INOVA Federal Credit Union

Initial Business Response / [redacted] (1000, 7, 2016/01/11) */ Contact Name and Title: Elizabeth [redacted] AVP Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @inovafcu.org This is in response to the complaint filed by Mr [redacted] ***We have carefully reviewed all of the documents and e-mails concerning the origination of the loan and all communications between the parties relative to his position that the Credit Union authorized him to take his vehicle overseasThe legal documentation is quite clear that the vehicle cannot be taken overseas without the prior written consent of the Credit UnionThat is also the Credit Union's policyWe have spoken at length with the origination officer and have verified under no circumstances did she ever authorize Mr [redacted] to take his vehicle overseas We are attaching the relevant loan agreement demonstrating that he is not so authorizedIn paragraph of the Security Agreement executed in connection with the loan, the agreement specifically provides that until the loan has been paid off, Mr***agreed that he must obtain a written permission before changing the address where the vehicle was to be keptThat permission has not been granted or promised Specifically, paragraph of the loan agreement provides that the loan agreement represents the final agreement between the parties and may not be contradicted by evidence of any alleged prior, contemporaneous or subsequent alleged oral agreement of the partiesIn fact, when Mr [redacted] signed the documents, he was agreeing that there were no unwritten oral agreements between the parties relative to any matterAll of that is clearly set forth in the documentation We understand that Mr***would like to take the vehicle abroad, but that is not the Credit Union's policy and never has beenHowever, after consideration we are willing to make an exception for Mr***due to his active military statusMr***will comply with the following stipulations in order to receive written consent to take his vehicle abroad; vehicle loan must be in good standing to be determined by Upper Management, also member must provide service orders with a return date listedWe will be in contact with Mr [redacted] upon reviewing all information OFFER: We understand that Mr***would like to take the vehicle abroad, but that is not the Credit Union's policy and never has beenHowever, after consideration we are willing to make an exception for Mr***due to his active military statusMr***will comply with the following stipulations in order to receive written consent to take his vehicle abroad; vehicle loan must be in good standing to be determined by Upper Management, also member must provide service orders with a return date listedWe will be in contact with Mr [redacted] upon reviewing all information

Initial Business Response / [redacted] (1000, 5, 2016/12/29) */ Per the request of the member I have been in contact to work through the service issues and do my best to find a solution for the deferred payment optionWe are currently corresponding by email which is the best method for the member

