Our Consumer Lending Manager contacted the member on 08/19/15, acknowledged receipt of her complaint and thanked her for taking time to provide feedbackThe Consumer Lending Manager assured the member that her concerns regarding the branch experience had been shared with the respective Branch Manager and explained the voluntary GAP waiver While investigating the complaint, we determined the member had elected the voluntary GAP waiver on several different auto loans from November of to December of While the GAP waiver is not insurance, we explained it works similarly to insurance in that it provides a level of coverage against loss and is non-refundable after days The member indicated she was not satisfied with the explanation so the Consumer Lending Manager provided a copy of her signed GAP waiver addendum via email The member’s desired settlement requests that we refund the premium for two GAP waivers; however, the member had coverage on her vehicles and was protected against loss from December 5th, 2013, to July 24th, 2015,on one loan and from December 7th, 2013, to July 8th, 2015, on the second vehicle Based on the signed disclosures provided to the member, the GAP waiver is voluntary and premiums are non-refundable after days We trust the member accepts this response and is willing to close her complaint
Complaint: [redacted] I am rejecting this response because I know of the insufficient fundsI was not going to wait for ufcu to take their time to respondOne the person who attended me didn't mention that there was a high call volumeIf she would of stated that then it would have been a different outcomeI will be seeking legal action nextIt took more than days to get a callThat call wasnt made because of this complaint, I have yet received a call with an apology from the treatment received by your call center employeesIf the recorded calls were heard I would assume a manager would agree it was unprofessionalThe fact that this is ok with this business is a disgraceAgain I will seek legl action and I demand copies of the recorded calls
Revdex.com: Complaint was create BEFORE speaking with the best the second timeI appreciate the gesture courtesy credit 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]
Complaint: [redacted] I am rejecting this response because: UFCU claims to have called and emailed me numerous times, however, fact is that UFCU has only called me once throughout the life of this loan Call was made in November to inform me that I had accrued late fees UFCU states that by law I am entitled to obtain loan information, with the exception of having on line access to the loan I have had and have full access to all information relating to the loan I’m jointly responsible for, yet UFCU has refused at all times, every single time I called UFCU, to provide me with account information UFCU has told me time and time again that no information could be released to me since I was not the primary account holder I was able to obtain loan balance information only when I provided UFCU with a copy of the final decree of divorce I just learned by UFCU’s response that they “cross collaterization” my rv loan for the two other “depository” loans without my knowledge and like UFCU states “I am not signed on” UFCU never provided me with “privacy issues/laws” nor “other specific information relating to the loan I was jointly responsible for” Why did UFCU never inform me about this HUGE detail years ago? Had that HUGE detail been disclosed to me I would have, at that time, handled this loan differently.UFCU also states that a final decree does not override or change a legally binding contract or agreement I at no time was trying to change the loan granted to me during divorce As a matter of fact, I was only wanting to obtain information so that I could know status of my loan I’m sure records show that I made every single payment and then some last minute “late charges accrued”.Lastly, UFCU, NEVER EVER tried to direct me to the primary account holder to obtain loan specifics regarding “her account” I have never been interested on the primary account holders loans, just my loan, which I was signed on and I PAID IN FULL UFCU’s loan agreement with the primary account holder has never been my concern I have never dealt with any entity where they publish a letter full of liesI hope that UFCU truly understands my “frustration” since I fulfilled my obligation to the loan that I was signed on and agreed to Regards, [redacted]
Ms [redacted] financed her vehicle with UFCU on February 21, The amount of the purchase order for the vehicle was $19, She provided a down payment of $2, She then elected Mechanical Breakdown Protection (MBP) at a cost of $1,328.00, which brought the total amount financed to $19, Based on the loan conversation log, Ms [redacted] requested that her total payment not exceed $per month The financed term was months at an interest rate of 14.15% which calculates to a payment of $per month Ms [redacted] was making monthly payments on time but on March 23, 2015, Collateral Protection Insurance (CPI) in the amount of $2,was added to her loan balance due to her not providing a valid insurance policy on the vehicle She was however, credited a partial refund in the amount of $for providing documentation of coverage for a brief periodThe addition of the CPI increased her loan balance from $17,to $19,962.13, which was more than the amount originally financed Ms [redacted] missed a loan payment in April Her next payment was not made until May 15, 2016, putting her further behind her scheduled amortization payoff She missed additional payments in September of and November of All of the factors above leave a loan balance of $16,as of April 12,
