Integrated Business Services

Complaint: ***I am rejecting this response because: the activation system has blocked my telephone numberThere was not user errorAlso, I am very disappointed you just shared information specific to my account with a third partyYour legal department privacy officer should be ashamed. Sincerely,*** ***

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 16, [redacted]
[redacted]
[redacted]
[redacted]
 
Dear [redacted],
I have authorized the reversal of the overdraft fee that was assessed on September 14th; however, your Free Checking account remains overdrawn as a result of the ACH debit from [redacted]'s...

Instant Transfer. Since you mentioned that you have a credit card account on file at [redacted] as the other option for them to charge your account for online purchases, you may want to review the account activity to see if your credit card was charged. If the transaction for $[redacted] posted, you paid twice for that transaction.
Your Patelco checking account indeed did not have funds but it appears that it was the first option for [redacted] to pass entries through. Our records show that the ACH debit for $ [redacted] from [redacted] posted on September 14th. Electronic transactions such as [redacted] Instant Transfers go through regardless whether the checking account it's supposed to transmit to has funds or not. Financial Institutions do not deny ACH debits to comply with NACHA guidelines. If a receiving account does not have funds to cover the electronic debit, an overdraft fee will automatically assess.
My apologies for the incorrect information you received from our Call Center agent. I would recommend  the following:
*that you make a deposit to the checking account to keep your account in good standing.
* OR, you submit the form for the unauthorized charge (Written Statement of Unauthorized Debit (ACH) that our agent sent to you by email on September 14th; you can drop off the paperwork at the branch. Patelco will send the dispute to [redacted] on your behalf----we can act as your ACH agent, credit your account upon receipt of this form and we will charge [redacted]'s depository bank.
I hope this helps.
Sincerely,
Marie A. Gloria
Voice of the Member
Patelco Credit Union
 
 
 
I would highly recommend that you submit the necessary document

November 9, [redacted]
Dear [redacted]
Thank you for taking the time to share your comments about the recent credit inquiry placed on your credit history. I'm sorry that you have to learn about the inquiry in the manner that you did. It was placed because you are behind in making your credit card...

payments. Please call 800-358-8228 ext. 7145 to make payment arrangements when you can.
Sincerely,
Marie A. Gloria
Voice of the Member
Patelco Credit Union

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

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 me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: No institution that I have credit cards with and is late in payments have taken this step because it is legally wrong. I did not give any authorization for Patelco to freely place a Hard Inquiry and what was accomplished? Nothing besides creating a mess. I demand for the removal of this unauthorized inquiry immediately. In the mean time, for everyday that this inquiry stays on my credit history, I will deduct the allowed amount by law. I will make payments when I am able to make payments just like other creditors.Sincerely,[redacted]

[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:
* The Social Security you provided did not match the SSN we have for anyone who is similarly named.
* You provided an ineligible charter for membership. We do not serve the Southern California area. We serve most counties in Northern California only.
* 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.

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 me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/10/02) */
September 30, 2015
Ms. [redacted]
[redacted] Ave. **
[redacted] XXXXX
Dear Ms. [redacted],
Thank you for your comments about your recent service experience regarding your auto refinance. I did a review of the notes we have on file...

pertaining to your loan application.
At the initial stage of funding your loan, we discovered an issue with the titling of the vehicle. The vehicle had two registered owners and only your name appeared in the loan application. To proceed with the loan, we required the other registered owner's signature not named on the loan; therefore we sent you a DMV form, REG 262 to fill out requiring the registered owner's signature. We did not get a push back from you at this point. We later heard from you about the information on the back of the DMV form and you called us out on the signature requirement that you believed the DMV did not require.
We understand how upsetting this was for you and again we extend our sincerest apologies.
I would like to take this opportunity, however, to set the matter straight regarding your loan refinance experience.
Patelco has a department staffed with people who are well-versed in all topics related to the California DMV. This group advised the Branch team you worked with regarding the signature requirement of the other registered owner. Here's that particular DMV "rule": "In typical situations when the registered owners are separated by an "OR" on the title, we are required to have the signature of one registered owner when completing DMV transactions; however, there is one exception to this rule. The "OR" does not apply in a situation where one of the registered owners is either trying to remove the other registered owner and in your case, the other registered owner is absent. You reportedly did not know the whereabouts of the other person.
In this particular case, one registered owner cannot sign as the "seller" and "buyer" for odometer disclosure. The registered owner staying on registration would sign as the "buyer." And the "seller" is missing in this case. This DMV rule prevents one registered owner from removing the other without his/her knowledge. The DMV Industry Handbook refers to this example in the Odometer Disclosure Requirements, section 5.015.
We confirm that our Member Service representative did mention to you that we did not verify signatures (to emphasize, we can't verify signatures of persons who are not our members) but at no time did our representative advise you to commit forgery. The absence of the other owner's signature is unfortunate in this case and therefore, we couldn't move forward with the refinance.
The Branch team offered you a seasonal loan in lieu of the auto refinance. This same team worked with our Underwriters to agree on a rate similar to the refinance rate. Please know that this was a rate exception that our Underwriters approved. You accepted this offer on September 21st and a seasonal loan was booked for you. We also released the title to you.
At your branch visit on September 21st, you mentioned to our Service Representative that you spoke with the DMV and they confirmed both signatures were required.
We apologize for the distress we caused you as a result of the error at the early stages of funding. We should have caught the titling discrepancy at that time. We believe that we were able to change a negative situation into a positive one. Thank you for your patronage and for giving us the opportunity to make this right for you.
Sincerely,
[redacted] A. [redacted]
Patelco Credit Union
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finalized the seasonal loan because I had no other option. Once that is paid in full, I'll take my future finances and business elsewhere.

