Integrated Business Services

[redacted] Dear [redacted] , Our records show that you applied for a membership on [redacted] ***Upon review of your application and the information you provided, we arrived at the decision to decline your application for membership I performed a thorough review of the notes we have on file including the notes our call agents provided when you called our Call Center on [redacted] ***The outcome of my review is as follows: [redacted] The Social Security you provided did not match the SSN we have for anyone who is similarly named [redacted] You provided an ineligible charter for membershipWe do not serve the Southern California areaWe serve most counties in Northern California only [redacted] Our anti-fraud team also performed a thorough review of your application and they recommended to decline your application because your identity could not be verified

May 4, Dear [redacted] We contacted InvestDaily to learn more about your complaint We learned that you tried to close your Zero Balance account and was unsuccessful to get them to close itAnd you were charged $ [redacted] each month for months until it was finally closedYou were eventually refunded these payments in March We sincerely apologize for the distress this has caused youWe have scheduled a meeting with them to discuss the inexcusable length of time to respond to you and work on a plan to provide satisfactory and timely service for our members Thank you for taking the time to share your member experience with us and for the opportunity to address this matter with you Sincerely, [redacted] Voice of the Member Patelco Credit Union

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ April 27, Dear Ms***, Please accept our sincerest apologies for the confusion we caused you regarding the closure of your savings account When you applied for membership on March 13th, you requested to open a savings, checking and overdraft protection loanYou arranged for an ACH transfer of funds from your account at Bank of the West to deposit $on the 24th of each month to your Patelco SavingsUnfortunately, when we learned that you decided not to move forward with these accounts, we failed to turn off the ACH transfer from Bank of the WestBy the time Bank of the West transferred the funds over, you had also cancelled it yourself and you also paid a visit at the Campbell branch to take the funds out of the Patelco SavingsYour cancellation of the ACH took place but since ACH is electronic, it would have been reversed and sent back to your account at Bank of the West on the next business dayIn the meantime, Mr [redacted] of our Campbell branch had prepared a cashier's check for $to hand to you at the time of your visitYou were given the funds back on March 24thIt appeared that we had internal miscommunication that caused you such distressOur apologies again to you and this is to assure you that your account is indeed completely closed You also spoke to Ms [redacted] of our Collections Department on April 15th and she also assured you that all is well and that your account is closed Thank you for sharing your comments with us Sincerely, [redacted] A [redacted] Voice of the Member Patelco Credit Union Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: I insist on speaking with Erin Mendez No one else will actually get results.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ July 24, Ms [redacted] PO Box XXXXXX [redacted] CA XXXXX Dear Ms [redacted] , I did a search to locate account records in your nameUnfortunately, my search revealed nothing We don't have a membership in your nanne and the provided PO Box address in San Francisco Kindly write to me and provide your member numberI will certainly research as soon as I receive your information My email address is [redacted] @patelco.org and my direct line is XXX-XXX-XXXX I look forward to hearing from you Sincerely, [redacted] A [redacted] Voice of the Member Patelco Credit Union Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you anyway I'm not satisfied with that decision but I ended up working it out with patelco I'm still highly disappointed but I do thank you for your response

Tell us why here [redacted] 14, [redacted] Dear [redacted] , Please accept our sincerest apologies for the inconvenience the blocked Debit card has caused youIn our review of your account, we learned that the electronic debits you set up to pay [redacted] ***, [redacted] and [redacted] were set to debit your checking account several days before the posting of your payroll direct depositThis caused the overdrafts and subsequently a restriction was placed on your debit cardThe last overdraft per our review was on [redacted] ***The restriction has since been lifted and as I understand it, our [redacted] Branch Manager has contacted you and discussed overdraft options with youif you haven't done so, please sign up for account alerts (the service is free) via online banking so that you are notified of withdrawal transactions at any given time through text alertsThank you for the opportunity to address this matter with youWe wish you the best this year has to offer Sincerely, Marie AGloria Voice of the Member Patelco Credit Union

[redacted] Dear [redacted] , Thank you again for your feedback Regretfully, we cannot comply with your request for membership because of the following: [redacted] Your referral source for membership is not in good standingWe cannot provide you with detailed information to protect the privacy of the parties you named as your referral sources [redacted] Based on recorded calls and your statement on your complaint that you "were a previous member of Patelco", we respectfully disagreeOur records show that NO other accounts under the Social Security Number you provided on your application exists We strongly recommend that you look into other financial institutions and credit unions in the Southern California area for membership Sincerely, [redacted] Voice of the Member

