K Prime Merchandise Company

[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. However, I want to point out, that the item purchased was through Aqua Finance, and no where during the processing during the customer representative mention, indicate, or point out that Connexus was involved, or that a complimentary account would be opened up - all that was indicated was whether I wanted to purchase life insurance to cover the amount of the loan - which I declined In fact, the letter for account dated 6/30/was the first ever letter ever received from Connexus.Regards,
*** ***

Thank you for sharing this complaint and allowing us to reseach and respondWe will reply shortly

The following response was emailed to *** *** this morning:Dear *** I am truly sorry for all the confusion and distress you have experienced and for the fumbling you experienced when you tried to sort out the situation. That is certainly not the experience we want anyone to have. Please know that we are addressing those short comings internally. Your first message did not state that you didn’t expect to pay any interest. Upon reading your second, I reviewed your loan paperwork. Your loan included deferred payments for the first three months, but was not interest free for the first three months I have attached your loan document with that information highlighted. The interest you were charged was as you agreed at the time of the loan The industry standard way to pay off a loan is for the borrower to contact the lender as I described in my first letter to you. It is the borrower’s responsibility I apologize if that was not clear in my response to you that this was your responsibility. When you didn’t contact Aqua, interest continued to accrue. When I looked at your situation and appreciated that if you’d just made that phone call on 5/you wouldn’t have accrued interest, I decided to refund your interest. Let me try another way to explain the balance on your loan. You received a statement on 5/that informed you of a balance owed of $2007.89. As your loan accrues interest daily, by 5/12, the amount owed is no longer $It’s $plus one day’s interest. On 5/13, its $plus two days interest and so on. Between you receiving your statement on 5/and your check arriving on June 14, you had a balance of $plus a little interest for each day between 5/and 6/that added up to $ This is why calling to request a payoff is essential. The lender can record the date, stop more interest from accruing, and give you the exact amount of the payoff, if they are informed of your intention Carol, I want to be respectfully direct and honest in summarizing:We did not do a very good job interacting with you when you contacted us on 7/and 8/. For that I apologize and again assure you that we are addressing that internally. You did not understand the terms you accepted for your loan or follow standard practice to arrange paying off your loan. We expected you to do as you agreedIn these ways, neither of us lived up to the others’ expectation. We recognize that misunderstandings occur and have refunded to you the interest you accrued from 5/to 6/14, as if you had notified us on 5/of your intention to pay off your loan. ***
*** ** ***
Chief Experience Officer (CXO)One Corporate Cove, Suite 500Wausau, WI 54401 (715) 870-2606 [email protected]

At this time Ms*** has received full refund for one of her erroneous payments, including reimbursement of credit card processing feeAs such, Ms*** has been reimbursed fully, and there are no further actions outstanding on the part of Connexus
Thank you

Our mission is to help the customer reach their financial goals, and we are happy to close their complimentary account and forward the $to the customer
A timeline of events:
03/12/- Ms*** completed an application in which she agreed to the financing of her purchase of a
water treatment system and the establishment of a Connexus Credit Union accountThe application was signed by Ms*** indicating her approval of these actions
03/16/- Connexus Credit Union provided funding for Ms***'s loan and established the account to track this eventA letter was mailed explaining her recent transactions and Connexus Credit Union accountAdditionally, terms and disclosures were mailed to Ms*** disclosing the terms of the account
The only amount Ms*** "owed" was for the loan, which has been paid in fullAs such, Ms*** is entitled to receive the $and her account will be closed
Thank you for allowing us the opportunity to review this complaint and respond

Good afternoon, thank you for forwarding this concern to meWe are reviewing and will respond shortly

[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 am willing to keep the bank account for the duration of my loan as long as I do not have to open and keep a balance in a savings account and there are no accrued charges as noted in the company’s response.Note: The form that the company attached with a signature is not my signature, please contact me with any questions regarding this form or revert to the Culligan representative for clarification
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
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.
Regards,
*** ***

Thank you for bring this complaint to our attentionWe are in the process of investigating and will respond soon