Below is a recap of recorded calls between [redacted] and UFCUThe following requests were made and fulfilledDate Request from member Fulfilled by UFCU 06/15/Payment frequency changed from monthly to bi-weeklyStarting date July 14th, 28th and every other Friday after thatUFCU Servicer spoke with memberPayment frequency was changed from monthly to bi-weekly and the new payment amount was updated to $Sub-action was mailed to the member11/10/Payment frequency changed from bi-weekly to monthly payments being due on the 10th of each month Member asked that the change be reversed and she will call back and make the change before the end of the monthUFCU Servicer spoke with member and advised the member that the change was made but that the payment would be due that dayAdvised the member the new payment would be $Also advised the member that a partial payment in the amount of $had been made but the remaining amount of $would be needed to complete the payment for the month The payment frequency was changed back to bi-weekly and the payment amount updated to $ Response to desired settlement: At this time UFCU is unable to reverse the payment back to [redacted] due to insufficient funds in UFCU account to make the payment dueIn regards to the payments going back to monthly from bi-weekly, a UFCU loan servicer has contacted the member as of 11/30/and the payment frequency has been updated along with the payment amount In response to the interaction with “Rebecca” the following is a recap of the recorded phone conversation The transfers and call backs were verified through our IVR phone reporting systemThe member called in and spoke with a Member Service Representative on Tuesday 11/28/at 8:amThe member immediately asks for a manager to address a complaintThe Rep verifies the member and asks permission to place her on holdShe comes back on and states that the supervisor is on the other line and provides her the alternative of going into his voicemail or submitting her feedback via emailThe member insists on waitingThe Rep lets her know that unfortunately, that is not an option (due to call volumes) and she could not wait on hold indefinitelyThe Rep asked again if she can hold and places the member on another hold and comes back to advise that there are no managers available at this time and she will have to leave a voicemailThe rep tells the member she is transferring her to a Supervisor’s voicemail and proceeds to transfer the member to voicemailIt does not appear the member chose to leave a message
Complaint: [redacted] I am rejecting this response because: Regards,inwas in contact with UFCU the entire time I was in the hospital for weeks and out of work for monthsI asked if they needed me to provide information [redacted] told me that wouldn't be necessary This a direct violation of the fair debt collections actA substantianted medical hardship is not a default that can cause you to accelerate the loan especially when I extended the payment plan and stayed in CONSTANT contact [redacted]
When reviewing Ms [redacted] ’s account, we noticed that she had purchased two separate auto warranties One through UFCU and one through [redacted] When discussing this with her she chose to keep the warranty that was purchased through [redacted] Therefore, we have submitted a request with Route 66, our 3rd party Mechanical Breakdown Protection vendor, to refund the full amount she paid for the warranty through UFCU in the amount of $1,We have received verbal confirmation from Route that they will accommodate this requestOnce the $1,refund is received, it will be applied to Ms [redacted] 's principal loan balanceOur consumer lending sales manager will follwith Ms [redacted] in days to assure that all has been completed as she understood it would be.At this time, Ms [redacted] appears to be happy with the resolution
Complaint:
I am rejecting this response because:I have disputed the validity with the credit bureau (Experian) on occasions I have also called the UFCU collections department and spoken to a representative to verify the dates that I have The person I spoke with confirmed my last date of payment (May 2009), the date of first delinquency (August 2009) and the date of charge off (October 2009), and he instructed me to "wait it out" for the dispute process to be completed Again, the information on this account being reported to the credit bureau (Experian) by UFCU is incorrect and my disputes through the credit bureau have not had the account information corrected Please let me know if there is someone specific at UFCO I can speak with regarding this issue
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,
*** ***
Our Manager of Collections, *** ***, has reviewed Ms***’s account and her credit report and has found no inaccuracies in what is being reported. If Ms*** would like to provide Mr*** with a copy of whatever documentation it is she is referring to he
will be glad to review it. We show no record of having any direct contact with or from Ms*** since July 2011. Contrary to Ms***’s comments in the complaint and in her desired settlement, until this complaint was received we had no valid way of contacting her. *** *** will be contacting Ms*** and will work directly with her in an attempt to resolve any issues she may have. However, we are obligated to report true and accurate information to credit bureaus. As a result, I cannot guarantee that all of the issues she states can or will be resolved to her satisfaction
Below is a recap of recorded calls between *** *** and UFCUThe following requests were made and fulfilledDate Request from member Fulfilled by UFCU 06/15/Payment frequency changed from monthly to bi-weeklyStarting date July 14th, 28th and every other Friday
after thatUFCU Servicer spoke with memberPayment frequency was changed from monthly to bi-weekly and the new payment amount was updated to $Sub-action was mailed to the member11/10/Payment frequency changed from bi-weekly to monthly payments being due on the 10th of each month Member asked that the change be reversed and she will call back and make the change before the end of the monthUFCU Servicer spoke with member and advised the member that the change was made but that the payment would be due that dayAdvised the member the new payment would be $Also advised the member that a partial payment in the amount of $had been made but the remaining amount of $would be needed to complete the payment for the month The payment frequency was changed back to bi-weekly and the payment amount updated to $ Response to desired settlement: At this time UFCU is unable to reverse the payment back to *** *** due to insufficient funds in UFCU account to make the payment dueIn regards to the payments going back to monthly from bi-weekly, a UFCU loan servicer has contacted the member as of 11/30/and the payment frequency has been updated along with the payment amount. In response to the interaction with “Rebecca” the following is a recap of the recorded phone conversation. The transfers and call backs were verified through our IVR phone reporting systemThe member called in and spoke with a Member Service Representative on Tuesday 11/28/at 8:amThe member immediately asks for a manager to address a complaintThe Rep verifies the member and asks permission to place her on holdShe comes back on and states that the supervisor is on the other line and provides her the alternative of going into his voicemail or submitting her feedback via emailThe member insists on waitingThe Rep lets her know that unfortunately, that is not an option (due to call volumes) and she could not wait on hold indefinitelyThe Rep asked again if she can hold and places the member on another hold and comes back to advise that there are no managers available at this time and she will have to leave a voicemailThe rep tells the member she is transferring her to a Supervisor’s voicemail and proceeds to transfer the member to voicemailIt does not appear the member chose to leave a message