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Contact Name and Title: Lisa [redacted] Sales/Servic Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @inovafcu.org [redacted] , previous member with INOVA, came into the Corporate Branch Office on 07/07/to re-open her accountShe stated that Tennessee was her permanent residence and that she was going to be in Indiana quite a bit, and would eventually be here permanentlyHer Tennessee address was used as primary and mailing address for hereThis account was opened On 8/6/she brought her husband [redacted] in with her to add him to the accountHe provided a Tennessee drivers' license and we asked him if he still permanently lived in Tennessee and he responded noHe said that he is officially moved to Indiana and had registered his new address with the post officeWe explained would be happy to put all of his information in to try to get a pre-approval so that once he received his Indiana Drives License we could open the account [redacted] then asked us if we open accounts for people that are from MexicoWe replied and let her know that we in fact would open an account for someone from a foreign county provided they give us the correct documentation such as a foreign government ID but we would still need proof of a current address She then said that it seems a lot easier to be an immigrant to open an account [redacted] mentioned to her not to worry about it and it would be fineI assured her that whether someone was a US citizen or Foreign that we had specific guideline for each and that they fall under different guidelines and require different types of documentation before openings an account and that one way was not necessarily "easier" than the otherINOVA does require a photo id and verification of address to any one requesting membershipWe can certainly open the account for [redacted] once he has his newly issued Indiana Driver's License OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never said that I still lived in TennesseeI moved here July 1st and left my apartment and lease in TN at the end of JuneWhen I went into Inova to open an acct, I had a TN Drivers License with me and several pieces of mail with my name and new/current address on itI dispute that Inova used my TN address because I received mail (checking statement) from Inova at my current Elkhart address at the end of July and received my acct checks also at my Elkhart address shortly after opening the accountI needed my husband on the acct too but was told to bring my husband in and we could get his name on the acctI did so and they wouldn't add him, even after we've had an acct there for nearly years...same names, same soc#'s, same dob's, same peopleIt just doesn't make senseYes, we'll get IN id's eventually but why can someone present an ID from Mexico and open an account but I can't bring mine from TN? What kind of sense does that make? I just didn't understand what the problem was and when I asked about using an ID from another country and was told they would, indeed, issue an account to them if they had documentation of mailing address along with the foreign ID, but NOT me???!! We brought several pieces of identification with us, birth certificates, marriage license, as well as, utility bills with our current address on it, paperwork from the purchase of the house with our current address on it, and the July Inova bank statement that I rec'd at our Elkhart addressWe had all kinds of documentationIt just seems like it shouldn't be so hard to put our money somewhereI had over $in cash with me from the sale of a car on the day I came in to set up an account and we have an acct at a CU in TN with over $in it that we want to get here and I'm carrying around well over $in checks that I can't cash because ***'s name is on themI needed a bank/credit union quickly and was completely caught off guard with all the hassle I ran into just trying to open an acct (it took about an hour and seemed like we had hurdles to jump) and then even worse to just add my husbandIt just shouldn't be this wayI was told it takes longer now to open an acct as the CU is trying to keep fraud at bayI appreciate that but none of what happened to me seems to fit that in my opinionI/We are the same people who banked there for so long and why can't we have TN ID and an account at your institution? I mean, I have $sitting in my credit union in TN just trying to find a home for it hereAnd my husband and I both need a place for our paychecks to be direct depositedThat's allWe're not looking to fraud your institutionIt's just so frustratingWe wanted to go back to what was familiar but it's just not worth all the hassleI'm sure another credit union out there will accept our businessI definitely don't appreciate or like that you are so misinformed (never said I still live in TN) and I don't appreciate that you'll open accts for people with foreign ID's but not TNWhat part of that makes any sense to you at allI guess we'll have to just agree to disagreeAnd as the old commercial goes...my bank isn't my bank anymore Final Consumer Response / [redacted] (4200, 11, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They obviously treat non US people better than USFor that and a few other reasons, I no longer want to do business with themWe both already opened an account at TCU with our TN ID with no problem whatsoever and don't wish to do business with them and I will be closing my account as soon as I am able to have my direct deposit paychecks switched to TCUNo response is neededWe're done trying to make sense of this Final Business Response / [redacted] (4000, 9, 2015/09/03) */ Contact Name and Title: Shelly [redacted] Branch Manager Under applicable Federal law (Patriot Act, etc.) Customer Identification Program (Secof applicable law), INOVA must verify with regulatory approved identification a person's ID and current addressIn order to be "current" all relevant member information, credit bureaus and "current identification" must matchAdditionally, Federal law allows the Credit Union to maintain more strenuous requirements Under INOVA's current policy and the CIP rules, a person's drivers' license must be the "current identification" and must match the "current state" in which the member resides, which is consistent with the CIP government requirementsWhen credit reports were pulled for [redacted] , they showed that he has a "current" personal residence in the State of Indiana, but the identification presented by him was for TennesseeWhich meant that it wasn't "current"Therefore, we were unable to proceed with opening an accountAs for [redacted] , at the time that she applied for membership, the credit reports for her showed that she had a current Tennessee addressShe also presented a Tennessee license with that address and our verification reports supported that address so there was no conflict between her license and her current address As for inquiries regarding out of country identification, Federal law provides that we are to use a very specific list of foreign IDs as identification, and as long as the individual has those, we may open the accountWe are not required to use a driver's license for ncitizens if a person does not have a driver's license OFFER: Once Mr [redacted] provides us with a "current" Indiana driver's license, we would welcome the opportunity to open an account

Initial Business Response /* (1000, 5, 2017/10/04) */
Shelly ***, AVP of Branch Sales and Service, contacted Mr*** to apologize and acknowledge that the issues with his payments were due to Credit Union errorShe explained that the necessary steps to fix the errors were completed
There will be no negative reporting to the credit bureau, any and all late fees were refunded, and the payments that were made were reapplied to show that Mr*** is current on his loanMr*** accepted the apology and thanked her for the callIf there are any further questions or issues please feel free to contact INOVA FCU

Initial Business Response /* (1000, 6, 2016/09/29) */
I understand your frustrations with having fraud on your account and I can assure you that we are taking tremendous care to ensure that our members' financial information is secured. I can also assure you that INOVA has not had any breach of...

