Greetings, I am responding on behalf of Hoosier Hills Credit Union regarding case ID ***, which I received (for
the first time) late in the day September 19, I am unaware of anyone here at Hoosier Hills who received this complaint prior to this date We are very sorry there was a misunderstanding with this memberWhile we strive to provide the best service possible, there are occasions when the outcome falls short of that goalWe are very willing to speak with this member again to be sure both he and the Credit Union are on the same page with loan requirements, and to provide any help we can in getting his loan payments and balance in the position he would like, within the stipulations of the loan contractStaff who worked with this member state they were not made aware that the vehicle was in a locked garageOn the date we tried to transfer the payment, our online banking system malfunctioned and was not showing payments that were dueIt showed the account to be closedOur staff members explained this to the member, and the information on the account was correctedWhile we make it a policy that one or more staff members are always present during business hours, it is possible that if the member called by phone, staff may have been working with other members and were unable to answer at that particular timeAt no time during a business day is a member’s call unanswered because everyone is at lunchInsurance was force placed on this loan because the member was in breach of the loan contact, which requires insurance on all vehicles that are collateral for a vehicle loanThe member had been informed that insurance would be required for the vehicle and was told he could pay the loan down under $2,if he wanted to do soThis member’s account is open, as evidenced by the fact that he is making payment transfers onlineAgain, we would be happy to speak with this member againPlease have him contact Andy F*, Senior Vice President of Retail Delivery, directly at 812-804-if he would like to do soIf you would like further information, please let me knowMy contact information is listed belowSincerely, Nan M*** Nan M***
SVP/Chief Marketing Officer
Greetings, I am responding on behalf of Hoosier Hills Credit Union regarding case ID ***, which I received (for
*, Senior Vice President of Retail Delivery, directly at 812-804-if he would like to do soIf you would like further information, please let me knowMy contact information is listed belowSincerely, Nan M*** Nan M***
the first time) late in the day September 19, I am unaware of anyone here at Hoosier Hills who received this complaint prior to this date We are very sorry there was a misunderstanding with this memberWhile we strive to provide the best service possible, there are occasions when the outcome falls short of that goalWe are very willing to speak with this member again to be sure both he and the Credit Union are on the same page with loan requirements, and to provide any help we can in getting his loan payments and balance in the position he would like, within the stipulations of the loan contractStaff who worked with this member state they were not made aware that the vehicle was in a locked garageOn the date we tried to transfer the payment, our online banking system malfunctioned and was not showing payments that were dueIt showed the account to be closedOur staff members explained this to the member, and the information on the account was correctedWhile we make it a policy that one or more staff members are always present during business hours, it is possible that if the member called by phone, staff may have been working with other members and were unable to answer at that particular timeAt no time during a business day is a member’s call unanswered because everyone is at lunchInsurance was force placed on this loan because the member was in breach of the loan contact, which requires insurance on all vehicles that are collateral for a vehicle loanThe member had been informed that insurance would be required for the vehicle and was told he could pay the loan down under $2,if he wanted to do soThis member’s account is open, as evidenced by the fact that he is making payment transfers onlineAgain, we would be happy to speak with this member againPlease have him contact Andy F
SVP/Chief Marketing Officer