Complaint: ***
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 *** 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
*** ***
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 made.I 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 side.I 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, 2014.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 manipulated.When 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 payment.I 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,
*** ***
UFCU has a responsibility to report true and accurate information on all of members to the national credit bureaus. We take this responsibility very seriously. We will be glad to assist you with this credit report dispute, however the Revdex.com is not the proper forum to discuss or
dispute personal financial information that is reported on a credit report. The correct and prescribed methods to properly dispute information appearing on a credit report is to go directly to the credit reporting agency(s) and place a dispute with them or contact the Credit Union directly at *** *** or toll free at *** *** extension ***. You are also welcome to send the dispute in writing to University Federal Credit Union, *** *** *** *** ** *** Attention: Collection Department. Please note that we are required to verify your identify before we can discuss or release any information to you pertaining to this account. Again, we will be happy to assist you but would request you contact us directly or use the proper channels to dispute this item
Complaint: ***
I am rejecting this response because:Even though I received a call from *** *** from UFCU, I feel that Gap should be explained a little better in the beginning of conducting business I am still not satisfied and I did let her know my other concerns..
Regards,
*** ***
When reviewing Ms***’s account, we noticed that she had purchased two separate auto warranties. One through UFCU and one through ***. When discussing this with her she chose to keep the warranty that was purchased through ***. 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. ***'s principal loan balance. Our consumer lending sales manager will follwith Ms*** in days to assure that all has been completed as she understood it would be.At this time, Ms*** appears to be happy with the resolution
Member fell behind in her payments. Initially she promised to pay her obligations current by 8-25-2017. At the time those arrangements were made we did explain to Ms*** that her contract called for strict adherence to the terms of the agreement which called for payments to be
made on or before the due date until the loan was paid in fullMember did not pay as agreed on August 25th. Because the accounts had fallen even further behind and we were not able to contact our member and she was not contacting us, we sent a demand letter requesting all accounts be paid current within days of the date of the letter. The expiration date of that letter was 9-7-2017. When an account goes a specific number of days past due our operating system will put an automatic hold on some accounts and services that will prohibit the member from using those services until they cure any delinquency that exists. If an account goes further past due additional restrictions may be applied to the account. Because these accounts were past due and the member failed to pay as first agreed, those holds were placed on her account. As a result Ms*** member services were interruptedOn 9-6-our member did make an appearance at one of our branches. It was only at that time did we know and understand what her situation was and why. When we explained what had taken place and the demand letter had been sent she requested that we give her an extension of the letter deadline until 9-13-2017. Again because of her circumstances we agreed to extend the letter deadline until 9-13-2017. We also attempted to make it clear to the member that her services would be interrupted until her accounts were paid current. An ATM deposit was made to her account on 9-6-2017. However this was not enough to pay all obligations currentOn 9-12-member called and stated she was upset because her accounts had not been paid current. Prior to 9-12-when an automatic deposit was applied to her account, there were not enough funds in any of her accounts to pay all of her obligations current. We explained that to our member and using some of the funds that had just been deposited and with her permission we were able to pay all obligations current. Once all of the accounts were current all holds automatically or manually placed on her account were removed and her account was restored back to full servicesIn the best way we could we did attempt to explain to Ms*** what our expectations and her obligations were. We also attempted to work with her given her circumstances. Once her obligations were current all holds, messages or warnings pertaining to delinquency were removed from the account. Full services were restored on the same day her accounts were paid current as we originally agreed to and attempted to explain to her. All UFCU employees involved in this matter followed all internal policies and procedures correctly. All UFCU employees involved followed any and all laws pertaining to all of these transactions including the FDCPA and truth in lending. No UFCU employees acted dishonestly, immorally or illegally
Complaint: ***
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
The Credit Union apologizes for any miscommunication or lack of communication that have may occurred. We have talked directly with Ms*** and have resolved her concerns
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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because: This is not the lease term that I agreed toI asked UFCU to send me the original loan document that I signedInstead they sent me a docusign document with a digital signature and asked me to sign it and to accept docusign as an acceptable form of signatureThey should have a verbal log of me stating I wanted my payments under $and a five year termNothing else was specified besides the term and a payment no more than $per monthI asked to speak with the loan officer I worked with when I purchased this car and she coincidentally does not work there anymoreIf what they suggest is accurate, it seems like she talked to me about one thing and at some point did the old switcharoo with the paper workI did the math with *** over the phone on Friday April 14th around 5:pm (CST)*** stated several times that this is a simple interest loan and when all the figures were paid out by the formula UFCU uses for auto loans the math doesn't add upWe didn't even factor in the $down payment I madeNo one ever showed me a document stating I would pay the bank nearly the exact same amount ( nearly $18000)as what the car cost (over $19000) This shows gross neglect on the financial institutions partTwo years ago I called in to question the terms of this loan and the fact that my payments weren't reflecting what I agreed to and I knew this because my principle was not going downI was then told for the first time that I had signed up for a year termI was shocked!! That is not something I would ever doI had a car at the time that I paid for and a Honda I had paid off so this was not my first time buying a carIm still waiting for the original documents to be sent to meThe representative I spoke with on April 14th said I would pay this car off in Nov which is longer than monthsThe next rep said it would be paid off in sept 2023!!! Thats 8-years of paying off a car!! I've paid over 13,on a purchaseThats when we did the math and found that I've been paying compound interest, thats interest on the interest of this loan
