J & R Heating and Air Conditioning

Dear Mr [redacted] ,This letter is in response to your complaint submitted on April 29, to the Revdex.comOur office received this complaint on May l, 2017.Upon reviewing your complaint, we understand you were a victim of a counterfeit check scamWhile we make every effort to detect and stop counterfeit items, you are in the best position to avoid this type of fraud because you have directly interfaced with the fraudster and are more apt to determine whether the transaction is legitimate and the instrument is genuine based on your personal interactions and judgementCurrently, your account is negative as a result of depositing this counterfeit check, receiving the funds from us, and then distributing those funds to the perpetrator(s) of this scam.Our deposit agreement states, in accordance with UCC 4-214, you agree you are fully responsible for all items negotiated by or on behalf, including, but not limited to items presented for cash or deposit at the credit union or a foreign financial institution, regardless of whether or not the item is personally endorsed.In order to bring your account current, our Fraud Department will be contacting you to provide you with loan options which will afford you opportunity to make payments over time, rather than a lump sum amount to bring your account currentThe interest charged on these work out loans is significantly less than a standard signature loan that may have been presented to you previously.We hope this will alleviate some of the financial burden this situation has caused you.Scott D***Chief Risk Officer

Hello,Attached is our response to [redacted] *** Please let me know if you have any questions.Thanks,Devin B***TwinStar Credit Union [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 meSincerely, [redacted] ***

September 6, 2017Subject: [redacted] **r ComplaintTo Whom it May Concern:Bright SolutionsThis is in response to [redacted] *** request for a detailed report of payments made on hisTwinStar Credit Union auto loans.I spoke with [redacted] *** regarding the matter on August 31, He has agreed to work directlywith me regarding the matterI mailed [redacted] *** the loan payment details he requested and includedmy direct contact information[redacted] ***AVP/Division MangerTwinStar Credit Union

Complaint: [redacted] I am rejecting this response because: this continues to be a regular occurrenceI would like to see a detailed report of the payments made against my Chevy Suburban loan that includes what payments were made and when but also which months the payments were applied to, as that information is not available online Sincerely, [redacted] ***

Dear ***, Thank you for sharing your recent interaction regarding your accounts with TwinStar Credit Union We appreciate the opportunity to review situations such as these to ensure our members are receiving the high levels of service they should expect In reviewing your letter that was submitted to the Revdex.com on December 22nd of 2015, I have been able to determine that your account was overdrawn on December 20th of and you did incur overdraft charges in the sum of $ TwinStar Credit Union has not changed our practices in how we process debits from our member’s accounts When an account is taken negative, all additional debits will incur an overdraft fee This overdraft program is provided to our members as a courtesy to ensure their payments are processed; which requires the credit union to fund those purchases until the account can be properly reconciled After researching your account, TwinStar Credit Union provided courtesy fee reversals on the following dates: 7/13/ Fee Reversals $ 8/6/ Fee Reversals $ 12/4/ Fee Reversals $ We typically provide our members two fee reversals a year for non-credit union related errors, which you have exceeded I have instructed an employee of our member services team to reimburse the fees incurred on your account in the total of $ This will exempt you from receiving fee reversals for non-credit union related errors throughout the calendar year ahead If having access to our overdraft protection is not a good financial solution for you, it can be cancelled anytime by contacting us at 1.800.258.3115, or visiting your local TwinStar Credit Union branch Regards, Jerrod K [redacted] Chief Sales Officer

February 3, Revdex.com Attn: Brittany Ural PO Box DuPont WA RE: # [redacted] To Whom It May Concern: This letter is written in response to the Revdex.com complaint submitted on January 25, by [redacted] *** The complaint alleges that TwinStar demanded payments from the member outside of the contract terms, and the credit union denied the member access to statements explaining the discrepancy I would like to address each of the concerns Ms [redacted] ***’s auto loan contract is the source for all terms of the loan Included in the agreement is a requirement that auto insurance is maintained throughout the life of the loan Unfortunately, this portion of the contract was not upheld by the member Therefore, Collateral Protection Insurance premiums were added to the balance of the loan; these additions totaled $ The variance described by the member approximately matches this amount It is the credit union’s responsibility to provide detail regarding all transactions and account balances to the membership This information is available via periodic statements, on-line banking, and on-demand requests While I cannot speak to the specific challenges Ms [redacted] experienced in obtaining this information, I understand that she was able to acquire the requested information at our Lakewood branch on January 26, and chose to pay the remaining loan balance in full at that time Additionally, I will mail copies of the account history to the member today to ensure receipt I hope this information helps provide clarity to any outstanding concerns Please let me know if additional detail is needed Sincerely, Aaron P [redacted] Chief Lending Officer TwinStar Credit Union (360) 923-

