Marriott Employees Federal Credit Union

January 30, Dear [redacted] , After careful review of this complaint, we sent a letter to our member advising him that we will honor his request to close out his account without requiring any further documentationAt this point, the matter has been resolved.If you have any further questions, please don't hesitate to contact me at ###-###-####Sincerely,Deborah P NCCO, AVP/Member Services Marriott Employees' FCU

Dear [redacted] ,This complaint is in reference to our financial institution's consumer lending repayment agreement as it pertains to our small loan productOur member believes that her first loan payment was automatically applied well before the due date.As stated in our Loan Agreement, the equivalent of one month's payment is pledged to secure the loan and is therefore not available for withdrawal purposesThis language is contained in the Loan Agreement, which was subsequently signed by our member.Because these funds are held and not available for member use, it is perceived that the funds were applied to the loan accountThat is not the case; the member's first payment is still due days from the Loan Agreement dateWhen a member signs our Loan Agreement, they are agreeing to all of the terms and conditions of the loan.At this point, since all terms and conditions were fully disclosed, no further action is required regarding this complaint.lf li can be of further assistance, please don't hesitate to contact me

September 25, To Whom it May Concern: This letter is in response to our member's concern regarding an extended hold placed on a deposit made at a shared branch locationThe member did not have the benefit of the funds until several days after the deposit had been made The primary reason for the delay in availability was due to the size of the deposit and the credit union's inability to verify the funds at that time.When our member requested an explanation of the delay in funds availability, the department supervisor did respond back via secured email and explained the reasonsIt is unfortunate that the member did not understand or accept the explanation and perceived this as poor member serviceHowever our Funds Availability Disclosure clearly explains the occurrence of delayed availabilityCredit union staff members are trained to advise members of the possible delays in shared branch deposits, and with this particular shared branch used by our member, their receipts are stamped "Funds from deposit may not be available for immediate withdrawal"At this point, it is the member's responsibility to know and understand their credit union's policies as it pertains to Funds AvailabilityIn reference to the member's desired outcome, there is no further resolution that needs to occur as it pertains to this transaction All funds have now been made available for the member's use and based on our records, there are no late fees resulting from this transactionIf there are any further questions, please don't hesitate to contact me at ###-###-####Sincerely, Deborah PNCCO AVP/Member Services

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: 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] ***

Dear [redacted],This complaint is in reference to our financial institution's consumer lending repayment agreement as it pertains to our small loan product. Our member believes that her first loan payment was automatically applied well before the due date.As stated in our Loan Agreement,...

the equivalent of one month's payment is pledged to secure the loan and is therefore not available for withdrawal purposes. This language is contained in the Loan Agreement, which was subsequently signed by our member.Because these funds are held and not available for member use, it is perceived that the funds were applied to the loan account. That is not the case; the member's first payment is still due 30 days from the Loan Agreement date. When a member signs our Loan Agreement, they are agreeing to all of the terms and conditions of the loan.At this point, since all terms and conditions were fully disclosed, no further action is required regarding this complaint.lf li can be of further assistance, please don't hesitate to contact me.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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]

January 30, 2015
Dear [redacted],
After careful review of this complaint, we sent a letter to our member advising him that we will honor his request to close out his account without requiring any further documentation.
At this point, the matter has been...

resolved.If you have any further questions, please don't hesitate to contact me at ###-###-####.
Sincerely,Deborah P
NCCO, AVP/Member Services
Marriott Employees' FCU

September 25, 2015
To Whom it May Concern:
This letter is in response to our member's concern regarding an extended hold placed on a deposit made at a CO-OP shared branch location. The member did not have the benefit of the funds until several days after the deposit had been made....

The primary reason for the delay in availability was due to the size of the deposit and the credit union's inability to verify the funds at that time.When our member requested an explanation of the delay in funds availability, the department supervisor did respond back via secured email and explained the reasons. It is unfortunate that the member did not understand or accept the explanation and perceived this as poor member service.
However our Funds Availability Disclosure clearly explains the occurrence of delayed availability. Credit union staff members are trained to advise members of the possible delays in shared branch deposits, and with this particular shared branch used by our member, their receipts are stamped "Funds from deposit may not be available for immediate withdrawal". At this point, it is the member's responsibility to know and understand their credit union's policies as it pertains to Funds Availability.
In reference to the member's desired outcome, there is no further resolution that needs to occur as it pertains to this transaction.
All funds have now been made available for the member's use and based on our records, there are no late fees resulting from this transaction.
If there are any further questions, please don't hesitate to contact me at ###-###-####.
Sincerely,
Deborah P.
NCCO
AVP/Member Services

Review: I called the [redacted] number on September 5 2013 spoke to a rep asked her did I have overdraft protection on my account she stated yes I did and I believe noted on my account. I looked on there today September 6 2013 and the check was paid but was still charged the fees she stated would come on the account per check paid for. I called spoke to a rep today name [redacted] he advise me the previous rep gave me false information that the overdraft protection was taken off without notice and nothing could be done. I need help.Desired Settlement: I would like for them to have accepted the checks as well as charged me the fees since the money wasn't in the account but since the false information was given by the rep I would like the ret fees to be taken off my account.

