Hospitality Federal Credit Union

Hospitality Federal Credit Union has been bought by[redacted] Credit Union. In the transition this week, there is no access to our funds/accts.The transition of the company to[redacted] has resulted in leaving Hospitality Federal credit union members with NO access to their accounts either online, via phone or debit card. In addition Hospitality Federal has closed its doors until this Friday so no access exists to the bank. In essence, customers are left without access to their money in any way. There was NO NOTICE OF THIS LACK OF ACCESS. No letter was sent and nothing about this was on their website which is no longer active. [redacted]'s website has this information located at the bottom of a side page for Hospitality Federal members and buried in a conversion document. I had to search to find any information about this. Again, we are left with NO access of any kind to our funds. My husband talked to the credit union yesterday on Monday about whether to order checks and NO information was given to us regarding this issue of the bank closing and the accounts inaccessible. Not only can we not see critical transaction occurring now at the first of the month, but we cannot get cash. If we did not have a credit card, what exactly were we to do? This counts to me as a Revdex.com issue that should be addressed. No bank or credit union should ever have the power to do this to its customers for any reason. We also run a business and have NO access to our business account. We feel this business has acted at best in a negligent manner that has put our financial situation at risk. Desired SettlementThey should not be allowed to operate a business in[redacted]. We will contact the news media regarding the negligence on the part of the credit union. No settlement is sought other than funds replaced from possible overdrafts where we cannot transfer funds from our business to our personal account. Business Response We apologize for the delayed response to this complaint; however, the letter was sent to Hosptiality Federal Credit Union and was then forwarded to [redacted] Credit Union. This letter was received on October 29, 2014. [redacted] Credit Union and Hospitality Credit Union sent a joint letter to all members of Hospitality Credit Union in June 2014 sharing information about the merger and upcoming systems conversion. Following this letter [redacted] Credit Union mailed conversion newsletters in August and September 2014. These newsletters contained explicit information regarding the closure of the branch on October 1st and 2nd in order to transition member data from Hospitality's Core Computer System to [redacted]. In addition to the newsletters information about the conversion and two day branch closure was posted on Hospitality's website for over 30 days; 3' X 2' posters were displayed in prominent places in the branch; and notices were posted on the doors for over 45 days. For sixty days prior to the conversion branch staff reminded members of the conversion dates and two day branch closure when the members called or visited the[redacted] location. Members were encouraged in writing and verbally to make arrangements for any cash needs they may have by visiting the branch on Monday, September 29 or Tuesday, September 30. Members could not access their accounts only on October 1. On October 2 members could use their debit and/or ATM cards to obtain cash at any ATM or store. They could also visit one of the 38[redacted] credit union branches that participate in the shared branch network to obtain cash. This information was shared in the newsletters and posted online. New checks were ordered, three weeks prior to the conversion, for all Hospitality members and mailed to the address that was onfile with Hospitality Credit Union. New debit cards were also ordered during this same timeframe and specific instructions on how to activate the cards was provided in the newsletters. Although, the branch was not open [redacted] Credit Union's call center was open to assist members with questions and/or concerns. This team helped guide members to local shared branches and/or surcharge free ATMs. Hospitality Credit Union did not offer electronic statements; therefore, they mailed paper statements to members each month. Members had access to their transaction history via their paper statements. Statements for September 2014 were processed and mailed by Hospitality's statement vendor by October 7th. If a member was unable to locate one of their paper statements our call center personnel have sent them a copy from the archive systems. A merger and system conversion is a complex and time consuming project. Due to the stress [redacted] Credit Union knows this can cause members we communicate via many different channels. It is always our desire to make this transition as painless as possible but we also recognize that every member has different needs and perceptions, which we highly respect.