Land of Lincoln Credit Union

To whom it may concern:While I feel bad for the [redacted] that [redacted] Bank charged them a 3% fee on this transaction, the Land of Lincoln Credit Union is not a merchant and we cannot perform debit card transactions any other way but by cash advanceThe Land of Lincoln Credit Union does not charge its members any fee for cash advances no do we charge a fee to perform cash advance transactions for individuals using other financial institutionsWe have no control over what other financial institutions charge their customers for different transactionsBy the same token, we can't be held responsible for what other financial institutions charge their customers.Sincerely, [redacted] VP OperationsLand of Lincoln Credit Union

When we originally spoke with the customer concerning this situation, we had audited the ATM and it balanced, so we had denied his request for the $We have now looked further into the case and don't have the support to say he actually received the $and we have acceptedThe customer's
financial institution has sent an adjustment for the $and we have accepted itThe customer's $should be back in his account at his financial institution at this timeWe apologize to the customer for his inconvenienceIf you have any questions, please feel free to call me at (217)875-ext1403.Sincerely,*** ***VP of OperationsLand of Lincoln Credit Union

Initial Business Response /* (1000, 11, 2015/10/09) */
I have investigated this case and found that our employee made a mistake in pulling a credit report on Ms***The employee was trying to decide whether or not to accept Ms***'s large check without a holdThe employee thought it
would be acceptable to pull the credit to make that decisionThe employee was not aware she had to ask Ms***'s approval to do thisI have reprimanded the employee and we will do a better job training all of our employees on this matterWe are in the process of removing the hard credit check from Ms***'s credit historyI apologize for our errorSincerely, *** ***, VP of Operations, Land of Lincoln Credit Union.::
Initial Consumer Rebuttal /* (2000, 13, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youI appreciate your help
Final Business Response /* (1000, 18, 2015/10/13) */
On September 17, 2015, *** *** came into one of our branch offices with a large checkOur employee was trying to see if she could allow the funds of the check to be released immediately and mistakenly thought she could pull a credit report to aid in her decisionOur employee was wrong to pull Ms***'s credit without her knowledge or approval and this employee has been reprimandedWe have also initiated the removal of the 9/17/credit check on Ms***'s credit profile with Trans UnionI sincerely apologize to Ms*** for our error

According to *** *** ***, Ms*** has two loans here that are currently delinquent. Ms*** had listed her mother as a reference on the loans and her mother was called in an attempt to contact Ms***. However, no account information for Ms
*** was ever given to her mother

Initial Business Response /* (1000, 5, 2016/02/12) */
Mr. [redacted] had two loans and a Visa credit card with the Land of Lincoln Credit Union (LLCU)at the time we received the check from the insurance company. All three were in a state of default. We followed policy which is spelled out in the...

loan and Visa disclosures signed by Mr. [redacted] when we made payments to his 2nd car loan and Visa with the remaining funds. The LLCU had the right to offset any default loan balances with the funds in all of Mr. [redacted]'s share and/or deposit accounts at the LLCU. I contacted our attorney and he assured us that we acted appropriately. In addition, Mr. [redacted] failed to include in his complaint that our President did indeed return his call the following day. As to Mr. [redacted]'s assertion that we closed access to his account, that is not correct. When Mr. [redacted] himself was attempting to access his home banking from a remote device, he answered one of the pass [redacted] incorrectly several times and that locked him out of home banking. When he called and spoke with our employee [redacted] she unlocked home banking for him and he once again was able to access his account.

I am rejecting this response because:
I knew my bank [redacted] had a fee to do cash advances and that is why I have never done one and never would have willingly.  I was never notified that Land of Lincoln ran their payments over the phone as cash advances or I would have not done it that way.  I would have sent a check in the mail.  I asked Roseanne how would a customer know that it was being ran as a cash advance and she said I wouldn't know.  All I know is that was Land of Lincolns responsibility  to let their customers know how it is being processed.  I gave my debit card over the phone to make a payment and assumed it was ran as a debit.  I have made several payments in the past to several other places and companies and it was never processed as  a cash advance fee.  That's not a common way to process payments so once again that was Land of Lincolns responsibility to let me know that they would be running it as a cash advance and there could be a fee with my bank [redacted].  The payment I made did not need to be paid that day, I just wanted to pay off our van loan so if they would of notified me of it  being ran as a cash advance, I would of not made that payment over the phone but by mail.  Why in the world would I choose to make a cash advance payment that would cost me $300?  Thanks

To whom it may concern:While I feel bad  for the [redacted] that [redacted] Bank charged them a 3% fee on this transaction, the Land of Lincoln Credit Union is not a merchant and we cannot perform debit card transactions any other way but by cash advance. The Land of Lincoln Credit Union does not...

charge its members any fee for cash advances no do we charge a fee to perform cash advance transactions for individuals using other financial institutions. We have no control over what other financial institutions charge their customers for different transactions. By the same token, we can't be held responsible for what other financial institutions charge their customers.Sincerely,[redacted] VP OperationsLand of Lincoln Credit Union