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 copied and pasted your response into this email with my response located below each paragraph.· The account agreement under which members and the credit union operates states the following: “You agree to exercise reasonable promptness in carefully examining your statement and reporting any errors or unauthorized withdrawal.”The records of the credit union indicate that the member was enrolled in electronic statement delivery (through online/mobile banking) and yet he had not logged into online banking since November of This being the case the member did not examine his bank statement since he did not log into online banking Bank statement review is critically important to account management as it accomplishes account balance and transaction monitoring· As I had stated in my complaint, I had called the call center to have someone help me reset my password and they were unable to help me I then got off work early and went into a branch at 4:50pm and the person who was able to help me was gone for the day I then took more time off of work, went into a branch again, and this time someone was there to help me I wrote down my email address (correctly) and the person helping me said they would reset my password Well, when I went to log in again after leaving the bank, I was unable to log in This employee who made a mistake with my email address likely made another mistake resetting my password Had this employee offered to have me try to log in while at the bank, I certainly would have done so I was not made aware of this option After trying repeatedly to access online banking, I was not able to get any further time off of work to go in and try to resolve the issue for a 4th time It should have been cleared up the first time I went into the branch Therefore, the argument that I did not access online banking is null and void in my mind, because I was not ABLE to access online banking It is also not required by law to have online banking, so I thought I would just do without I was not aware that my email address was incorrect at this time The credit union acknowledges the mistaken email address, however, the credit union is under no legal obligation to notify the member of an overdraft While this may be true, the reason we were given when our request was declined the first time was that you had been sending notifications to my email address This is why I received documentation showing you that my email address was written correctly and it was an error on your part Upon receiving that documentation, Superior Choice Credit Union then changed it's reason for not refunding my charges Our credit union does routinely notify members of insufficient funds by either regular mail or by email according to the member’s enrolled preference Since the member did not access online banking, the credit union staff had no way of knowing an error in the email address had occurred Had I been ABLE to access my online banking, after tries to fix it, I would have accessed it Since I could not access it, I did not know that you had mistakenly entered my email address eitherMembers are under obligation to notify the credit union of errors according to the account agreement The email address is displayed within the online banking platform· Online/mobile banking is a self-service platform whereby members can check their account balance as often as they like (i.edaily or multiple times daily) Furthermore, email addresses are not necessary for enrollment in and usage of online/mobile banking Correct, however, when I requested a refund I was told that the reason I could not receive one was that you had been sending my statements to my email address, when I then realized was incorrect The initial enrollment and/or a reset enrollment is accomplished with a temporary password issued by credit union staff · In addition to allowing frequent account monitoring, the online/mobile banking platform clearly shows the current registered email address (if any) which the member could have checked online for accuracy Once again, I made attempts and took time off of work to get my password reset One of your employees made an error and I could not log into my account after attempts I should not have to take more time off of work because your employees were unable to properly reset my password This is a training issue on the Credit Union's end Finally, with online/mobile banking access, the member could have self-enrolled in low-balance text alerts or email alerts If he had taken this action, the system would have displayed his email address during the enrollment process· That's great that this is an option, however, it is not legally required and I don't feel that not enrolling in this program was "mis-management" of my account in any way The fact is that your employees made errors, I was not receiving a statement from you and could not log into my online account I didn't understand what was going wrong and attempted to fix it Error after error occurred The member stated to credit union staff that he kept no transaction register Keeping a transaction register is key to avoiding insufficient funds when also used in conjunction with both online/mobile banking, prompt review of account statements and reconcilement of transaction registers to account statements I do keep a check register and my wife informed you of that I would encourage you to tape your phone conversations so you can go back and hear all of the different stories that we have been told The member has stated that he was frustrated with his attempts to login to online/mobile banking The credit union rebuts that we have computers available in our lobbies where we can assist members with online banking difficulties Credit Union staff routinely assist members with banking services each day and are happy to do so at no charge to the member Furthermore, some of our branches offer extended hours of operation in service to our membership· Had your employee (who made the mistake) told me this, I would have taken him/her up on his/her offer Regarding his ofor “Courtesy Payment” protection, the credit union followed regulatory protocols Verbal ofor “Courtesy Payment” is allowed under regulations Verbal is routinely used so that the members may continue to utilize their debit cards for transactions that would otherwise be insufficient funds transactions I do not remember opting into this program, and considering the issues I have had with this bank regarding the ethics of your policies, I doubt that I was made fully aware of what I was opting into From a customer stand-point, I would suggest you begin to do this in writing In summary, it is the credit union’s position that the member did not manage his account in a responsible manner He could have persisted to access online/mobile banking to a successful conclusion and monitored his account after that time I would say that attempts is enough on my end You could have properly trained your employees and these errors would not have been made In the absence of online/mobile banking he could have changed his election to paper statements which the credit union would have mailed to him He could have maintained a transaction register at a minimum and he could have telephoned our call center for an account balance each day Unfortunately none of these actions were taken by the member since November of through the date of insufficient funds activity that occurred in July We therefore conclude that the fees that were accessed to the account were proper according the credit union’s fee schedule published on its website at https://www.superiorchoice.com/fee-schedule The management of this credit union apply fees consistently and therefore fairly to all members To be fair, the other members that have over-drafted may not have experienced all of the errors that we experienced I believe that we need to meet in the middle on this issue and will not be satisfied until we do I firmly believe that we are being treated unfairly and your actions are unethical If we were to meet in the middle, we would be satisfied Regards, [redacted]
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]