The account in question is a joint account (for the depository accounts) with *** *** being the primary account holder and Jose Ybarra being the joint owner. There are multiple loan accounts under this account number. Of which, only one loan is *** *** actually and legally
signed on as being jointly responsible for the debt/loan. In accordance with the laws surrounding privacy the only loan *** *** is legally able to obtain information about, without the express written permission from the primary *** ***, is the one loan which he is signed on. Divorce decrees do NOT override or otherwise change or alter laws pertaining to privacy. Divorce decrees also do NOT override or change a legally binding contract or agreementAt no time did UFCU withhold or refuse to offer any information to *** *** in reference to the one loan he is legally obligated on. Our records reflect there have been multiple conversations and exchanges of emails where UFCU provided specific information to *** *** about the effect or impact (or lack thereof) of divorce decrees in this situation. In addition there were also multiple conversations with *** *** where UFCU explained what options where available to him in an attempt to assist him to resolve the issues/questions he hadUFCU loan contracts do provide for what is commonly referred to as “cross collateralization”. Put simply, this means that any piece of collateral that is pledged as security for one loan does and can be used to secure and act as collateral for any and all other obligations owed to the Credit UnionWe have attempted, on more than several occasions, to direct *** *** to the primary account holder to obtain either written permission to discuss her financial specifics with UFCU with him or to ask her directly about any situation that might impact the loan he is responsible for. If *** *** would have opted to contact the primary account holder he may have been able to resolve any issues in reference to the information he was/is attempting to obtain. These are still his only options to obtain any information pertaining to any of the loans under this account number which he is not directly signed onOur records reflect multiple contacts by phone and email over at least a three year period where UFCU offered specific information pertaining to the payoff of the loan in question, payments, due dates, cross collateralization, privacy issues/laws, divorce decrees as well as other specific information relating to the loan he is jointly responsible for. With the exception of having on line access to the loan *** *** had and has full access to all information relating to the loan he is jointly responsible for. As such any late fees accrued on the loan were not due to or impacted by any action the Credit Union did or did not take. They were assessed as a direct result of payment(s) being made to the loan more than days after the due date per our contract. As such the Credit Union will not offer to refund any late fees at this timeWhile I do understand this situation may be frustrating to *** ***. UFCU has an obligation to operate under the laws and contracts that govern it. As such we cannot provide the relief *** *** is specifically requesting at this time
Ms*** 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 $19,253.74. Based on the loan conversation log, Ms*** 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*** 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*** 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,
UFCU did not have a need to refund a fee to the member’s account based on the letter provided. See attached letter stating that Progressive would be refunding the fee Ms*** requested be refunded During a phone conversation with Supervisor *** ***, Ms*** was
advised we have already refunded an exceptional amount of fees as a courtesy. The member stated she wanted to expedite the refund process and could not wait the 3-days for Progressive to refund the fees. *** advised she would make an exception to refund the fee and credit her account immediately if the member provided a letter from the merchant, Progressive stating an error had occurred and asking us to waive the fees on their behalf as an exception. The member provided the attached letter via email. The letter written by a Progressive representative stated they are reimbursing her for the fee charged as of May 2, 2017. Consequently, a refund from the Credit Union was no longer necessary as Progressive has stated they are resolving the issue on their end. The Member called again and spoke to Supervisor *** ***, *** *** contacted the member in an attempt to get a revised letter stating Progressive would like us to waive the fee. During that discussion, she apologized for any miscommunication the member may have had and stated that Progressive was refunding the fee and the fee would be refunded twice if did University Federal Credit Union refunded it too. The member was unwilling to provide the information requested and disconnected the call. As of May 3, Progressive refunded the fee to the members account as they stated they would so there is no refund due to Ms*** from University Federal Credit Union. Thank you
Complaint: ***
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 *** 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
*** ***
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 made.I 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 side.I 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, 2014.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 manipulated.When 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 payment.I 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,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
The member should have been credited the $fee that was charged to his account and we overlooked it. His account has now been credited
UFCU has a responsibility to report true and accurate information on all of members to the national credit bureaus. We take this responsibility very seriously. We will be glad to assist you with this credit report dispute, however the Revdex.com is not the proper forum to discuss or
dispute personal financial information that is reported on a credit report. The correct and prescribed methods to properly dispute information appearing on a credit report is to go directly to the credit reporting agency(s) and place a dispute with them or contact the Credit Union directly at *** *** or toll free at *** *** extension ***. You are also welcome to send the dispute in writing to University Federal Credit Union, *** *** *** *** ** *** Attention: Collection Department. Please note that we are required to verify your identify before we can discuss or release any information to you pertaining to this account. Again, we will be happy to assist you but would request you contact us directly or use the proper channels to dispute this item
Complaint: ***
I am rejecting this response because:Even though I received a call from *** *** from UFCU, I feel that Gap should be explained a little better in the beginning of conducting business I am still not satisfied and I did let her know my other concerns..
