Kohler Credit Union

[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 Hi ***, This issue has been resolved with the Credit Union but I was unable to get that information to the Revdex.com The money was refunded to our account after working with the VP at KCU You can let them know it was resolved by you prior to the notificationThank 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I am working with my credit union to resolve this, but have been told by my credit union that Kohler Credit Union is passing the buck (literally) on this one Kohler Credit Union's ATM malfunctioned- they should be accountable for this How does my bank have any proof that their machine never gave me my money? Kohler CU has my card information, surely credit unions can talk to credit unions and resolve this [redacted] is asking me what steps I have taken to resolve this problem with Kohler Credit Union and wants documentation of everything I don't understand why Kohler Credit Union did not balance their ATM and when they were $over, give me my money back The whole situation is very confusing to me I just want my money back

Since this was a non-member utilizing our ATM, [redacted] would have needed to go to her own financial institution to file the dispute (not Kohler Credit Union) [redacted] originally contacted us through our website and explained her situation via sending us an email One of our service call center representatives instructed [redacted] incorrectly by directing her to go to one of our branches to fill out an ATM dispute [redacted] than came to the Plymouth branch and was assisted by our newest team member [redacted] explained to the teller that she was told by phone services to come in and fill out an ATM dispute, so [redacted] gave her the form When [redacted] asked when she would get her money back, the teller answered they didn’t know After receiving the complaint from the Revdex.com, the branch manager at Plymouth contacted [redacted] on August 6th at approximately 2:p.m She asked her to explain what happened The branch manager then explained to [redacted] that she had been misinformed of the correct procedure and apologized The branch manager explained to [redacted] that she would need to work with her credit union to file the dispute and explained why it needs to be handled that way The branch manager asked [redacted] if this situation caused her any financial distress, to which she replied it did not The branch manager asked [redacted] what she could do for her to help make the situation better [redacted] then had several more questions that were answered by the branch manager, but was directed to call her credit union for the questions that were directly related to their specific proceduresWe have made the call center manager aware of the situation so she can do the appropriate training with her team The branch manager has also spoken with the teller that was at Plymouth that day and have done some coaching/training with her [redacted] was satisfied with our response and the branch manager gave [redacted] her direct contact information in case she had further concerns If you need more information, please let me know.Thanks,***

Hello [redacted], I just opened the letter from you in regards to ID #[redacted]. It notes that we had 7 days from when the complaint was opened to respond. The complaint was submitted on 5/24 but given that I just am receiving this now, I am asking for additional time so that we can research this...

internally and provide an appropriate response. Thanks,  Kohler Credit Union850 Woodlake Road, Kohler, WI 53044

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] I am working with my credit union to resolve this, but have been told by my credit union that Kohler Credit Union is passing the buck (literally) on this one.  Kohler Credit Union's ATM malfunctioned- they should be accountable for this.  How does my bank have any proof that their machine never gave me my money?  Kohler CU has my card information, surely credit unions can talk to credit unions and resolve this.  [redacted] is asking me what steps I have taken to resolve this problem with Kohler Credit Union and wants documentation of everything.  I don't understand why Kohler Credit Union did not balance their ATM and when they were $200 over, give me my money back.  The whole situation is very confusing to me.  I just want my money back.

Since this was a non-member utilizing our ATM, [redacted] would have needed to go to her own financial institution to file the dispute (not Kohler Credit Union).  [redacted] originally contacted us through our website and explained her situation via sending us an email.  One of our service call...

center representatives instructed [redacted] incorrectly by directing her to go to one of our branches to fill out an ATM dispute.  [redacted] than came to the Plymouth branch and was assisted by our newest team member.  [redacted] explained to the teller that she was told by phone services to come in and fill out an ATM dispute, so [redacted] gave her the form.  When [redacted] asked when she would get her money back, the teller answered they didn’t know.  After receiving the complaint from the Revdex.com, the branch manager at Plymouth contacted [redacted] on August 6th at approximately 2:30 p.m.  She asked her to explain what happened.  The branch manager then explained to [redacted] that she had been misinformed of the correct procedure and apologized.  The branch manager explained to [redacted] that she would need to work with her credit union to file the dispute and explained why it needs to be handled that way.  The branch manager asked [redacted] if this situation caused her any financial distress, to which she replied it did not.  The branch manager asked [redacted] what she could do for her to help make the situation better.  [redacted] then had several more questions that were answered by the branch manager, but was directed to call her credit union for the questions that were directly related to their specific procedures. We have made the call center manager aware of the situation so she can do the appropriate training with her team.  The branch manager has also spoken with the teller that was at Plymouth that day and have done some coaching/training with her.  [redacted] was satisfied with our response and the branch manager gave [redacted] her direct contact information in case she had further concerns.  If you need more information, please let me know.Thanks,[redacted]

We have reviewed the above referenced complaint that has been forwarded to Revdex.com. We have contacted Ms. [redacted] and discussed the situation further. As a result, we fully understand her concerns and have identified internal processed and procedures we need to strengthen due to her situation. We have apologized for the ATM error as well as, and more importantly, for our lapse in service that intensified this situation. We have made arrangements to provide her with the full $200 refund. She seemed appreciative of our call and apology.

[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.  Hi [redacted], This issue has been resolved with the Credit Union but I was unable to get that information to the Revdex.com.  The money was refunded to our account after working with the VP at KCU.  You can let them know it was resolved by you prior to the notification. Thank you [redacted]

Review: Kohler Credit Union charged me an overdraft fee on a charge that was made on my account when there was money in there. I saw my account was low on Monday and I knew there would be a charge going through on Tuesday, so I went to the bank Monday night deposited money into the account so when the charge went through there would be money to cover it. However, today when I looked at my account there was an overdraft fee and my account wasn't even negative. I have a screen shot showing the amount issues.Desired Settlement: I want them to refund the $30 they are charged me . This bank has horrible customer service and when I call to ask questions, they are rude and not helpful. I discussed other issues with them over the phone, and the refuse to help me. I have a loan with them that I have automatically deducted from my account and they won't give me time to discuss the options for lowering the interest rate.