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 copied and pasted your response into this email with my response located below each paragraph.· The account agreement under which members and the credit union operates states the following: “You agree to exercise reasonable promptness in carefully examining your statement and reporting any errors or unauthorized withdrawal.”The records of the credit union indicate that the member was enrolled in electronic statement delivery (through online/mobile banking) and yet he had not logged into online banking since November of This being the case the member did not examine his bank statement since he did not log into online banking Bank statement review is critically important to account management as it accomplishes account balance and transaction monitoring· As I had stated in my complaint, I had called the call center to have someone help me reset my password and they were unable to help me I then got off work early and went into a branch at 4:50pm and the person who was able to help me was gone for the day I then took more time off of work, went into a branch again, and this time someone was there to help me I wrote down my email address (correctly) and the person helping me said they would reset my password Well, when I went to log in again after leaving the bank, I was unable to log in This employee who made a mistake with my email address likely made another mistake resetting my password Had this employee offered to have me try to log in while at the bank, I certainly would have done so I was not made aware of this option After trying repeatedly to access online banking, I was not able to get any further time off of work to go in and try to resolve the issue for a 4th time It should have been cleared up the first time I went into the branch Therefore, the argument that I did not access online banking is null and void in my mind, because I was not ABLE to access online banking It is also not required by law to have online banking, so I thought I would just do without I was not aware that my email address was incorrect at this time The credit union acknowledges the mistaken email address, however, the credit union is under no legal obligation to notify the member of an overdraft While this may be true, the reason we were given when our request was declined the first time was that you had been sending notifications to my email address This is why I received documentation showing you that my email address was written correctly and it was an error on your part Upon receiving that documentation, Superior Choice Credit Union then changed it's reason for not refunding my charges Our credit union does routinely notify members of insufficient funds by either regular mail or by email according to the member’s enrolled preference Since the member did not access online banking, the credit union staff had no way of knowing an error in the email address had occurred Had I been ABLE to access my online banking, after tries to fix it, I would have accessed it Since I could not access it, I did not know that you had mistakenly entered my email address eitherMembers are under obligation to notify the credit union of errors according to the account agreement The email address is displayed within the online banking platform· Online/mobile banking is a self-service platform whereby members can check their account balance as often as they like (i.edaily or multiple times daily) Furthermore, email addresses are not necessary for enrollment in and usage of online/mobile banking Correct, however, when I requested a refund I was told that the reason I could not receive one was that you had been sending my statements to my email address, when I then realized was incorrect The initial enrollment and/or a reset enrollment is accomplished with a temporary password issued by credit union staff · In addition to allowing frequent account monitoring, the online/mobile banking platform clearly shows the current registered email address (if any) which the member could have checked online for accuracy Once again, I made attempts and took time off of work to get my password reset One of your employees made an error and I could not log into my account after attempts I should not have to take more time off of work because your employees were unable to properly reset my password This is a training issue on the Credit Union's end Finally, with online/mobile banking access, the member could have self-enrolled in low-balance text alerts or email alerts If he had taken this action, the system would have displayed his email address during the enrollment process· That's great that this is an option, however, it is not legally required and I don't feel that not enrolling in this program was "mis-management" of my account in any way The fact is that your employees made errors, I was not receiving a statement from you and could not log into my online account I didn't understand what was going wrong and attempted to fix it Error after error occurred The member stated to credit union staff that he kept no transaction register Keeping a transaction register is key to avoiding insufficient funds when also used in conjunction with both online/mobile banking, prompt review of account statements and reconcilement of transaction registers to account statements I do keep a check register and my wife informed you of that I would encourage you to tape your phone conversations so you can go back and hear all of the different stories that we have been told The member has stated that he was frustrated with his attempts to login to online/mobile banking The credit union rebuts that we have computers available in our lobbies where we can assist members with online banking difficulties Credit Union staff routinely assist members with banking services each day and are happy to do so at no charge to the member Furthermore, some of our branches offer extended hours of operation in service to our membership· Had your employee (who made the mistake) told me this, I would have taken him/her up on his/her offer Regarding his ofor “Courtesy Payment” protection, the credit union followed regulatory protocols Verbal ofor “Courtesy Payment” is allowed under regulations Verbal is routinely used so that the members may continue to utilize their debit cards for transactions that would otherwise be insufficient funds transactions I do not remember opting into this program, and considering the issues I have had with this bank regarding the ethics of your policies, I doubt that I was made fully aware of what I was opting into From a customer stand-point, I would suggest you begin to do this in writing In summary, it is the credit union’s position that the member did not manage his account in a responsible manner He could have persisted to access online/mobile banking to a successful conclusion and monitored his account after that time I would say that attempts is enough on my end You could have properly trained your employees and these errors would not have been made In the absence of online/mobile banking he could have changed his election to paper statements which the credit union would have mailed to him He could have maintained a transaction register at a minimum and he could have telephoned our call center for an account balance each day Unfortunately none of these actions were taken by the member since November of through the date of insufficient funds activity that occurred in July We therefore conclude that the fees that were accessed to the account were proper according the credit union’s fee schedule published on its website at https://www.superiorchoice.com/fee-schedule The management of this credit union apply fees consistently and therefore fairly to all members To be fair, the other members that have over-drafted may not have experienced all of the errors that we experienced I believe that we need to meet in the middle on this issue and will not be satisfied until we do I firmly believe that we are being treated unfairly and your actions are unethical If we were to meet in the middle, we would be satisfied Regards, [redacted]
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]