Lake Breeze Estates, Inc.

We reached out to the member over the weekend. The matter has been resolved to the member's satisfaction according to email received from her.*** ***
***

We have reached an agreed upon settlement

Complaint: ***
I am rejecting this response because: ***, Sorry it’s taken a bit for me to get back with you - at this point I remain behind my complaint against Air Force Federal Credit Union I would like to point out that they have now released the title to the vehicle that was paid off so I can support closing that issue It certainly would have been helpful for AFFCU to maintain a consistent story and educate members on their processes. The issue about Fair Credit Reporting Act Violations remains - the response I received back was expected but unacceptable What they failed to disclose is that I requested verbally and via email that they cease contacting individuals external to and having no interests in our business dealings along with former employers Even after these requests AFFCU continued to contact external parties This practice is unacceptable and from my understanding of the law, illegal My complaint on this issue stands as before. Thank you for your time and assistance. *** ***

The member provided copies of identification at the time the account was opened. A few months later the member opened a checking account. The checking account was the recipient of the member's payroll deposit and subsequently withdrew the funds from the account. At no time during
the six month period that the member's payroll was deposited did she allege that she did not receive the benefit of those funds. Her story regarding the unauthorized opening of the account are inconsistent with the account's usage by her. Since she signed an agreement that required the review of the account activity and notice to be provided to the credit union regarding irregular activity in the account and no such communication was received we can only assume that the activity as reported is accurate. An attempt was made to contact the member on December 16, to make further inquiry and no response was received.If the member would provide other substantiation as to her claim we will be happy to review the situation further.Respectfully, *** * ***President/CEO

The consumer provided information that conflicted with documentation.The application had an address as the physical residence that was different from the address shown on the lease, and the lease expired December 22, 2013. The address on the drivers license conformed to the address on the
application but according to information secured from a trusted third party authentication company, the address on the application was the address of a packaging company and not a residence.When we have information such as this, we have higher degree of verification that is required. A copy of a utility bill with the address of service being shown being the same as a physical residence that is verifiable.While a cell phone is a form of utility, it does not necessarily show a location of service being provided. As a matter of practice we require a utility such as electricity, gas or water service to be the form of utility bills we may accept. The address shown on the bank statement did not match the application for physical address and the date on the statement is almost nine months old.For alternative documentation to be acceptable it must be the latest form of communication available, usually not more days old.The consumer has options. They may provide current supporting documentation that matches the information provided on the membership application, or we will return the funds that are held in suspense pending receipt of the documentation. If the consumer has not provided the requested documentation in a form acceptable to us by close of business 9/22/16, we will automatically initiate a return of the $unless requested to do so earlier by the consumer. In either case the return of the funds will be made by US Mail to the address on the application

Complaint: ***
I am rejecting this response because: that's a cop out and excuse
Regards,
*** ***

The member is intertwining two unrelated matters.On one share account the member has filed multiple claims of fraudulent activity.In the instances where the member provided all the required documentation to receive credit for the transactions, he has been credited into that account.There were claims
made for other transactions and from February through May, we sought to receive documentation on those transactions.One June 2, 2015, a letter was sent to the member stating that because of failure to provide the requested documentation, the claims were being closedOn a second share account, the balance went negative and the negative balance was subsequently charged against Losses.No transactions associated with this separate share account have ever been the subject of any dispute or claim by the member.It is this share account on which the member is saying we are mishandling claims, but we have no claims.On October 5, we received a letter from the member and he is now saying that he did not open the account relationship. He filed a report with the Fort Worth Police on October 3, of Identity Theft. He supplied copies of his ID with this letter. He alleges now that the relationship was opened by someone other than himself. Our records indicate the following:On the date the account relationship was established, it was done so in person at one of our branches. The identification documentation provided is the same identification provided with his letter of October 5, 2015. At the time the account was opened, we with his knowledge took his photograph and appended that image as part of his record. The image matches the identification supplied at the time of the account opening and the document he claims in his communication of October 5, as being his valid identity documents.If the member desires to dispute the transactions posted to his account, he must follow the procedures outlined in our Regulation E disclosure that is a part of his periodic statements. If he does not have a copy of those statements, he may access them through the home banking access established at the time of his account opening and which is validated as being used by him in correspondence supporting his earlier disputed transactions.We find that we have complied fully with all regulations concerning his disputed claims where he has provided the required documentation and have credited his share account (noted in bullet point above). We find that we have complied fully with the Fair Credit Reporting Act based upon the documentation the member has provided us
Should the member desire a further dialog on resolution we remain ready to discuss the situation and find resolution, if possible
Respectfully,
*** ** ***
President?CEO

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,
*** ***

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,
*** ***

As asserted in our former response, at no time did we violate any regulation, rule or law in our efforts to find ways to communicate with our member.  Inquiry was made to those we had reason to believe may be in contact with the member and might provide us that information.  If the member will provide us information and keep it current at all times as to how we may reach him to service his account, we will have no need to try to find him using alternate methods.Respectfully,[redacted]. [redacted]President/CEOAir Force Federal Credit Union

I personally spoke with the consumer this morning and I reviewed with him the results of my research.  There appears to be inconsistency in what various offices of the DMV will accept for the type of collateral provided for registration.  He was unaware that the collateral had been...

registered which it has.  The local DMV office told us that they would accept less information as the collateral was not to be on the highway but parked, but the type of registration obtained would not provide for the issuance of tags of any kind.  He received conflicting information from his DMV office.When I ended my conversation with him he was satisfied with the title issue.We are researching further the personnel complaint and I assured that we would address that.He indicated that the matter was closed. [redacted]
President/CEO

Complaint: [redacted]
I am rejecting this response because: I submitted identity documentation (in 2015), and I have corroborating emails.  In addition, I passed multiple identity-verification checks (by successfully answering numerous questions derived from CRA databases). At this time, I'm demanding that my accounts be closed, and that a check for the balances (totaling $1k) be sent to my [redacted] address.  (That's the same address that AFFCU has on file, and the same address that's on my California driver's license). Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They have not proivded me requested documents a request by law.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: AFFCU accepted an electronic signature from me to open my accounts.  So AFFCU should accept either an electronic method for account closure.  Requiring a "wet" signature is ridiculous.  Please show that I was ultimately dissatisfied with business's response.
Regards,
[redacted]

We would like to respond to the member's request but our process is clear.  A wet signature is required for account closure. Upon receipt of the same, we will process the request. Respectfully,[redacted]President and Chief Executive Officer

We have spoken with the member.  There was a misunderstanding.  We have refunded the fee and apologized.
[redacted]
President/CEO

Hi Revdex.com,This complaint has since been resolved and should be retracted, deleted immediately and/or updated as resolved to the utmost satisfaction of the consumer.Many thanks in advance for your prompt response to this matter.With kind regards,[redacted]

The member has not communicated directly with the credit union since September 2015 though additional identity documentation was requested on October 7,2015.  Our procedures require members which desire to close their accounts to do so in writing, providing a wet signature.  If the member...

will provide a request in that format and promptly supply any follow-up documentation, such as identity documentation, we will promptly comply with the request of this or any other member.  Respectfully,[redacted]President and Chief Executive Officer

The member now states that he never had an account with us.  He claims to have secured the services of legal counsel and we have been unable to verify the authenticity of the identity of the individual from whom he claims to have secured legal services. 
Due to our potential referral of this matter to law enforcement agencies, we are unable to comment further on this complaint.
Respectfully,
[redacted]
President/CEO