Our Consumer Lending Manager contacted the member on 08/19/15, acknowledged receipt of her complaint and thanked her for taking time to provide feedbackThe Consumer Lending Manager assured the member that her concerns regarding the branch experience had been shared with the
respective Branch Manager and explained the voluntary GAP waiver. While investigating the complaint, we determined the member had elected the voluntary GAP waiver on several different auto loans from November of to December of 2013. While the GAP waiver is not insurance, we explained it works similarly to insurance in that it provides a level of coverage against loss and is non-refundable after 60 days. The member indicated she was not satisfied with the explanation so the Consumer Lending Manager provided a copy of her signed GAP waiver addendum via email. The member’s desired settlement requests that we refund the premium for two GAP waivers; however, the member had coverage on her vehicles and was protected against loss from December 5th, 2013, to July 24th, 2015,on one loan and from December 7th, 2013, to July 8th, 2015, on the second vehicle. Based on the signed disclosures provided to the member, the GAP waiver is voluntary and premiums are non-refundable after days. We trust the member accepts this response and is willing to close her complaint
Complaint: ***
I am rejecting this response because: UFCU claims to have called and emailed me numerous times, however, fact is that UFCU has only called me once throughout the life of this loan. Call was made in November 2015 to inform me that I had accrued late fees. UFCU states that by law I am entitled to obtain loan information, with the exception of having on line access to the loan I have had and have full access to all information relating to the loan I’m jointly responsible for, yet UFCU has refused at all times, every single time I called UFCU, to provide me with account information. UFCU has told me time and time again that no information could be released to me since I was not the primary account holder. I was able to obtain loan balance information only when I provided UFCU with a copy of the final decree of divorce. I just learned by UFCU’s response that they “cross collaterization” my rv loan for the two other “depository” loans without my knowledge and like UFCU states “I am not signed on”. UFCU never provided me with “privacy issues/laws” nor “other specific information relating to the loan I was jointly responsible for”. Why did UFCU never inform me about this HUGE detail years ago? Had that HUGE detail been disclosed to me I would have, at that time, handled this loan differently.UFCU also states that a final decree does not override or change a legally binding contract or agreement. I at no time was trying to change the loan granted to me during divorce. As a matter of fact, I was only wanting to obtain information so that I could know status of my loan. I’m sure records show that I made every single payment and then some last minute “late charges accrued”.Lastly, UFCU, NEVER EVER tried to direct me to the primary account holder to obtain loan specifics regarding “her account”. I have never been interested on the primary account holders loans, just my loan, which I was signed on and I PAID IN FULL. UFCU’s loan agreement with the primary account holder has never been my concern. I have never dealt with any entity where they publish a letter full of liesI hope that UFCU truly understands my “frustration” since I fulfilled my obligation to the loan that I was signed on and agreed to
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I MAINTAIN that the business practices of the individuals employed by this bank are unethicalThe terms of a loan should be thoroughly explained to the consumer before an agreement is madeI asked for a ink signed copy of my loan documents to be sent to meI only received a copy of electronic documentsIf I signed a contract in ink why then would I be asked to sign anything via email? I believe this is confusing and leaves room for error from either sideI purchased my car on February 21, Some of the documents sent to me have a date of Feb 18, on them and others have a date of February 21, I bought the car in February and didn’t have to make a payment for days so I made my first payment in April of Both the pay statements I reviewed in my account history, and documents emailed to me show a payment statement for March of I did not make a payment in MarchThis further supports my claim that these documents have been manipulatedWhen I made my complaint over the phone and spoke to a Rep named *** and with *** *** they both stated that it was true that I paid at least $10,in interest to the bank (UFCU) to which I stated how is the bank getting paid more that the seller? On the attached documents you’ll see that they reflect $11,being paid to ***So which business is truly getting all that interest? Also there is a beginning loan statement that states I will pay $in interest over the course of this loanAnother shows I will pay $11,This information is all inconsistent. I was told on recorded calls that by paying my loan off early I will pay off the interest fasterI was told that every dollar I pay over the monthly car payment goes toward interest and I won’t end up paying for my car two times overThis information is misleading as the interest for this loan is front loaded AND is already worked into each loan paymentI spoke with Mr*** who agreed to return the monies from the warranty I bought since I had twoI thought this refund had happened already because of a conversation I had at the end of last year where I was told about the double warrantiesMr*** is overzealous to state that I am happy with the refund of about $As I told him, I am very unhappy with the end result and their unwillingness to acknowledge that I was given misleading information from the very beginning
Regards,
*** ***
The cardholder’s request to send her dispute to VISA was not completed. The cardholder gave her card and PIN to another individual, which violates VISA Rules UFCU has no liability to refund transactions conducted by the individual who was given the card and PINHowever, the cardholder
