K Prime Merchandise Company

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, 2018 I still have not received any refund into my account for this. Martin 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 1800 number provided and there was no one available.  When I did reach someone on the 16th I was informed 2 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 either. When 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 called. I don't deal well with companies that lie, withhold funds, and show no empathy towards customers. This 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 broken. In addition an account was set up by this credit union in my name for other than the purpose of paying this loan. I do not wish to open any accounts with this bank. Again issue is not resolved money has not been refunded to me as of yet. Regards,
[redacted]

Our mission is to help the customer reach their financial goals. With the loan paid in full, Mr. [redacted] is entitled to receive the $5. Per his request the complimentary account has been closed, without any penalties.

Thank you for sharing this complaint. We are in the process of reviewing and will respond shortly.

My apologies - Mr. [redacted] account was closed on 1/19/19 and the $5 check was mailed to him on that same day.
Thank you

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

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

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 the situation:
February 2017 - the customer was alerted by TCF Bank that Connexus Credit Union was going to purchase her loan and establish a...

complimentary account at Connexus Credit Union. Ms. [redacted] was provided a time period to object to this action. No objection was received by TCF Bank.
March 2017 - Connexus Credit Union purchased the loan and established the account to record the purchase of the loan. Connexus Credit Union also covered the required $5 opening fee for the complimentary account. Ms. [redacted] has no other obligation for the complimentary account ad the account will be closed.
March 2017 - Connexus Credit Union mailed to Ms. [redacted] various account disclosures in accordance with applicable laws and regulations.
Thank you for allowing us an opportunity to provide a response.

Thank you for forwarding this complaint to me. We are currently reviewing the situation 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 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]

Our mission is to help the customer reach their financial goals, and per Ms. [redacted] request we have closed her complimentary account and forward the $5 to her.
A timeline of events:
On 2/19/16 - Ms. [redacted] completed an application in which she agreed to the financing of her roof and the...

establishment of a credit union account. The application was signed by Ms. [redacted] indicating her approval of these actions. A copy of the application is attached as a point of reference.
On 3/11/16 - Connexus Credit Union provided funding for the Customer's 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 account was opened with permission, and it has no impact on the Customer's credit rating. We have also opted-out Ms. [redacted] from future communications.

The following information was emailed to [redacted] on May 10, 2016:Dear [redacted] Thank you for reaching out to the Revdex.com (Complaint # [redacted]) with your concerns.  We received the information May 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.  Also, when we are at an impasse with a member, we welcome outside perspective. I have reviewed our record and your concerns including:   On 4/14/16 you informed us that you wished to surrender the vehicle financed through Connexus.  On 4/18/16 we initiated the voluntary surrender vehicle recovery process. On 4/19/16 the vehicle was picked up via arrangements made by Remarketing of America (ROA), a recovery and remarketing firm utilized by Connexus. On 4/28/16 you contacted us at Connexus to determine if you could reclaim your car for an interested buyer. Between 4/29 and 5/2/16 the auction house information was provided and you were able to reclaim your car. Between 5/2 and 5/3 you advised us that some personal items were missing from your car, specifically a speaker that was in the trunk.  We advised that follow up on this concern needed to occur with those who handled your vehicle after it was repossessed. ROA describes that there were no personal items in the car.  The only audio system observation reported was that the original radio was on the front seat of the car, giving the appearance that you upgraded the radio at some point, but removed it prior to repossession.   Vanessa, I’m sorry to hear of the recent difficulties with your car payments and hope that you have been able to sell the car as you’d hoped.  We appreciate that you were in communication with us and worked to resolve things.  Beyond this, Connexus is not accountable for personal property that may have been left in the car.  Your best recourse is to pursue this concern with the towing company and auction house.   I will submit this response to the Revdex.com. Sincerely, [redacted]
Chief Experience Officer (CXO)One Corporate Cove, Suite 500Wausau, WI 54401  (715) 870-2606

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

Thank you for sharing this complaint with Connexus Credit Union. We are reviewing the complaint 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, 2017 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 else. I 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 improvements. Wishing you all the best  -    Marita

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.] I did receive a check for $614 there was no fee amount of $9.95 included on that. I did deposit this into my account. I recieved yesterday the check for $9.95. I am currently setting up bill pay with my own bank in order to attempt to avoid any other issues. This whole matter has put me in a finanial bind that could have easily been avoided had you checked to ensure the money was actually refunded and not just assume. Best
Regards,
[redacted]

Thank you for sharing this complaint with me. I am in the process of reviewing the details of the complaint and will respond shortly.

Our mission is to help the customer reach their financial goals.
Mr. [redacted] completed and signed an application on 08/20/16. This signed application by Mr. [redacted] provided express permission to become a member of Connexus Credit Union. This is narrated on the application and by his signature, Mr....

[redacted] did "agree to join Connexus and the Association, and the terms of membership in each organization.", thus the account was opened with $5 in a Savings Account funded by AQUA.
A timeline of events:
08/20/16 - Mr. [redacted] completed an application in which he agreed to the financing of his purchase and the establishment of a credit union account. Application is attached for reference. The application was signed by Mr. [redacted] indicating his approval of these actions.
09/07/16 - Connexus Credit Union provided funding for Mr. [redacted]'s water treatment system loan and established the account. Additionally, a letter was provided to Mr. [redacted] discussing the actions, along with terms and disclosures discussing the terms of his Connexus account.
Ongoing:
Mr. [redacted] is and will receive monthly statements for his loan account. These statements indicate the Connexus Credit Union name and require payments to be made payable to Connexus Credit Union.
Mr. [redacted] is and will receive quarterly statements from Connexus Credit Union.
When the loan is paid in full, Mr. [redacted] can contact Connexus Credit Union and we will be more than happy to close his account and send a check for $5.
Thank you

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.
I have heard from Connexus.  I disagree with their statements.  Their handling of my account was very poor.  They charged me interest on a sale that was to have no interest if paid in 3 mos., which it was.  I initially did not complain and just paid it off and that was when all the difficulty began.  They charged interest on a paid account of $33 & change for 1 mo.  Something is wrong with this company. What interest rate were they using for such a charge on a zero balance. Then they ask me to mail a check for their unpaid balance + dangling interest.  I complied to just get them off my back.  I was busy at they time and had just moved. Then they claimed they had not received my check.  I applied to close the account in June and they stated I had not.  I have email notes to prove this.  Now they are willing to forgive interest I did not even owe.  They claim their employees are instructed to contact loanees and to close an account but they tried to string out the account and continue to claim interest.  I have NEVER encountered such a dishonest company.  I hope no one else has to run into this deceitful credit union or take out a loan with them.  [redacted]
Regards,
[redacted]

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 $5 to him.
A timeline of the situation...

-
Feb 2017 - 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 union. Mr. [redacted] was provided a time period by which to object or opt-out of this action. No objection was received by TCF Bank.
March 2017 - Connexus Credit Union purchased the loan and established the complimentary account to record the purchase of the loan. The credit union also covered the $5 opening for the complimentary account. Mr. [redacted] has no other obligation for the complimentary account.
March 2017 - Connexus Credit Union mailed to Mr. [redacted] various account disclosures in accordance with applicable laws and regulations.
Thank you

The information provided to Mr. [redacted] is what we have on record concerning the purchase of the loan. We certainly have no issue closing the account and have done so per Mr. [redacted] request. Thank you