Regards,
*** ***
When reviewing Ms***’s account, we noticed that she had purchased two separate auto warranties. One through UFCU and one through ***. When discussing this with her she chose to keep the warranty that was purchased through ***. 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. ***'s principal loan balance. Our consumer lending sales manager will follwith Ms*** in days to assure that all has been completed as she understood it would be.At this time, Ms*** appears to be happy with the resolution
Member fell behind in her payments. Initially she promised to pay her obligations current by 8-25-2017. At the time those arrangements were made we did explain to Ms*** that her contract called for strict adherence to the terms of the agreement which called for payments to be
made on or before the due date until the loan was paid in fullMember did not pay as agreed on August 25th. Because the accounts had fallen even further behind and we were not able to contact our member and she was not contacting us, we sent a demand letter requesting all accounts be paid current within days of the date of the letter. The expiration date of that letter was 9-7-2017. When an account goes a specific number of days past due our operating system will put an automatic hold on some accounts and services that will prohibit the member from using those services until they cure any delinquency that exists. If an account goes further past due additional restrictions may be applied to the account. Because these accounts were past due and the member failed to pay as first agreed, those holds were placed on her account. As a result Ms*** member services were interruptedOn 9-6-our member did make an appearance at one of our branches. It was only at that time did we know and understand what her situation was and why. When we explained what had taken place and the demand letter had been sent she requested that we give her an extension of the letter deadline until 9-13-2017. Again because of her circumstances we agreed to extend the letter deadline until 9-13-2017. We also attempted to make it clear to the member that her services would be interrupted until her accounts were paid current. An ATM deposit was made to her account on 9-6-2017. However this was not enough to pay all obligations currentOn 9-12-member called and stated she was upset because her accounts had not been paid current. Prior to 9-12-when an automatic deposit was applied to her account, there were not enough funds in any of her accounts to pay all of her obligations current. We explained that to our member and using some of the funds that had just been deposited and with her permission we were able to pay all obligations current. Once all of the accounts were current all holds automatically or manually placed on her account were removed and her account was restored back to full servicesIn the best way we could we did attempt to explain to Ms*** what our expectations and her obligations were. We also attempted to work with her given her circumstances. Once her obligations were current all holds, messages or warnings pertaining to delinquency were removed from the account. Full services were restored on the same day her accounts were paid current as we originally agreed to and attempted to explain to her. All UFCU employees involved in this matter followed all internal policies and procedures correctly. All UFCU employees involved followed any and all laws pertaining to all of these transactions including the FDCPA and truth in lending. No UFCU employees acted dishonestly, immorally or illegally
Complaint: ***
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
The Credit Union apologizes for any miscommunication or lack of communication that have may occurred. We have talked directly with Ms*** and have resolved her concerns
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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because: This is not the lease term that I agreed toI asked UFCU to send me the original loan document that I signedInstead they sent me a docusign document with a digital signature and asked me to sign it and to accept docusign as an acceptable form of signatureThey should have a verbal log of me stating I wanted my payments under $and a five year termNothing else was specified besides the term and a payment no more than $per monthI asked to speak with the loan officer I worked with when I purchased this car and she coincidentally does not work there anymoreIf what they suggest is accurate, it seems like she talked to me about one thing and at some point did the old switcharoo with the paper workI did the math with *** over the phone on Friday April 14th around 5:pm (CST)*** stated several times that this is a simple interest loan and when all the figures were paid out by the formula UFCU uses for auto loans the math doesn't add upWe didn't even factor in the $down payment I madeNo one ever showed me a document stating I would pay the bank nearly the exact same amount ( nearly $18000)as what the car cost (over $19000) This shows gross neglect on the financial institutions partTwo years ago I called in to question the terms of this loan and the fact that my payments weren't reflecting what I agreed to and I knew this because my principle was not going downI was then told for the first time that I had signed up for a year termI was shocked!! That is not something I would ever doI had a car at the time that I paid for and a Honda I had paid off so this was not my first time buying a carIm still waiting for the original documents to be sent to meThe representative I spoke with on April 14th said I would pay this car off in Nov which is longer than monthsThe next rep said it would be paid off in sept 2023!!! Thats 8-years of paying off a car!! I've paid over 13,on a purchaseThats when we did the math and found that I've been paying compound interest, thats interest on the interest of this loan