was contacted by a UFCU executive. There was discussion about the event surrounding use of the card, and disclosure of a PIN. It also became clear the cardholder had additional liabilities incurred by the third party and not related to UFCUUFCU chose to refund approximately one half of the losses as a gesture of kindness. At the time of the telephone call, the cardholder was satisfied with the refund
*** *** performed her cash deposit transaction at 7:04pm at ATM ***, situated at the UFCU North Guadalupe location. The transaction could not be completed due to an issue with the ATM. A technician was dispatched to investigate and determined the cause of the fault to be the
folded bills from Ms***. The amount of cash recovered was $(3x $20s, 2x $10s, 4x $5s, 18x $1s) Ms*** visited the North Guadalupe Branch the next morning where she filed her dispute for $and was given provisional credit for said amountAs of Friday, September 22, 2017, Ms***'s deposit of $has been processed and she has full access to the funds. At this time, UFCU has met the members’ need in providing the funds required and in following regulatory guidelines
In response
to Ms*** complaint, a thorough investigation was performed which included
listening to all relevant phone calls and reviewing any information that may
have been presented to Ms*** by UFCU or the third party collection agency
involved with this transaction
Following
are our findings:Ms***
was properly informed and instructed at all points during this entire
transaction as to how the process would work and does work. At no time did any employee of UFCU mislead
or present confusing information to her in reference to the process surrounding
settling her account with us. While
discussions about UFCU producing a letter for her on UFCU letterhead did happen
on several occasions, at no time did any UFCU employee offer to provide this
type of letter. We did agree to speak
directly with whatever businesses she gave us permission to speak to. We also agreed to verify the settlement
directly with any of those businesses. Our records reflect we have never received a phone call or inquiry from
any businesses regarding her account(s). A physical
receipt from UFCU cannot be produced until the funds are physically received by
UFCU and physically posted to her account. Once the funds are received a receipt will be produced.UFCU employees did not at any time during phone calls act or treat Ms***
unprofessional or “talk down” to her Each
call that was reviewed clearly reflects the efforts that each employee took in
an attempt to provide answers and assist her in a respectful and professional
manner.To be clear
UFCU does not employ or offer any type of “Rapid Rescoring” nor did we charge
any amount for this type of service. This is a comment about and a service Ms*** received from another
business. UFCU does not charge members
for properly reporting or updating credit reporting information.Ms***
did in fact receive evidence of her payment and evidence of the settlement via
a letter provided to her by the third party collection agency. This correspondence is dated October 9th and Ms*** indicated that she received it on or before October 13th during a conversation with one of our employees. The
correspondence clearly states that the third party agency was working on behalf
of UFCU and that the accounts with UFCU have been settled as agreed. This letter does and should serve as official
notification that the funds were in fact received and that the accounts have
been settled. If requested we would be
glad to submit the letter itself for review.In addition, I, *** ***, Collections Manager,
spoke directly with Ms*** on October 28th. I felt we came to a satisfactory agreement
to resolve any issues in regard to her account or this complaint. If I
misunderstood this, Ms*** is welcome to contact me directly and I will be glad to attempt to assist her. In addition, as of October 26, 2015, UFCU has
submitted an update to all three credit bureaus through eoscar for the specific
purpose of updating these trade lines
University Federal Credit Union
is a cooperative, not- for- profit member owned financial organization. As such we do not have customers we have
members. Members are expected to
participate in a positive way for the financial wellbeing of all members. Part of those expectations
is for members to
handle their accounts in a positive way and not place the financial burden of a
loss on the membership at large. As a
result, the Board approved a policy that in part reads: “While
the Credit Union makes every possible effort to work with our membership, if a
member shows the intent or causes the Credit Union to incur a loss for any
reason that member is no longer eligible for our services. This includes
but is not limited to future loans, checking account, debit/ATM card, wire
transfers and money orders.” All members are treated equally. UFCU is NOT attempting to collect any debt from MrPhilp. We are also following all pertinent laws as
they may pertain to credit reporting and Mr***’ account. This is a choice for Mr*** to make as to whether he wishes to be a
full service member or not. If he cannot
or does not wish to repay any loss that was incurred by the Credit Union that
is his decision to make. However, if he
chooses not to repay the loss, he will not have access to any of the Credit
Union’s services. This is what we
attempted to explain to him during our last contact with him. Regardless of his decision, UFCU is NOT and will
NOT pursue any collection action against him.If Mr*** wishes to have an accounting for any funds owed, he is
welcome to contact me directly and request such. We will be glad to offer that to him. However, it should be pointed out that an
accounting for any funds owed has already been provided to him via account
statements, loan documents and notices sent from third parties at the time any
loss was incurred. As a result there may
be a nominal fee(s) associated with providing copies of these same statements
and documents as well as for performing any necessary research.Kevin HuteUFCU*** ***
*** *** ***
***
Complaint: ***
I am rejecting this response because: I appreciate their response after years of attempting to contact them with no response from UFCU until I filed a Revdex.com complaintI don't feel that it's acceptable that a business continues to lie about their customerTo state that they had no contact from me, yet UFCU acknowledged they received my letters and phone calls from me is the exact reason they deserve a poor ratingI have yet to receive any response from UFCU even after their response last weekI am tired of their lies, poor practice, and continued failure at customer serviceThey have continued to send incorrect data to the credit bureausI have been more than patient in attempting to resolve these matters over these years, I want these matters resolved ASAP