our security in regards to the fraud on your account. Unfortunately, the same standard of care is not followed by many merchants in this country and the compromises that you have experienced are a direct result of the lack of federal oversight at the merchant level. For several years, we have been trying to get legislators to pass a law that would hold merchants to the same data standards that financial institutions must uphold, unfortunately that has not yet occurred.
When a breach at the merchant level occurs, financial institutions, like INOVA, must decide whether to reissue cards or wait to see if the compromised card number actually results in fraud on the consumer's account. Although we recognize that reissuing cards is a serious inconvenience to our members, we feel that waiting for theft of a member's money from a compromised card is a greater concern. As a result, we choose to reissue cards with new numbers while other financial institutions sometimes wait until their customers' money is taken from their account before they take action.
I spoke to the manager in our Electronic Services Department and she stated that she issued you a card in July, but it was returned to INOVA. When you contacted us about the card in September, she resent you the card from July; at that time, we were not yet processing EMV cards. While on the phone with her, she made arrangements for you to get the EMV card, as we are now issuing them. It is in process and you should receive it shortly. This new card will help reduce the possibility of your card data being compromised the next time a retailer is breached as long as they have EMV technology at their checkout terminals.
Your membership is very important to us and I would like to ask for your continued business at INOVA. Please accept my apologies for the inconvenience you have endured due to fraud. I know the new cards will help in fighting this in the future.

Initial Business Response /* (1000, 5, 2015/08/13) */
Contact Name and Title: Lisa [redacted] Sales/Servic
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@inovafcu.org
[redacted], previous member with INOVA, came into the Corporate Branch Office on 07/07/2015 to re-open her account. She...

stated that Tennessee was her permanent residence and that she was going to be in Indiana quite a bit, and would eventually be here permanently. Her Tennessee address was used as primary and mailing address for here. This account was opened.
On 8/6/15 she brought her husband [redacted] in with her to add him to the account. He provided a Tennessee drivers' license and we asked him if he still permanently lived in Tennessee and he responded no. He said that he is officially moved to Indiana and had registered his new address with the post office. We explained would be happy to put all of his information in to try to get a pre-approval so that once he received his Indiana Drives License we could open the account.
[redacted] then asked us if we open accounts for people that are from Mexico. We replied and let her know that we in fact would open an account for someone from a foreign county provided they give us the correct documentation such as a foreign government ID but we would still need proof of a current address . She then said that it seems a lot easier to be an immigrant to open an account. [redacted] mentioned to her not to worry about it and it would be fine. I assured her that whether someone was a US citizen or Foreign that we had specific guideline for each and that they fall under different guidelines and require different types of documentation before openings an account and that one way was not necessarily "easier" than the other. INOVA does require a photo id and verification of address to any one requesting membership. We can certainly open the account for [redacted] once he has his newly issued Indiana Driver's License.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never said that I still lived in Tennessee. I moved here July 1st and left my apartment and lease in TN at the end of June. When I went into Inova to open an acct, I had a TN Drivers License with me and several pieces of mail with my name and new/current address on it. I dispute that Inova used my TN address because I received mail (checking statement) from Inova at my current Elkhart address at the end of July and received my acct checks also at my Elkhart address shortly after opening the account. I needed my husband on the acct too but was told to bring my husband in and we could get his name on the acct. I did so and they wouldn't add him, even after we've had an acct there for nearly 30 years...same names, same soc#'s, same dob's, same people. It just doesn't make sense. Yes, we'll get IN id's eventually but why can someone present an ID from Mexico and open an account but I can't bring mine from TN? What kind of sense does that make? I just didn't understand what the problem was and when I asked about using an ID from another country and was told they would, indeed, issue an account to them if they had documentation of mailing address along with the foreign ID, but NOT me???!! We brought several pieces of identification with us, birth certificates, marriage license, as well as, utility bills with our current address on it, paperwork from the purchase of the house with our current address on it, and the July Inova bank statement that I rec'd at our Elkhart address. We had all kinds of documentation. It just seems like it shouldn't be so hard to put our money somewhere. I had over $5000 in cash with me from the sale of a car on the day I came in to set up an account and we have an acct at a CU in TN with over $4000 in it that we want to get here and I'm carrying around well over $1000 in checks that I can't cash because [redacted]'s name is on them. I needed a bank/credit union quickly and was completely caught off guard with all the hassle I ran into just trying to open an acct (it took about an hour and seemed like we had hurdles to jump) and then even worse to just add my husband. It just shouldn't be this way. I was told it takes longer now to open an acct as the CU is trying to keep fraud at bay. I appreciate that but none of what happened to me seems to fit that in my opinion. I/We are the same people who banked there for so long and why can't we have TN ID and an account at your institution? I mean, I have $4000 sitting in my credit union in TN just trying to find a home for it here. And my husband and I both need a place for our paychecks to be direct deposited. That's all. We're not looking to fraud your institution. It's just so frustrating. We wanted to go back to what was familiar but it's just not worth all the hassle. I'm sure another credit union out there will accept our business. I definitely don't appreciate or like that you are so misinformed (never said I still live in TN) and I don't appreciate that you'll open accts for people with foreign ID's but not TN. What part of that makes any sense to you at all. I guess we'll have to just agree to disagree. And as the old commercial goes...my bank isn't my bank anymore.
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They obviously treat non US people better than US. For that and a few other reasons, I no longer want to do business with them. We both already opened an account at TCU with our TN ID with no problem whatsoever and don't wish to do business with them and I will be closing my account as soon as I am able to have my direct deposit paychecks switched to TCU. No response is needed. We're done trying to make sense of this.
Final Business Response /* (4000, 9, 2015/09/03) */
Contact Name and Title: Shelly [redacted] Branch Manager
Under applicable Federal law (Patriot Act, etc.) Customer Identification Program (Sec. 103.121 of applicable law), INOVA must verify with regulatory approved identification a person's ID and current address. In order to be "current" all relevant member information, credit bureaus and "current identification" must match. Additionally, Federal law allows the Credit Union to maintain more strenuous requirements.
Under INOVA's current policy and the CIP rules, a person's drivers' license must be the "current identification" and must match the "current state" in which the member resides, which is consistent with the CIP government requirements. When credit reports were pulled for [redacted], they showed that he has a "current" personal residence in the State of Indiana, but the identification presented by him was for Tennessee. Which meant that it wasn't "current". Therefore, we were unable to proceed with opening an account. As for [redacted], at the time that she applied for membership, the credit reports for her showed that she had a current Tennessee address. She also presented a Tennessee license with that address and our verification reports supported that address so there was no conflict between her license and her current address.
As for inquiries regarding out of country identification, Federal law provides that we are to use a very specific list of foreign IDs as identification, and as long as the individual has those, we may open the account. We are not required to use a driver's license for non-US citizens if a person does not have a driver's license.
OFFER:
Once Mr. [redacted] provides us with a "current" Indiana driver's license, we would welcome the opportunity to open an account.