The account in question is a joint account (for the depository accounts) with *** *** being the primary account holder and Jose Ybarra being the joint owner. There are multiple loan accounts under this account number. Of which, only one loan is *** *** actually and legally
signed on as being jointly responsible for the debt/loan. In accordance with the laws surrounding privacy the only loan *** *** is legally able to obtain information about, without the express written permission from the primary *** ***, is the one loan which he is signed on. Divorce decrees do NOT override or otherwise change or alter laws pertaining to privacy. Divorce decrees also do NOT override or change a legally binding contract or agreementAt no time did UFCU withhold or refuse to offer any information to *** *** in reference to the one loan he is legally obligated on. Our records reflect there have been multiple conversations and exchanges of emails where UFCU provided specific information to *** *** about the effect or impact (or lack thereof) of divorce decrees in this situation. In addition there were also multiple conversations with *** *** where UFCU explained what options where available to him in an attempt to assist him to resolve the issues/questions he hadUFCU loan contracts do provide for what is commonly referred to as “cross collateralization”. Put simply, this means that any piece of collateral that is pledged as security for one loan does and can be used to secure and act as collateral for any and all other obligations owed to the Credit UnionWe have attempted, on more than several occasions, to direct *** *** to the primary account holder to obtain either written permission to discuss her financial specifics with UFCU with him or to ask her directly about any situation that might impact the loan he is responsible for. If *** *** would have opted to contact the primary account holder he may have been able to resolve any issues in reference to the information he was/is attempting to obtain. These are still his only options to obtain any information pertaining to any of the loans under this account number which he is not directly signed onOur records reflect multiple contacts by phone and email over at least a three year period where UFCU offered specific information pertaining to the payoff of the loan in question, payments, due dates, cross collateralization, privacy issues/laws, divorce decrees as well as other specific information relating to the loan he is jointly responsible for. With the exception of having on line access to the loan *** *** had and has full access to all information relating to the loan he is jointly responsible for. As such any late fees accrued on the loan were not due to or impacted by any action the Credit Union did or did not take. They were assessed as a direct result of payment(s) being made to the loan more than days after the due date per our contract. As such the Credit Union will not offer to refund any late fees at this timeWhile I do understand this situation may be frustrating to *** ***. UFCU has an obligation to operate under the laws and contracts that govern it. As such we cannot provide the relief *** *** is specifically requesting at this time
Ms*** 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 $19,253.74. Based on the loan conversation log, Ms*** 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*** 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*** 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,
UFCU did not have a need to refund a fee to the member’s account based on the letter provided. See attached letter stating that Progressive would be refunding the fee Ms*** requested be refunded During a phone conversation with Supervisor *** ***, Ms*** was
advised we have already refunded an exceptional amount of fees as a courtesy. The member stated she wanted to expedite the refund process and could not wait the 3-days for Progressive to refund the fees. *** advised she would make an exception to refund the fee and credit her account immediately if the member provided a letter from the merchant, Progressive stating an error had occurred and asking us to waive the fees on their behalf as an exception. The member provided the attached letter via email. The letter written by a Progressive representative stated they are reimbursing her for the fee charged as of May 2, 2017. Consequently, a refund from the Credit Union was no longer necessary as Progressive has stated they are resolving the issue on their end. The Member called again and spoke to Supervisor *** ***, *** *** contacted the member in an attempt to get a revised letter stating Progressive would like us to waive the fee. During that discussion, she apologized for any miscommunication the member may have had and stated that Progressive was refunding the fee and the fee would be refunded twice if did University Federal Credit Union refunded it too. The member was unwilling to provide the information requested and disconnected the call. As of May 3, Progressive refunded the fee to the members account as they stated they would so there is no refund due to Ms*** from University Federal Credit Union. Thank you
All loan documentation has been provided to Ms***. There is nothing further we can do for her