RE: Case #***To Whom It May Concern:The Revdex.com forwarded your complaint to TwinStar Credit Union, and I would liketo respond to your concernsIn your complaint you state that you made arrangements onSeptember to pay your past due loan by September 28.We have reviewed our call
records and account documentation and have been unable to locate theconversation you referenceAdditionally, we attempted to contact you to discuss your situationmultiple times prior to transferring the paymentsWe received no response to these callsWiththat said, your request to make your payment on September is reasonableTherefore, we havereturned the transferred payments to your account as of September Please contact RachelD***, Account Solutions Manager, at *** if we can do anything further to assist you.Sincerely,Aaron P***Chief Lending OfficerTwinStar Credit Union

August 24, 2017Bright SolutionsTo Whom It May Concern:I understand the frustration of receiving conflicting information as well as experiencing anythingless than excellent serviceIn hopes of obtaining more specific details regarding his concern, Iattempted to contact *** *** via phone; however, I
was unsuccessful in reaching him.In the meantime, I assure you that discussion with the identified parties involved in all areas hasoccurredThose discussions involved the importance of delivering correct information in acourteous manner.It is our commitment to service excellence to our membersI regret we did not live up to ourcommitment during our recent interaction with *** ***We appreciate the time he took to provideus feedback.I will reach out to *** *** again next weekIf we do not speak, I invite him to contact me at thenumber ore-mailed listed below.Sincerely,Tonya W***AVP/Division ManagerTwinStar Credit Union***

Good Morning,Please find the attached response, and let us know if there are any questions.Thanks,Devin

Good Morning,
Please find the attached response to the Revdex.com Complaint submitted by *** ***.
Please let me know if you have any questions
Thank you,
Devin B***
TwinStar Credit Union
Subject: Revdex.com Letter from *** ***
To Whom It May Concern:
The
Revdex.com forwarded your concern regarding not having your Savings to Checking transfer record set up correctly on your account
On March 30, you contacted the credit union and spoke with someone from our Contact Center Department. You inquired about having funds available in savings to cover a charge from your checking account and questioned being charged an NSF fee for the transaction as there was enough money in your savings to cover it. At that time, we reversed the fee and set up a transfer record to pull from savings to checking to cover any future transactions. The reference to an account number change is actually address changes and card creations, at no time was your account number changed
The actual reason for the fee was due to the check not clearing for $to USAA, which we should have informed you of during your phone call with us. I’m very sorry we did not resolve this for you immediately
Again, I apologize for our error and hope we can gain back your trust. If you would like to discuss this further, please contact me directly at (360) 256-
Sincerely,
Gil A***
AVP/Division Manager
TwinStar Credit Union

Good Morning,
Please find our response attached
Thank you,
Devin B***
TwinStar Credit Union

Complaint: ***I am rejecting this response because: This Credit Union takes advantage of its customers There is no leeway of just even $as many banks do this Sincerely,*** ***

