K Prime Merchandise Company

Our mission is to help the customer reach their financial goalsWith the loan paid in full, Mr [redacted] is entitled to receive the $Per his request the complimentary account has been closed, without any penalties

My apologies - Mr [redacted] account was closed on 1/19/and the $check was mailed to him on that same day Thank you

By signing our online application, all applicants agree to allow a credit bureau inquiryThese are soft inquiresWhen [redacted] questioned why his wife’s (***) credit needed to be unfrozen, [redacted] clearly explained our reasoning, and that it is a requirement we cannot waive: As part of our responsibilities under the USA PATRIOT Act, we require both photo ID and a TransUnion soft inquiry It is a standard practice of ours that protects all our credit union members, preventing fraud and identity theftWhen a new membership share account is opened, the credit inquiry we complete does not affect your credit history or credit score It does not count as a hard credit inquiry in your credit reportBecause we would not waive the requirement to obtain the credit report for ***, MrNeumann withdrew the application for membershipWe regret any inconvenience this situation has caused Mr [redacted] Patti [redacted] , VP Mbr Contact Ctr and DevelopmentConnexus Credit Union

Good morning - thank you for forwarding this members concern to my attentionWe are in the process of reviewing and will reply shortly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] As of today January 31, I still have not received any refund into my account for thisMartin Luther King Day most businesses are off as I do work in a public school we were off and my bank was closed so in thinking Connexus would also be closed the next business day was the 16th of January, also not sure if you can or not check your records because as soon as I recieved the error I called the number provided and there was no one available When I did reach someone on the 16th I was informed day max When I called back again I was told by Monday the 22nd of January the latest, when that day came and went and no return I called yet again told to leave message I would get a return call the next day and that didn' happen eitherWhen I called yet a 4th time I was informed the person who was supposed to call me was out of the office all day, yet she spoke to my bank when they calledI don't deal well with companies that lie, withhold funds, and show no empathy towards customersThis is my first payment, first impression of this company and now im in a position where I now need to figure out future payments because trust is brokenIn addition an account was set up by this credit union in my name for other than the purpose of paying this loanI do not wish to open any accounts with this bankAgain issue is not resolved money has not been refunded to me as of yetRegards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

Good morning, thank you for forwarding this members concern to my attentionWe are reviewing the concern and will respond shortly

The attached information was emailed to [redacted] this morning M [redacted]

Good afternoon, attached is a copy of the application Ms*** signedPlease refer to the lower right hand section of the form labeled Assignment (verbiage circled) referencing Connexus Thank you

Our mission is to help the customer reach their financial goals, and per Mr [redacted] request we are happy to close the complimentary account and forward the $to him A timeline of the situation - Feb - Mr [redacted] was alerted by TCF Bank that Connexus Credit Union was going to purchase his loan and establish a complimentary account for him at the credit unionMr [redacted] was provided a time period by which to object or opt-out of this actionNo objection was received by TCF Bank March - Connexus Credit Union purchased the loan and established the complimentary account to record the purchase of the loanThe credit union also covered the $opening for the complimentary accountMr [redacted] has no other obligation for the complimentary account March - Connexus Credit Union mailed to Mr [redacted] various account disclosures in accordance with applicable laws and regulations Thank you

Thank you for sharing this complaint with us, we are in the process of reviewing and will respond shortly

We have thoroughly reviewed this situation and sent the following correspondence to Daniel this morning: Dear Daniel Thank you for reaching out to the Revdex.com with your concerns (Complaint # 11963396) We received the information on January 30, and have been reviewing your experience Please know we take all complaints seriously and hope that we can learn something from each that helps us prevent similar issues in the future Our review of your experience has certainly achieved this I agree with your description of your concern After you satisfied your loan, the automatic payments originally established continued for two additional cycles I'm relieved to report that this is unusual We have primary and back up processes in place to discontinue automatic payments following loan closure Your experience, however, led us to find flaws in those processes We can and will do better in support of both our members and our employees who rely on internal processes to do a great job for our members We are in the process of addressing those deficiencies, so that they will not recur for anyone elseI reviewed your account again this morning and see that the money has been refunded and all accounts closed as you requested I regret very much that you had such an unpleasant experience with us but am grateful that it led us to needed improvementsWishing you all the best - Marita

