfer. This can only be completed with the form being signed, notarized and returned to Horizon Credit Union.

regards,

Regional Manager

Horizon Credit Union