[redacted]
Dear [redacted],
Thank you again for your feedback.
Regretfully, we cannot comply with your request for membership because of the following:
* Your referral source for membership is not in good standing. We cannot provide you with detailed information to protect the privacy of the parties you named as your referral sources.
* Based on recorded calls and your statement on your complaint that you "were a previous member of Patelco", we respectfully disagree. Our 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

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 me. Sincerely, [redacted]

June 17, [redacted]
Dear [redacted],
We received your complaint to the Revdex.com on June 17, [redacted]. First, please accept our sincere apologies for the inconvenience we caused you pertaining to the posting of your education loan payment...

that you scheduled to pay on June 8, [redacted] through our Bill Payer service. We performed a review of your account to determine what happened and the outcome is as follows:
June 9, [redacted]: Our records show that your bill payment was withdrawn from your Free Checking account and electronically sent to the [redacted].
June 14, [redacted]: You called us on this date presumably to follow up but you were advised incorrectly that a [redacted] representative would be calling you to provide you with proof of payment. We should have advised you then that the proof of payment could have been emailed to you easily instead. We sincerely regret this misinformation.
June 17, [redacted]: An email with a copy of your proof of payment was sent to you on this date. Please provide a copy of this proof to the DOE-[redacted] to enable them to research further. We are confident that your loan would be successfully updated by the time your receive this.
[redacted], please know that the Credit Union transmits your loan payment on the day after you have scheduled your Bill Pay; however, the payment posting to your education loan is dependent on the DOE-[redacted] processing schedule. I would recommend that you inquire with them to see if they could accept your loan payments by phone or through their website as this may prove faster for you.
Thank you for taking the time to share your member experience with us and for the opportunity to address this matter with you.
Sincerely,
Marie A. Gloria
Voice of the Member
Patelco Credit Union

Complaint: [redacted]I am rejecting this response because:   I was a previous member of Patelco.   I need the business to call me. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
July 24, 2015
Ms. [redacted]
PO Box XXXXXX
[redacted] CA XXXXX
Dear Ms. [redacted],
I did a search to locate account records in your name. Unfortunately, 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 number. I 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 /* (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

May 4, 2017
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 it. And you were charged $[redacted] each month for 4 months until it was finally closed. You were eventually...

refunded these 4 payments in March 2017.
We sincerely apologize for the distress this has caused you. We 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

Initial Business Response /* (1000, 5, 2015/11/20) */
November 20,2015
Dear Ms. [redacted],
Thank you for bringing this to our attention.
Some background information [redacted] help here and they are as follows:
* Patelco submitted an electronic update to the credit bureaus on September 9, 2015 to...

report your bankruptcy as BK 7 Discharged.
* Transunion and Equifax records show the appropriate status.
* Experian; however, does not and that's because they require that the financial institution send a copy of the bankruptcy filing.
* On November 20, 2015, we faxed a copy of the BK filing as proof of your status so that their records reflect that your BK was discharged.
It is our hope that this recent transmission of information to Experian will prompt them to update their records accordingly.
Thank you and sincerely,
[redacted] A. [redacted]
Patelco Credit Union

Initial Business Response /* (1000, 5, 2015/04/27) */
April 27, 2015
Dear Ms. [redacted],
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 loan. You arranged for an ACH transfer of funds from your account at Bank of the West to deposit $100 on the 24th of each month to your Patelco Savings. Unfortunately, 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 West. By 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 Savings. Your 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 day. In the meantime, Mr. [redacted] of our Campbell branch had prepared a cashier's check for $100. to hand to you at the time of your visit. You were given the funds back on March 24th. It appeared that we had internal miscommunication that caused you such distress. Our 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 /* (2000, 7, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Tell us why here...
[redacted] 14, [redacted]
Dear [redacted],
Please accept our sincerest apologies for the inconvenience the blocked Debit card has caused you. In 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 deposit. This caused the overdrafts and subsequently a restriction was placed on your debit card. The 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 you. if 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 alerts. Thank you for the opportunity to address this matter with you. We wish you the best this year has to offer.
Sincerely,
Marie A. Gloria
Voice of the Member
Patelco Credit Union