Our Consumer Lending Manager contacted the member on 08/19/15, acknowledged receipt of her complaint and thanked her for taking time to provide feedbackThe Consumer Lending Manager assured the member that her concerns regarding the branch experience had been shared with the respective Branch Manager and explained the voluntary GAP waiver While investigating the complaint, we determined the member had elected the voluntary GAP waiver on several different auto loans from November of to December of While the GAP waiver is not insurance, we explained it works similarly to insurance in that it provides a level of coverage against loss and is non-refundable after days The member indicated she was not satisfied with the explanation so the Consumer Lending Manager provided a copy of her signed GAP waiver addendum via email The member’s desired settlement requests that we refund the premium for two GAP waivers; however, the member had coverage on her vehicles and was protected against loss from December 5th, 2013, to July 24th, 2015,on one loan and from December 7th, 2013, to July 8th, 2015, on the second vehicle Based on the signed disclosures provided to the member, the GAP waiver is voluntary and premiums are non-refundable after days We trust the member accepts this response and is willing to close her complaint
Complaint: [redacted] I am rejecting this response because I know of the insufficient fundsI was not going to wait for ufcu to take their time to respondOne the person who attended me didn't mention that there was a high call volumeIf she would of stated that then it would have been a different outcomeI will be seeking legal action nextIt took more than days to get a callThat call wasnt made because of this complaint, I have yet received a call with an apology from the treatment received by your call center employeesIf the recorded calls were heard I would assume a manager would agree it was unprofessionalThe fact that this is ok with this business is a disgraceAgain I will seek legl action and I demand copies of the recorded calls
Revdex.com: Complaint was create BEFORE speaking with the best the second timeI appreciate the gesture courtesy credit 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]
Complaint: [redacted] I am rejecting this response because: UFCU claims to have called and emailed me numerous times, however, fact is that UFCU has only called me once throughout the life of this loan Call was made in November to inform me that I had accrued late fees UFCU states that by law I am entitled to obtain loan information, with the exception of having on line access to the loan I have had and have full access to all information relating to the loan I’m jointly responsible for, yet UFCU has refused at all times, every single time I called UFCU, to provide me with account information UFCU has told me time and time again that no information could be released to me since I was not the primary account holder I was able to obtain loan balance information only when I provided UFCU with a copy of the final decree of divorce I just learned by UFCU’s response that they “cross collaterization” my rv loan for the two other “depository” loans without my knowledge and like UFCU states “I am not signed on” UFCU never provided me with “privacy issues/laws” nor “other specific information relating to the loan I was jointly responsible for” Why did UFCU never inform me about this HUGE detail years ago? Had that HUGE detail been disclosed to me I would have, at that time, handled this loan differently.UFCU also states that a final decree does not override or change a legally binding contract or agreement I at no time was trying to change the loan granted to me during divorce As a matter of fact, I was only wanting to obtain information so that I could know status of my loan I’m sure records show that I made every single payment and then some last minute “late charges accrued”.Lastly, UFCU, NEVER EVER tried to direct me to the primary account holder to obtain loan specifics regarding “her account” I have never been interested on the primary account holders loans, just my loan, which I was signed on and I PAID IN FULL UFCU’s loan agreement with the primary account holder has never been my concern I have never dealt with any entity where they publish a letter full of liesI hope that UFCU truly understands my “frustration” since I fulfilled my obligation to the loan that I was signed on and agreed to Regards, [redacted]
Ms [redacted] financed her vehicle with UFCU on February 21, The amount of the purchase order for the vehicle was $19, She provided a down payment of $2, She then elected Mechanical Breakdown Protection (MBP) at a cost of $1,328.00, which brought the total amount financed to $19, Based on the loan conversation log, Ms [redacted] requested that her total payment not exceed $per month The financed term was months at an interest rate of 14.15% which calculates to a payment of $per month Ms [redacted] was making monthly payments on time but on March 23, 2015, Collateral Protection Insurance (CPI) in the amount of $2,was added to her loan balance due to her not providing a valid insurance policy on the vehicle She was however, credited a partial refund in the amount of $for providing documentation of coverage for a brief periodThe addition of the CPI increased her loan balance from $17,to $19,962.13, which was more than the amount originally financed Ms [redacted] missed a loan payment in April Her next payment was not made until May 15, 2016, putting her further behind her scheduled amortization payoff She missed additional payments in September of and November of All of the factors above leave a loan balance of $16,as of April 12,