Business

Response:

Response to Revdex.com

compliant

Complaint submitted: 04/22/2014 9:55 am

Compliant ID: [redacted]

Complainant: [redacted]

We pride ourselves in listening to our member’s needs and

individual situations. Each member interaction is unique and we allow flexibility

in trying to customize solutions based on a member’s circumstances. We also

stress to our members the importance of financial management and their

responsibility in monitoring their day to day account transactions.

In response to [redacted]’s statement of problem:

On 4/21/2014 @ 12:06 pm - [redacted] spoke with one of our

service representatives and requested to have an overdraft fee reversed. After listening to [redacted]’s explanation and

reviewing her account, the representative denied the request because [redacted] did

authorize the debit card transaction that caused the overdraft. However, the representative explained that we

could most definitely review the request again if she could provide

documentation from U-Haul that they made an error by debiting her account.

[redacted] was also provided with information on ways to modify her account to help

avoid/reduce future overdraft fees. She

was also unhappy because of having to travel a distance to the closest branch

location to make a deposit. Again, the representative provided [redacted] with

options…including the suggestion to view our website to locate an ATM in her

area that accepts deposits.

4/22/2014 @ 11:25 pm - [redacted] emailed her complaint to

Kohler Credit Union explaining her frustration and request to have $60.00 in fees

refunded.

4/23/2014 @ 3:12 pm - [redacted], was notified of the complaint and attempted to contact [redacted]. A

message was left asking for a call back.

4/24/2014 @ 2:48 pm – [redacted] left another

message for [redacted] to contact her regarding the complaint.

04/24/2014 @ 3:05 PM – [redacted] contacted [redacted].

She expressed her frustrations with having her fee refund request denied and

the distance she needs to travel to make a deposit. [redacted] listened, offered suggestions on account

management and provided a solution that made [redacted] very happy. A partial fee reversal was approved.

Respectfully submitted,

Kohler Credit Union

I am very disappointed in the practice of Kohler Credit Union of constantly changing the terms and conditions of our home equity line of credit. I have been a customer for over 20 years. First they eliminated our line of credit because they claimed the value of our home fell. Then they decided that we needed to pay flood insurance, so we purchased flood insurance. That was 5-7 years ago, now they want to change the terms and require us to have a lower deductible on our flood insurance. Causing a financial hardship on us because flood insurance is far more expansive than home owners. In fact it is 4 times more.

Review: On 7/29/15 I attempted to withdraw $200 from the Kohler Credit Union ATM machine at [redacted]) in Sheboygan. I entered my PIN, pushed the buttons to withdraw the $200, it appeared that the transaction was going through, but no money appeared in the cash drawer of the machine. My checking account (through [redacted]) was debited $200.

On 7/30/15 I did go into the Plymouth branch of Kohler CU and complete an ATM dispute form. The woman was very nice and helpful, but she could not tell me when I would get my money or what would happen next (not her fault, it didn't seem like anyone there knew what the process is). Nowhere on the ATM dispute form does it give a blank for my contact information. When I suggested that she write down my cell phone number so someone could contact me and tell me what was happening, she wrote it on a separate sheet of paper.Desired Settlement: I would like a return of the $200 that the ATM debited from my checking account but did not give to me.

Business

Response:

Since this was a non-member utilizing our ATM, [redacted] would have needed to go to her own financial institution to file the dispute (not Kohler Credit Union). [redacted] originally contacted us through our website and explained her situation via sending us an email. One of our service call center representatives instructed [redacted] incorrectly by directing her to go to one of our branches to fill out an ATM dispute. [redacted] than came to the Plymouth branch and was assisted by our newest team member. [redacted] explained to the teller that she was told by phone services to come in and fill out an ATM dispute, so [redacted] gave her the form. When [redacted] asked when she would get her money back, the teller answered they didn’t know. After receiving the complaint from the Revdex.com, the branch manager at Plymouth contacted [redacted] on August 6th at approximately 2:30 p.m. She asked her to explain what happened. The branch manager then explained to [redacted] that she had been misinformed of the correct procedure and apologized. The branch manager explained to [redacted] that she would need to work with her credit union to file the dispute and explained why it needs to be handled that way. The branch manager asked [redacted] if this situation caused her any financial distress, to which she replied it did not. The branch manager asked [redacted] what she could do for her to help make the situation better. [redacted] then had several more questions that were answered by the branch manager, but was directed to call her credit union for the questions that were directly related to their specific procedures. We have made the call center manager aware of the situation so she can do the appropriate training with her team. The branch manager has also spoken with the teller that was at Plymouth that day and have done some coaching/training with her. [redacted] was satisfied with our response and the branch manager gave [redacted] her direct contact information in case she had further concerns. If you need more information, please let me know.Thanks,[redacted]

Consumer

Response:

I lost an unknown amount of money while I had a checking account with KCU. So I closed my account, and moved to my current credit union and have had no more problems.

Seems strange to tell a person who checks her bank account several times a day, that she made a banking error and we can search your account for $30/hour.

I should have filed this years ago. They lie and cheat. Now I have to play nice again as they gave me my vehicle loan, but you can be sure that once I am able, it will be refinanced and moved again. I do not trust KCU.

The amount of money I know I lost due to some kind of errors on their part was $100.00. To acuse me of not writing down my transactions, and what not is ridiculous. Like I said earlier, I have not had these issues since I moved my checking and savings to my current credit union.