May 31, [redacted] Dear Mr. Totah, On May 30th which is also the same date of your complaint to the RevDex.com, our Director of Account Solutions spoke with you on the phone to explain the process of the DMV releasing the title to consumers and why this takes time. You paid your auto loan... by check on May 10th. You apparently were advised incorrectly by one of our Call Center Agents about the title release date and for that, please accept our sincere apologies. Please know that the Credit Union follows a waiting period for the check payment to clear. The Credit Union follows up with a letter to you advising you that the auto loan is paid off and that letter notifies you that it does take 20 days for the consumer to get their title. The Credit Union released the title electronically to the DMV for their part of the process on May 24th. At this point, it depends on the DMV as to the exact date of releasing your title. You may get the title 10 days from the 24th of May or you may get it sooner. We do hope sincerely that you will get your title sooner from the DMV. Thank you for the opportunity to address this matter with you. With warm regards, Marie A. Gloria Voice of the Member Patelco Credit Union

September 27, ***
*** *** *** *** *** *** *** ** ***
Dear*** ***
Thank you for sharing your experience with us
I did a review of your account history and read all the
notes taken by call center teams from your calls about the rejected electronic debit of $***
What you did not report to Patelco call center teams was the date of the transaction in questionThis led them to send a help ticket for our support group to research today---the help request is dated 9/although your first call to Patelco was on the 21st
The transaction was rejected for a legitimate reasonAll electronic transactions must bear a full account number---digits---and our research shows that you provided *** with an incomplete account numberYour account had sufficient funds but the rejection was caused by the incomplete account number that *** had on file for your records
To correct this, please provide *** with the full account number sequence that appears on the bottom of your check---this is what bankers refer to as the micr lineIt consists of a prefix that starts with then your digit account number and the suffix is for your checking account

May 5,
Dear *** ***
Regretfully, we cannot comply with your request to speak with MsMendez, our President & Chief Executive Officer any time soon
She is traveling extensively on business during the month of May
We believe we have satisfactorily addressed your issue with InvestDaily
Thank you for the opportunity to address this matter once again with you
Sincerely,
Marie AGloria
Voice of the Member
Patelco Credit Union

September 26, ***
Dear *** *** ***,
We issued a credit to your account at *** *** *** *** on September 15th for $*** with an effective date of August 30, ***
Please accept our sincerest apologies for the inconvenience and frustration we caused youI was advised that the
Patelco ATM on Second Street in San Francisco had indeed malfunctionedI apologize also for the misinformation you were given by our branch team
Thank you for the opportunity to address this matter with you
Sincerely,
Marie AGloria
Voice of the Member
Patelco Credit Union

Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because: This matter has not been Satisfyingly addressed at all!! Must I point out the obvious that Patelco has not said what it is they actually did But some how it's been "satisfyingly addressed"! This is their problem and they are holding my money hostage!! This matter will not be resolved until I speak with Erin Mendez This is her job She has a telephone! As a not for profit Credit Union this lack of response is outrageous She at the very least should be notified about my request to speak with her If notified of a problem let her make that decision to ignore a customer!Sincerely,*** ***

*** *** ***
*** *** ** ***
** * *** ***
*** ** ***
Dear *** ***,
Our records show that you tried to activate your new *** cards on *** *** but for some reason, you encountered some technical issues and you were only able to activate your health *** account
debit card out of a total of cards
You have days to activate the rest of the cards you recently received using the card activation system at ###-###-####
Some helpful tips in preparation to activate these cards:
* If you plan to activate your wife's card yourself, you'll need her full Social Security Number and her date of birthDo not use the pound sign (#) when you're entering these numbers
* You can activate one card for each callIf you have cards to activate, you'll need to call in timesAs a recommendation, you may ask your wife to activate the cards in her name to minimize your time on the phone
* Your wife's HSA debit card ending in *** is not activatedLikewise, her new *** credit card ending in ***
* You'll need to activate your ** credit card ending in ***
* You'll soon be receiving your new ** debit cards; these are the cards linked to your *** and *** ***
Once you activate your new cards, our system will deactivate the old cards within hours
For card activation, please call the specific number at ###-###-####
Unfortunately, wait times at the Call Center's number are longer than usual as a result of our conversion to ***Please accept our sincerest apologies for the inconvenience and frustration we caused you
Thank you for sharing your member experience with us
Sincerely,
*** ** ***
Voice of the Member
Patelco Credit Union
*