Initial Business Response /* (1000, 5, 2016/12/29) */
Per the request of the member I have been in contact to work through the service issues and do my best to find a solution for the deferred payment option. We are currently corresponding by email which is the best method for the member.

Initial Business Response /* (1000, 7, 2016/01/11) */
Contact Name and Title: Elizabeth [redacted] AVP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@inovafcu.org
This is in response to the complaint filed by Mr. [redacted]. We have carefully reviewed all of the documents and e-mails...

concerning the origination of the loan and all communications between the parties relative to his position that the Credit Union authorized him to take his vehicle overseas. The legal documentation is quite clear that the vehicle cannot be taken overseas without the prior written consent of the Credit Union. That is also the Credit Union's policy. We have spoken at length with the origination officer and have verified under no circumstances did she ever authorize Mr. [redacted] to take his vehicle overseas.
We are attaching the relevant loan agreement demonstrating that he is not so authorized. In paragraph 5 of the Security Agreement executed in connection with the loan, the agreement specifically provides that until the loan has been paid off, Mr. [redacted]agreed that he must obtain a written permission before changing the address where the vehicle was to be kept. That permission has not been granted or promised.
Specifically, paragraph 13 of the loan agreement provides that the loan agreement represents the final agreement between the parties and may not be contradicted by evidence of any alleged prior, contemporaneous or subsequent alleged oral agreement of the parties. In fact, when Mr. [redacted] signed the documents, he was agreeing that there were no unwritten oral agreements between the parties relative to any matter. All of that is clearly set forth in the documentation.
We understand that Mr. [redacted]would like to take the vehicle abroad, but that is not the Credit Union's policy and never has been. However, after consideration we are willing to make an exception for Mr. [redacted]due to his active military status. Mr. [redacted]will comply with the following stipulations in order to receive written consent to take his vehicle abroad; vehicle loan must be in good standing to be determined by Upper Management, also member must provide service orders with a return date listed. We will be in contact with Mr. [redacted] upon reviewing all information.
OFFER:
We understand that Mr. [redacted]would like to take the vehicle abroad, but that is not the Credit Union's policy and never has been. However, after consideration we are willing to make an exception for Mr. [redacted]due to his active military status. Mr. [redacted]will comply with the following stipulations in order to receive written consent to take his vehicle abroad; vehicle loan must be in good standing to be determined by Upper Management, also member must provide service orders with a return date listed. We will be in contact with Mr. [redacted] upon reviewing all information.