Below is a recap of recorded calls between [redacted] and UFCUThe following requests were made and fulfilledDate Request from member Fulfilled by UFCU 06/15/Payment frequency changed from monthly to bi-weeklyStarting date July 14th, 28th and every other Friday after thatUFCU Servicer spoke with memberPayment frequency was changed from monthly to bi-weekly and the new payment amount was updated to $Sub-action was mailed to the member11/10/Payment frequency changed from bi-weekly to monthly payments being due on the 10th of each month Member asked that the change be reversed and she will call back and make the change before the end of the monthUFCU Servicer spoke with member and advised the member that the change was made but that the payment would be due that dayAdvised the member the new payment would be $Also advised the member that a partial payment in the amount of $had been made but the remaining amount of $would be needed to complete the payment for the month The payment frequency was changed back to bi-weekly and the payment amount updated to $ Response to desired settlement: At this time UFCU is unable to reverse the payment back to [redacted] due to insufficient funds in UFCU account to make the payment dueIn regards to the payments going back to monthly from bi-weekly, a UFCU loan servicer has contacted the member as of 11/30/and the payment frequency has been updated along with the payment amount In response to the interaction with “Rebecca” the following is a recap of the recorded phone conversation The transfers and call backs were verified through our IVR phone reporting systemThe member called in and spoke with a Member Service Representative on Tuesday 11/28/at 8:amThe member immediately asks for a manager to address a complaintThe Rep verifies the member and asks permission to place her on holdShe comes back on and states that the supervisor is on the other line and provides her the alternative of going into his voicemail or submitting her feedback via emailThe member insists on waitingThe Rep lets her know that unfortunately, that is not an option (due to call volumes) and she could not wait on hold indefinitelyThe Rep asked again if she can hold and places the member on another hold and comes back to advise that there are no managers available at this time and she will have to leave a voicemailThe rep tells the member she is transferring her to a Supervisor’s voicemail and proceeds to transfer the member to voicemailIt does not appear the member chose to leave a message
Complaint: [redacted] I am rejecting this response because: Regards,inwas in contact with UFCU the entire time I was in the hospital for weeks and out of work for monthsI asked if they needed me to provide information [redacted] told me that wouldn't be necessary This a direct violation of the fair debt collections actA substantianted medical hardship is not a default that can cause you to accelerate the loan especially when I extended the payment plan and stayed in CONSTANT contact [redacted]
When reviewing Ms [redacted] ’s account, we noticed that she had purchased two separate auto warranties One through UFCU and one through [redacted] When discussing this with her she chose to keep the warranty that was purchased through [redacted] Therefore, we have submitted a request with Route 66, our 3rd party Mechanical Breakdown Protection vendor, to refund the full amount she paid for the warranty through UFCU in the amount of $1,We have received verbal confirmation from Route that they will accommodate this requestOnce the $1,refund is received, it will be applied to Ms [redacted] 's principal loan balanceOur consumer lending sales manager will follwith Ms [redacted] in days to assure that all has been completed as she understood it would be.At this time, Ms [redacted] appears to be happy with the resolution
Complaint:
I am rejecting this response because:I have disputed the validity with the credit bureau (Experian) on occasions I have also called the UFCU collections department and spoken to a representative to verify the dates that I have The person I spoke with confirmed my last date of payment (May 2009), the date of first delinquency (August 2009) and the date of charge off (October 2009), and he instructed me to "wait it out" for the dispute process to be completed Again, the information on this account being reported to the credit bureau (Experian) by UFCU is incorrect and my disputes through the credit bureau have not had the account information corrected Please let me know if there is someone specific at UFCO I can speak with regarding this issue
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,
*** ***
Our Manager of Collections, *** ***, has reviewed Ms***’s account and her credit report and has found no inaccuracies in what is being reported. If Ms*** would like to provide Mr*** with a copy of whatever documentation it is she is referring to he
will be glad to review it. We show no record of having any direct contact with or from Ms*** since July 2011. Contrary to Ms***’s comments in the complaint and in her desired settlement, until this complaint was received we had no valid way of contacting her. *** *** will be contacting Ms*** and will work directly with her in an attempt to resolve any issues she may have. However, we are obligated to report true and accurate information to credit bureaus. As a result, I cannot guarantee that all of the issues she states can or will be resolved to her satisfaction
Below is a recap of recorded calls between *** *** and UFCUThe following requests were made and fulfilledDate Request from member Fulfilled by UFCU 06/15/Payment frequency changed from monthly to bi-weeklyStarting date July 14th, 28th and every other Friday
after thatUFCU Servicer spoke with memberPayment frequency was changed from monthly to bi-weekly and the new payment amount was updated to $Sub-action was mailed to the member11/10/Payment frequency changed from bi-weekly to monthly payments being due on the 10th of each month Member asked that the change be reversed and she will call back and make the change before the end of the monthUFCU Servicer spoke with member and advised the member that the change was made but that the payment would be due that dayAdvised the member the new payment would be $Also advised the member that a partial payment in the amount of $had been made but the remaining amount of $would be needed to complete the payment for the month The payment frequency was changed back to bi-weekly and the payment amount updated to $ Response to desired settlement: At this time UFCU is unable to reverse the payment back to *** *** due to insufficient funds in UFCU account to make the payment dueIn regards to the payments going back to monthly from bi-weekly, a UFCU loan servicer has contacted the member as of 11/30/and the payment frequency has been updated along with the payment amount. In response to the interaction with “Rebecca” the following is a recap of the recorded phone conversation. The transfers and call backs were verified through our IVR phone reporting systemThe member called in and spoke with a Member Service Representative on Tuesday 11/28/at 8:amThe member immediately asks for a manager to address a complaintThe Rep verifies the member and asks permission to place her on holdShe comes back on and states that the supervisor is on the other line and provides her the alternative of going into his voicemail or submitting her feedback via emailThe member insists on waitingThe Rep lets her know that unfortunately, that is not an option (due to call volumes) and she could not wait on hold indefinitelyThe Rep asked again if she can hold and places the member on another hold and comes back to advise that there are no managers available at this time and she will have to leave a voicemailThe rep tells the member she is transferring her to a Supervisor’s voicemail and proceeds to transfer the member to voicemailIt does not appear the member chose to leave a message