Initial Business Response /* (1000, 5, 2015/09/10) */
September 10,
Dear Mr***,
Thank you for the opportunity to discuss this matter with youFirst, we have records of your communication with the Loan Officer you worked with and so it is puzzling why you think he is unresponsive
Secondly, we work with licensed appraisers in California and rely on their findingsWe have credited the card you used to pay for the appraisal today for $and not the $as mentioned in your complaint
To our knowledge, you are not a Patelco member and based on the information we obtained, you live, work and worship in the areas we do not serve and therefore, you are not eligible for Patelco membershipAlso, the following are the reasons why your loan was declined:
* Custom built log homethe appraiser had difficulty finding comps and the comps used are 15-miles away and differ in style and construction
* The distance between the subject and the comparable properties far exceeds that would be considered acceptable
* Subject square footage of is well above the median square footage for the area which range from XXXX-XXXX
* It is on a private road maintenance that is on an "as needed" basis by residents of the road
Thank you once again for sharing your comments with us through the Revdex.com
Sincerely,
*** A***
Voice of the Member
Patelco Credit Union
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Patelco's response in that they have returned my appraisal feeHowever, I do believe that it would be in everyone's best interest for Patelco to discontinue their practice of accepting mortgage applications, pre-qualifing and ordering appraisals for those they deem not in their service area, after all they new my address from day one and it did not hinder their decision to move forward in the process
Additionally, they stated "we work with licensed appraisers in California and rely on their findings", which obviously isn't the case since almost all of their reasons for denying this loan were appraisal based

Tell us why here
Please see attached response

Initial Business Response /* (1000, 5, 2015/09/15) */
September 15,
*** ***
*** *** Circle
*** CA XXXXX
Dear ***,
Your account was charged the NSF fees on the dates you indicated in your complaint because it was overdrawnYou didn't have funds in the account
when the automatic debits from PayPal came throughYour account would be charged the NSF fees whether the debit items were returned or not as long as your account balance remains overdrawnWe reversed the NSF fee that posted on September 2nd on September 4thThe fee assessment was explained to you by one of our call agents on September 4thAnother fee was reversed as a courtesy on March 5th when your account had insufficient funds for days at the beginning of MarchIn ***, your account had insufficient funds from *** 18th through *** 27th and your two deposits were not enough to cure the shortageWhile your account had insufficient funds on these dates, the automatic debits from PayPal continued to come inRegretfully, the NSF fees will not be refunded to you
I would recommend the following to avoid future fee assessments:
* Consider Overdraft Protection
* Consider signing up for the free online alerts to notify you of your account balance when debits
of a certain amount post
* Overdrafts are explained fully via the Member Handbook and you can view this online at patelco.org or visit your branch for a copy
Sincerely,
*** A***
Voice of the Member
Patelco Credit Union

November 10, ***
***Confidential***
Dear *** ***
You agreed to the credit card terms when you signed up for the credit cardIt was a business decision on the Credit Union's part to determine your ability to pay when the credit inquiry was made. You may want to review the Open End Consumer Credit Agreements and Truth in Lending Disclosures that you can find at the Patelco.org website or at any Patelco branch near youWe understand your situation and we can help you when you're ready to speak with our Consumer Account Solutions team at 800-358-ext
Sincerely,
Marie AGloria
Voice of the Member
Patelco Credit Union

Complaint: ***I am rejecting this response because: I have not signed any document when I got the credit card that stated Patelco can go on and check my credit history at any time after the initial credit check was made that extended me the credit card to begin withI need to see the application that Patelco has on file because I know they don'tIn addition, I am not going to waste my time going on the website to read some policy that is generic and does not apply to meEvery banking institution I have credit card with has not crossed the line and pried into my personal history like PatelcoI don't see any reason to do that because it does not resolve the problem, and didn't give them any answer, but make the matter worseI don't see why I need to call Patelco at this point when I have already called several times and said what is needed to be saidWhat Patelco needs to do is to remove the inquirySincerely,*** ***