Our mission is to help the customer reach their financial goals, and per Mr*** request his Regular Savings account was closed on October 31, and a $check was sentAdditionally, Mr*** closed account was marked so no further communications will be sent to
him
A timeline of events:
03/25/- Mr*** completed an application with AQUA Finance, Incin which he agreed to the financing of a water treatment system
3/27/- Mr*** completed an Indirect Lending Membership/Account Agreement with Connexus Credit UnionWith this document, Connexus provided funding for Mr*** loan and established the "Federally Insured by the NCUA" account to track the event
Documentation is attached for Mr*** referenceThe *** *** *** *** *** WI address is Connexus Credit Union's corporate office and the ** *** *** *** WI address is the mailing address
Thank you

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.I will await to hear a resolution from the business after they review my submission before I accept their responseThanks for the help
Regards,
*** ***

By signing our online application, all applicants agree to allow a credit bureau inquiryThese are soft inquires. When *** questioned why his wife’s (***) credit needed to be unfrozen, *** 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 report. Because we would not waive the requirement to obtain the credit report for ***, MrNeumann withdrew the application for membership. We regret any inconvenience this situation has caused Mr***. Patti ***, VP Mbr Contact Ctr and DevelopmentConnexus Credit Union

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.]
Regards,
[redacted]
 THEIR "REPLY" WAS "WE WILL RESPOND SOON". THAT IS NOT AN ACCEPTABLE RESPONSE

Our mission is to help the customer reach their financial goals.
A timeline of events -
3/25/17 - Ms. [redacted] completed an application in which she agreed to the financing of her purchase and the establishment of a credit union account. The application was signed by Ms. [redacted] indicating her...

approval of these actions.
4/28/17 - Connexus Credit Union provided the funding for the roof loan and established the account to track this event. A letter was mailed explaining her recent transaction and the credit union account. Additionally, terms and disclosures were mailed to Ms. [redacted] disclosing the terms of her account.
The complimentary account need only remain open until the loan is paid in full. After which time we will be pleased to close the accounts and send Ms. [redacted] the $5.
Thank you for providing us an opportunity to share why the complimentary account was created.

[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]

[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.  [redacted]3:50 PM (16 hours ago)I have settled this problem with Connexus. Thank you for your help. [redacted] Regards,
[redacted]

Our mission is to help the customer reach their financial goals.
A timeline of events -
11/27/17 - Ms. [redacted] completed an application in which she agreed to the financing of her purchase of a water treatment system and the establishment of a Connexus Credit Union account. The application was...

signed by Ms. [redacted] indicating her approval of these actions.
12/5/17 - Connexus Credit Union provided the funding for the water treatment system loan and established the account to track this event. A letter was mailed explaining the recent transaction and the credit union account. Additionally, terms and disclosures were mailed to Ms. [redacted] disclosing the terms of the account.
The complimentary account need only remain open until the loan is paid in full. After which time we will be pleased to close the account and send Ms. [redacted] the $5. If Ms. [redacted] is not comfortable completing and returning the Membership Information Request Form, she can disregard. Additionally, no fees will be assessed if Ms. [redacted] does not retain a $100 balance in the Savings account.
Copy of application attached for Ms. [redacted]'s reference.
Thank you for providing us an opportunity to share why the complimentary account was created.

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.
My loan with this business has now been paid in full, and I demand the offending savings account, opened without my permission, be closed at once without any penalties.
Regards,
[redacted]

The following correspondence was emailed to Carol on August 9, 2016.   Dear [redacted] Thank you for reaching out to the Revdex.com (Complaint # [redacted]) with your concerns.  We received the information on August 4, 2016.  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 $33.09 after you paid off your loan.It appears that on 8/3/16 your bank account has somehow been charged $33 without your authorization, and it appears to relate to this matter. While 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 $2007.89 on June 14, 2016.  $2007.89 corresponds to the total owed on your loan as of your May 11, 2016 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 12 until June 14 when your check was received.  As of June 14, you owed $33.09 in interest on your loan for those dates. I 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 situation. Regarding the $33 charge to your bank account, Aqua/Connexus received check #522 that appears to be written by you in the amount of $33.09.  It is dated July 18, 2016 and was received and deposited by us on August 2, 2016.  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 $33 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 $33.09 to refund the interest you paid from May 11 to June 14.   If we had interacted on May 11 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 misunderstands. If you have any additional questions or need any other information, please do not hesitate to contact me. Sincerely,   [redacted]
*
*
[redacted]Chief Experience Officer (CXO)One Corporate Cove, Suite 500Wausau, WI 54401  (715) 870-2606  [email protected]

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