February 11,
Revdex.com
A/ttn: *** ***
Station Drive, Suite
DuPont WA
Subject: Revdex.com Letter from *** * ***
To Whom It May Concern:
The Revdex.com forwarded your concern regarding a check hold placed on
your ATM deposit made on January 30, at our Yelm branch. In reviewing your account, we verified the hold was removed on February 2, and the funds were made available for withdrawal
In your correspondence you stated you were not informed of our funds availability schedule. I have copied the verbiage pertaining to check holds from the disclosures provided at account opening for you below:
Special Rules for New Accounts
If you are a new customer, the following special rules will apply during the first days your account is open
Funds from electronic direct deposits to your account will be available on the day we receive the depositFunds from deposits of cash, wire transfers, and the first $5,of a day’s total deposits of cashier’s, certified, teller’s, traveler’s, and federal, state and
local government checks will be available on the first business day after the day of your deposit if the deposit meets certain conditionsFor example, the checks must be payable to you (and you may have to use a special
deposit slip)The excess over $5,will be available on the ninth business day after the day of your depositIf your deposit of these checks (other than a U.STreasury check) is not made in person to one of our
employees, the first $5,will not be available until the second business day after the day of your deposit
Funds from all other check deposits will be available on the ninth business day after the day of your deposit
There are signs regarding check holds posted on our ATMs as well
On occasion, we will make known payroll checks deposited during business hours in-branch, available sooner than the ninth business day. Once you have maintained a relationship greater than days, our general rule is to make your funds available on the first business day after we receive your deposit. If we intend on delaying your funds, we will provide you notice at the time of deposit
I apologize if you don’t feel that you were adequately informed of our funds availability schedule. If you require any further assistance, please contact me at ***
Sincerely,
Derek B***
AVP/Division Manager
TwinStar Credit Union

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

Dear Mr***,This letter is in response to your complaint submitted on
April 29, to the Revdex.comOur office received this
complaint on May l, 2017.Upon reviewing your complaint, we understand you were a
victim of a counterfeit check scamWhile we make every effort to
detect and
stop counterfeit items, you are in the best position to avoid this type of
fraud because you have directly interfaced with the fraudster and are more apt
to determine whether the transaction is legitimate and the instrument is
genuine based on your personal interactions and judgementCurrently, your
account is negative as a result of depositing this counterfeit check, receiving
the funds from us, and then distributing those funds to the perpetrator(s) of
this scam.Our deposit agreement states, in accordance with UCC 4-214,
you agree you are fully responsible for all items negotiated by or on behalf,
including, but not limited to items presented for cash or deposit at the credit
union or a foreign financial institution, regardless of whether or not the item
is personally endorsed.In order to bring your account current, our Fraud Department
will be contacting you to provide you with loan options which will afford you
opportunity to make payments over time, rather than a lump sum amount to bring
your account currentThe interest charged on these work out loans is
significantly less than a standard signature loan that may have been presented
to you previously.We hope this will alleviate some of the financial burden this
situation has caused you.Scott D***Chief Risk Officer

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]

Hello,Attached is our response to [redacted].  Please let me know if you have any questions.Thanks,Devin B[redacted]TwinStar Credit Union[redacted]

February 3, 2016
Revdex.com
Attn:  Brittany Ural
PO Box 1000
DuPont WA 98327
RE: #[redacted]
To Whom It May Concern:
This letter is written in response to the Revdex.com complaint submitted on January 25, 2016 by [redacted].  The...

complaint alleges that TwinStar demanded payments from the member outside of the contract terms, and the credit union denied the member access to statements explaining the discrepancy.  I would like to address each of the concerns.
Ms. [redacted]’s auto loan contract is the source for all terms of the loan.  Included in the agreement is a requirement that auto insurance is maintained throughout the life of the loan.  Unfortunately, this portion of the contract was not upheld by the member.  Therefore, Collateral Protection Insurance premiums were added to the balance of the loan; these additions totaled $871.  The variance described by the member approximately matches this amount.
It is the credit union’s responsibility to provide detail regarding all transactions and account balances to the membership.  This information is available via periodic statements, on-line banking, and on-demand requests.  While I cannot speak to the specific challenges Ms. [redacted] experienced in obtaining this information, I understand that she was able to acquire the requested information at our Lakewood branch on January 26, 2016 and chose to pay the remaining loan balance in full at that time.  Additionally, I will mail copies of the account history to the member today to ensure receipt. 
I hope this information helps provide clarity to any outstanding concerns.  Please let me know if additional detail is needed.
Sincerely,
Aaron P[redacted]
Chief Lending Officer
TwinStar Credit Union
(360) 923-4487

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]