Our Consumer Lending Manager contacted the member on 08/19/15, acknowledged receipt of her complaint and thanked her for taking time to provide feedbackThe Consumer Lending Manager assured the member that her concerns regarding the branch experience had been shared with the
respective Branch Manager and explained the voluntary GAP waiver. While investigating the complaint, we determined the member had elected the voluntary GAP waiver on several different auto loans from November of to December of 2013. While the GAP waiver is not insurance, we explained it works similarly to insurance in that it provides a level of coverage against loss and is non-refundable after 60 days. The member indicated she was not satisfied with the explanation so the Consumer Lending Manager provided a copy of her signed GAP waiver addendum via email. The member’s desired settlement requests that we refund the premium for two GAP waivers; however, the member had coverage on her vehicles and was protected against loss from December 5th, 2013, to July 24th, 2015,on one loan and from December 7th, 2013, to July 8th, 2015, on the second vehicle. Based on the signed disclosures provided to the member, the GAP waiver is voluntary and premiums are non-refundable after days. We trust the member accepts this response and is willing to close her complaint
Complaint: ***
I am rejecting this response because: UFCU claims to have called and emailed me numerous times, however, fact is that UFCU has only called me once throughout the life of this loan. Call was made in November 2015 to inform me that I had accrued late fees. UFCU states that by law I am entitled to obtain loan information, with the exception of having on line access to the loan I have had and have full access to all information relating to the loan I’m jointly responsible for, yet UFCU has refused at all times, every single time I called UFCU, to provide me with account information. UFCU has told me time and time again that no information could be released to me since I was not the primary account holder. I was able to obtain loan balance information only when I provided UFCU with a copy of the final decree of divorce. I just learned by UFCU’s response that they “cross collaterization” my rv loan for the two other “depository” loans without my knowledge and like UFCU states “I am not signed on”. UFCU never provided me with “privacy issues/laws” nor “other specific information relating to the loan I was jointly responsible for”. Why did UFCU never inform me about this HUGE detail years ago? Had that HUGE detail been disclosed to me I would have, at that time, handled this loan differently.UFCU also states that a final decree does not override or change a legally binding contract or agreement. I at no time was trying to change the loan granted to me during divorce. As a matter of fact, I was only wanting to obtain information so that I could know status of my loan. I’m sure records show that I made every single payment and then some last minute “late charges accrued”.Lastly, UFCU, NEVER EVER tried to direct me to the primary account holder to obtain loan specifics regarding “her account”. I have never been interested on the primary account holders loans, just my loan, which I was signed on and I PAID IN FULL. UFCU’s loan agreement with the primary account holder has never been my concern. I have never dealt with any entity where they publish a letter full of liesI hope that UFCU truly understands my “frustration” since I fulfilled my obligation to the loan that I was signed on and agreed to
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I MAINTAIN that the business practices of the individuals employed by this bank are unethicalThe terms of a loan should be thoroughly explained to the consumer before an agreement is madeI asked for a ink signed copy of my loan documents to be sent to meI only received a copy of electronic documentsIf I signed a contract in ink why then would I be asked to sign anything via email? I believe this is confusing and leaves room for error from either sideI purchased my car on February 21, Some of the documents sent to me have a date of Feb 18, on them and others have a date of February 21, I bought the car in February and didn’t have to make a payment for days so I made my first payment in April of Both the pay statements I reviewed in my account history, and documents emailed to me show a payment statement for March of I did not make a payment in MarchThis further supports my claim that these documents have been manipulatedWhen I made my complaint over the phone and spoke to a Rep named *** and with *** *** they both stated that it was true that I paid at least $10,in interest to the bank (UFCU) to which I stated how is the bank getting paid more that the seller? On the attached documents you’ll see that they reflect $11,being paid to ***So which business is truly getting all that interest? Also there is a beginning loan statement that states I will pay $in interest over the course of this loanAnother shows I will pay $11,This information is all inconsistent. I was told on recorded calls that by paying my loan off early I will pay off the interest fasterI was told that every dollar I pay over the monthly car payment goes toward interest and I won’t end up paying for my car two times overThis information is misleading as the interest for this loan is front loaded AND is already worked into each loan paymentI spoke with Mr*** who agreed to return the monies from the warranty I bought since I had twoI thought this refund had happened already because of a conversation I had at the end of last year where I was told about the double warrantiesMr*** is overzealous to state that I am happy with the refund of about $As I told him, I am very unhappy with the end result and their unwillingness to acknowledge that I was given misleading information from the very beginning
Regards,
*** ***
The cardholder’s request to send her dispute to VISA was not completed. The cardholder gave her card and PIN to another individual, which violates VISA Rules UFCU has no liability to refund transactions conducted by the individual who was given the card and PINHowever, the cardholder