The following correspondence was emailed to Carol on August 9, Dear [redacted] *** Thank you for reaching out to the Revdex.com (Complaint # [redacted] ) with your concerns We received the information on August 4, At Connexus, we take all complaints seriously and hope that we can learn something from each one that helps us prevent similar issues in the future I have reviewed your concerns and requests as outlined in your complaint including: You don’t understand why you still owed $after you paid off your loan.It appears that on 8/3/your bank account has somehow been charged $without your authorization, and it appears to relate to this matterWhile Connexus funded your loan, it was serviced by a company called Aqua I interacted with Aqua to determine what has happened with your situation You took out a loan on May 9, 2016.A payment was received from you in the amount of $on June 14, $corresponds to the total owed on your loan as of your May 11, statement Interest on your loan accrues each day the loan was active I don’t think you realized that interest would continue to accrue on your loan from May until June when your check was received As of June 14, you owed $in interest on your loan for those datesI believe this is the root of the misunderstanding Common practice for financial institutions is to have members call directly to arrange for a payoff, so that both parties are assured of the final payoff amount due and intervention occurs to stop interest from continuing to accrue For example, our statements contain language that encourages members to contact us to initiate a payoff in order to avoid these misunderstandings Our lack of interaction with each other over your intended payoff resulted in this confusing situationRegarding the $charge to your bank account, Aqua/Connexus received check #that appears to be written by you in the amount of $ It is dated July 18, and was received and deposited by us on August 2, I suspect this is the charge you are seeing to your bank account, and it appears to be initiated and authorized by your via this check If you see that this check has cleared, but are also seeing another $charge, please forward a copy to me of what you are seeing, as it will help me identify and resolve this concern [redacted] ***, I regret the confusion and misunderstanding regarding your intention to pay off your loan I will mail a check to you in the amount of $to refund the interest you paid from May to June If we had interacted on May to understand your intention, you would not have incurred this interest As a credit union, we truly want to advocate for our members It is important to keep in mind, if you ever again are in a payoff situation, to call that lender and make in person arrangements so that no one misunderstandsIf you have any additional questions or need any other information, please do not hesitate to contact meSincerely, [redacted] Chief Experience Officer (CXO)One Corporate Cove, Suite 500Wausau, WI (715) 870- [email protected]

August 19, Revdex.com of Wisconsin Attention: [redacted] WGreenfield Avenue Milwaukee, WI RE: Complaint # [redacted] Dear Ms [redacted] Thank you for alerting us to the concerns of our member per complaint ID [redacted] dated August 17, At Connexus, we take all complaints very seriously and hope that from each we can learn something that helps us to prevent similar concerns in the future I have reviewed the circumstances around this member’s situation This member originated an auto loan with Connexus through our indirect lending program on March 18, in the amount of $23, Her loan balance today is $23, A payoff quote for today’s date would be $23, In her complaint the member asks for help understanding how the loan could be over a year old, yet she stills owes essentially the original loan amount She has been told that she is months behind in payments and is eligible for repossession and she would like an explanation for that as well She states that she has been paying on her loan every two weeks Enclosed please find a loan history summary that presents in detail all that has occurred with this loan In general, she has made little progress paying down the principal due to other issues including: · Incurring late fees · Incurring for Forced Place Insurance from December to April when proof of insurance was provided · Making partial payments essentially since December and in some cases missing monthly payments Given all of the above, it is easy to see why the situation is confusing The payments she has made have largely gone to pay interest, fees, and insurance with little reaching the principal I have also reviewed our contact logs and see that Connexus has been making regular attempts to reach the member for a total of between May and August On at least five occasions we were able to speak to the member On August 11, she advised that she plans to make a full payment on August and plans to try to make payments (partial or full) every two weeks going forward In conducting all of the above we followed our practice and policy and requirements outlined in the borrower’s loan agreement regarding maintenance and proof of insurance We also followed our practice and policy in our verbal and written communications We regret the dissatisfaction and confusion experienced by our member in this situation We believe we did the best we could to communicate about the situation and welcome feedback on how we can improve the effectiveness of our processes I would very much like to offer to her the support and assistance of a service with whom we work called Green Path They have been very helpful to our members in organizing loan payments, avoiding late fees, etc There is no charge for most of their services I plan to mail that information to our member separately Please do not hesitate to contact me with any additional questions A copy of this response has also been emailed to the concerned member Sincerely, [redacted] Chief Experience Officer (CXO) One Corporate Cove, Suite Wausau, WI (715) 870- [email protected] Attachment: Redacted copy of Loan H

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve
my complaint. For your reference, details of the offer I reviewed appear below.Possibly their dates are wrong as my account wasn't purchased by them in 2015, and even if 2017, it is still with tcfbankI have not received the purchase plans mailing as they describedAll I received was the new account info. Searching online, this has happened to othersObviously they have communication and/or process problems. If the account is closed, then the issue can be closed but with disagreement on company practices.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. this doesn't solve their poor business practices, so that should be reflected in their rating.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 if they close the case after reviewing the problem
Regards,
*** ***

Revdex.com:The company has not responded with an updateIf needed, I have documentation that was mailed to me
I have reviewed the response made by the
business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Our mission is to help the customer reach their financial goals, and per their request we are happy to close the complimentary account
A timeline of
events:
02/02/- Mr*** completed an application in which e agreed to the financing of his purchase and the establishment of a Connexus Credit Union accountThe application was signed by Mr*** indicating his approval of these actions
03/03/- Connexus Credit Union provided funding for Mr***'s loan and established the account to record the eventA letter was mailed explaining the recent transaction and the credit union accountAdditionally, terms and disclosures were mailed to Mr*** disclosing the terms of his account
The account was opened with permission, and it has no impact on his credit rating
Thank you for allowing us the opportunity to respond to Mr***'s concerns

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***