K-B Motors

SEE ATTACHMENT FOR RESPONSE IN IT'S ENTIRETY.I received your letter of February 1, 2017, regarding a complaint against KIT Federal Credit Union that was filed by *** *** *** My Daily Operations Manager, *** *** has responded to M** *** directly, and I am attaching a copy of her
responseWe have taken the action *** *** listed as his “desired outcome' in his complaint.I do apologize for the delay in respondingAlthough the Revdex.com called to alert us that we would be receiving a complaint, we did not receive one and thought perhaps it had been withdrawn until we received your follow up letterAt that point, we thoroughly investigated the complaint and made sure it had been resolvedSince we did not know the nature of the complaint and who it was from until we received your letter, we were unable to respond sooner.We strive to provide excellent service to our members and are proud of our A+ rating with the Revdex.comI was saddened to hear of the error that prompted *** *** to complain, but glad that we were able to resolve his complaint and let him know that we value his membership in the credit union.If you need any further information or require any further action on our part, please contact me directly and I will be happy to provide it.Sincerely,*** ***

We responded to this complaint the day after we received it, and sent the form in to the *** *** *** *** *** *** on July 22nd so Mr*** could get his assistance, which I assume he got, because we heard nothing further from him after that I did not respond to the
Revdex.com’s follow-ups since I knew that we had already taken care of the matter, and for that I apologize; I assumed since we heard nothing further from Mr*** that he got the assistance he was seeking and that he told you that we had responded Obviously, I realize now that he did not communicate that to you. Here is what happened: We were not able to verify that Mr***’s account was closed, as he claimed it was; the account is still open because there is still an unpaid outstanding balance on his loan Mr*** defaulted on the loan, and it was turned over to a collection agency quite some time ago Once we turn an account over for collection, all further requests are referred to the collection agency, because the most up-to-date balance would show on their books rather than ours, so when Mr*** called in the first place, our staff told him that his balance information would have to come from the collection agency I do not know whether he contacted the collection agency or not, but I doubt that he did so, because he called our office a second time for the same information and was told the same thing He then had the agency he was seeking services from (*** *** * *** Services) call us We have to be very careful in giving out information about member accounts to third parties, due to the Privacy Act, so we asked the social services agency to fax us a written request with Mr***’s authorization to release information to them We did not receive one They called a second time, and we again asked for a written request That time they did fax us a written request We received it the day before we received the Revdex.com complaint. This matter came to my attention the day we received the Revdex.com complaint I asked my staff about it They showed me the form they had just received from the *** Department of Social Services and said they were waiting on an updated balance from the collection agency before sending it in When I looked at the form and at Mr***’s complaint to the Revdex.com it appeared that he was applying for food stamps or some similar assistance, and therefore the social service agency was probably just trying to ascertain that he didn’t have money in a savings or checking account and was probably not interested in how much his loan balance was I therefore instructed my staff to send it in immediately, and to put an explanation at the bottom that the loan balance was estimated They sent it in that same day, and again, I assume Mr*** received the assistance he was seeking because he did not contact us again The fax from the *** *** * *** *** Administration to KIT Federal Credit Union is dated 7/20/and our fax back to them with the requested information is dated 7/22/15. It’s sometimes difficult to balance the desire to give good service (sending the information quickly, in this case) with the need to report accurately (getting the updated balance from the collection agency) and the need to protect the member’s privacy (demanding the written request) We feel that we reached an acceptable compromise by not budging on our demand for a written request (because it could have been anyone on the phone; there was no way to verify that it was really a social service agency), but by estimating the loan balance in order to be able to return the form more quickly Because we are a financial institution, our records contain sensitive financial and personal information about our members, and we are subject to a number of laws regarding the privacy of that information We try very hard to both provide good service yet protect the member’s financial information. It is unfortunate that this incident occurred We are proud of our excellent record with the Revdex.com, and again, we did respond quickly to Mr***’s request once we had the required written request My mistake was in not responding to the Revdex.com and in assuming that you were aware that we had taken care of Mr*** For that, please accept my profound apologies Please reply to let me know that you received this email, and let me know if anything further is required Thanks so much for your assistance. Sincerely, *** ** ***President/CEOKIT Federal Credit Union*** ***