was contacted by a UFCU executive. There was discussion about the event surrounding use of the card, and disclosure of a PIN. It also became clear the cardholder had additional liabilities incurred by the third party and not related to UFCUUFCU chose to refund approximately one half of the losses as a gesture of kindness. At the time of the telephone call, the cardholder was satisfied with the refund
*** *** performed her cash deposit transaction at 7:04pm at ATM ***, situated at the UFCU North Guadalupe location. The transaction could not be completed due to an issue with the ATM. A technician was dispatched to investigate and determined the cause of the fault to be the
folded bills from Ms***. The amount of cash recovered was $(3x $20s, 2x $10s, 4x $5s, 18x $1s) Ms*** visited the North Guadalupe Branch the next morning where she filed her dispute for $and was given provisional credit for said amountAs of Friday, September 22, 2017, Ms***'s deposit of $has been processed and she has full access to the funds. At this time, UFCU has met the members’ need in providing the funds required and in following regulatory guidelines
In response
to Ms*** complaint, a thorough investigation was performed which included
listening to all relevant phone calls and reviewing any information that may
have been presented to Ms*** by UFCU or the third party collection agency
involved with this transaction
Following
are our findings:Ms***
was properly informed and instructed at all points during this entire
transaction as to how the process would work and does work. At no time did any employee of UFCU mislead
or present confusing information to her in reference to the process surrounding
settling her account with us. While
discussions about UFCU producing a letter for her on UFCU letterhead did happen
on several occasions, at no time did any UFCU employee offer to provide this
type of letter. We did agree to speak
directly with whatever businesses she gave us permission to speak to. We also agreed to verify the settlement
directly with any of those businesses. Our records reflect we have never received a phone call or inquiry from
any businesses regarding her account(s). A physical
receipt from UFCU cannot be produced until the funds are physically received by
UFCU and physically posted to her account. Once the funds are received a receipt will be produced.UFCU employees did not at any time during phone calls act or treat Ms***
unprofessional or “talk down” to her Each
call that was reviewed clearly reflects the efforts that each employee took in
an attempt to provide answers and assist her in a respectful and professional
manner.To be clear
UFCU does not employ or offer any type of “Rapid Rescoring” nor did we charge
any amount for this type of service. This is a comment about and a service Ms*** received from another
business. UFCU does not charge members
for properly reporting or updating credit reporting information.Ms***
did in fact receive evidence of her payment and evidence of the settlement via
a letter provided to her by the third party collection agency. This correspondence is dated October 9th and Ms*** indicated that she received it on or before October 13th during a conversation with one of our employees. The
correspondence clearly states that the third party agency was working on behalf
of UFCU and that the accounts with UFCU have been settled as agreed. This letter does and should serve as official
notification that the funds were in fact received and that the accounts have
been settled. If requested we would be
glad to submit the letter itself for review.In addition, I, *** ***, Collections Manager,
spoke directly with Ms*** on October 28th. I felt we came to a satisfactory agreement
to resolve any issues in regard to her account or this complaint. If I
misunderstood this, Ms*** is welcome to contact me directly and I will be glad to attempt to assist her. In addition, as of October 26, 2015, UFCU has
submitted an update to all three credit bureaus through eoscar for the specific
purpose of updating these trade lines
University Federal Credit Union
is a cooperative, not- for- profit member owned financial organization. As such we do not have customers we have
members. Members are expected to
participate in a positive way for the financial wellbeing of all members. Part of those expectations
is for members to
handle their accounts in a positive way and not place the financial burden of a
loss on the membership at large. As a
result, the Board approved a policy that in part reads: “While
the Credit Union makes every possible effort to work with our membership, if a
member shows the intent or causes the Credit Union to incur a loss for any
reason that member is no longer eligible for our services. This includes
but is not limited to future loans, checking account, debit/ATM card, wire
transfers and money orders.” All members are treated equally. UFCU is NOT attempting to collect any debt from MrPhilp. We are also following all pertinent laws as
they may pertain to credit reporting and Mr***’ account. This is a choice for Mr*** to make as to whether he wishes to be a
full service member or not. If he cannot
or does not wish to repay any loss that was incurred by the Credit Union that
is his decision to make. However, if he
chooses not to repay the loss, he will not have access to any of the Credit
Union’s services. This is what we
attempted to explain to him during our last contact with him. Regardless of his decision, UFCU is NOT and will
NOT pursue any collection action against him.If Mr*** wishes to have an accounting for any funds owed, he is
welcome to contact me directly and request such. We will be glad to offer that to him. However, it should be pointed out that an
accounting for any funds owed has already been provided to him via account
statements, loan documents and notices sent from third parties at the time any
loss was incurred. As a result there may
be a nominal fee(s) associated with providing copies of these same statements
and documents as well as for performing any necessary research.Kevin HuteUFCU*** ***
*** *** ***
***
Complaint: ***
I am rejecting this response because: I appreciate their response after years of attempting to contact them with no response from UFCU until I filed a Revdex.com complaintI don't feel that it's acceptable that a business continues to lie about their customerTo state that they had no contact from me, yet UFCU acknowledged they received my letters and phone calls from me is the exact reason they deserve a poor ratingI have yet to receive any response from UFCU even after their response last weekI am tired of their lies, poor practice, and continued failure at customer serviceThey have continued to send incorrect data to the credit bureausI have been more than patient in attempting to resolve these matters over these years, I want these matters resolved ASAP