Business

Response:

October 3, 2013

Dear **. [redacted],

I am writing regarding complaint [redacted] filed with the Revdex.com regarding $64.00 in returned ACH fees which were assessed to our member's checking account.

On March 20, 2013 the member expressed concerns over the fees related to our Courtesy Pay product which pays overdrafts at the sole discretion of the credit union. Accordingly, she was advised by our telephone representative that this service would no longer be offered on her account.

While I see a record that the member spoke with us on September 5 regarding her balance, I am unable to verify the full content of the conversation. Additionally, I see that she spoke with us on September 6 and requested a manager return her call. The manager initiated a call back request on our next available business day, September 9, and the $64.00 in returned ACH fees were credited to her account as a courtesy.

On September 10, the same merchant attempted to bill the member's account again twice. And, additional returned ACH fees were assessed totaling $64.00. Unfortunately, we are unable to waive those fees as the first two were done as a one-time courtesy, and the member was advised of our policy.

For future transactions, the member should understand that the Courtesy Pay feature was permanently removed from her account on March 20, 2013. Therefore, a direct transfer from her savings account would be the only method in which a transaction above her available balance will be approved.

Essentially, the funds would have to be available in another deposit account with us for the item to be paid.

Please note that no future fees will be waived related to overdraft situations as this letter clearly states the manner in which overdrafts will be handled on the member's account.

Should you have any additional questions, please contact Member Services at ###-###-####.

Sincerely,

Review: I called the Marriott Employee Federal Credit Union on, June 25, 2014, to inquiry about fees that had been posted to my account, unauthorized deductions to my savings account, and the balance on my credit card. During this call, I learned that a debit card that was suppose to be sent to me over a week ago, was not going to be sent to me due to fact that I was frustrated and said I would be closing my account. The entire reason that I had to have a new debit card sent to me, was due to me filing an ACH dispute and the rep that handled that card, canceled my card "by an accident." So, I will have to wait an additional week, before a new card will be issued to me. There was no sense of urgency or empathy towards me or the situation. Once, that nightmare was over, I asked to be transferred over to the credit card department, and that is when I spent over an hour on the phone, and I was transferred over six times and by the end of the call - I still had no resolution, but an empty promise for a call back within 24 hours. On, one of the false attempts to get me to the "correct department" I was sent to a company called [redacted] (not affiliated with MEFCU). After I was transferred to [redacted], I called back and was told it would take up to 24 hours, before my issue could be resolved. They do not believe in assisting the customer, at first point of contact. Its always - "I can't place you on hold, because their is not a supervisor available" or "I can take your call back information, but it will be twenty-for hours before someone follows up". The agent Raja, is always rude and condescending, when I speak with him. So, at the end of the day - there is still money that was transferred out of my account and cannot be accounted for, and no clarity could be provided. Oh, to add icing to the cake - this bank does not like inquiries. I called in February, because my utility company double charged me for payment. I informed the bank, that I did not authorize the second charge and it caused my account to go into the negative and receive overdraft fees. I asked if the fees would be refunded and I was told no, because it was not a bank error - they just honored the transactions. And, although my utility company released the additional authorization - MEFCU retained the fees and took my overdraft protection off my account, without any notification. Simply, because I inquired about the charges. Their response to me is that it was optional.

One of the core value of Marriott is "Take care of your associates, they will take care of the guest, and the guest will return. For a company that bares the Marriott name, it saddens me to know that it does not believe in the core values of the company and that they take advantage of those who utilize them.

Review: I have had many many issues with this credit union since I first became a member 3yrs ago. I had to wait weeks to even enroll the 1st time because they didnt send me a password, took weeks to resolve and get a password resent. I have had many different customer service agents tell me different information, because they have different sites depending on when you call, during the day its one office of customer service reps, then when you call after hrs its another set of reps, and the system doesnt update them on what you spoke about to the daytime representatives, so the night reps cannot help you, and almost always tell you different information. For example, two days ago a rep tells me they can email me my password immediately when they receive my fax, when I called later to confirm the nighttime rep tells me that the password can ONLY be retrieved through a phonecall during business hrs. Now my problem recently is I forgot my password, they dont have a "forgot your password" option, so I tried again, I got locked out, so I waited 6hrs to let the account reset and try again. When I tried again I was still locked out, I called the rep, he said it should have reset itself after 4hrs, but for some reason it never reset for me. He then told me I could send a fax to have my password emailed to me, once I got to work and got to a fax machine I called again to make sure I was sending the proper information, this rep tells me that the password would have to be given to me during a phonecall, BUT, if I waited they were FINALLY adding the "forgot your password" option to the website and I could just do it from there. So I waited until July 2nd because im not supposed to be doing personal faxes at work, when they said it would be ready to get my password from the site, and the option did not work. I tried 4 different computers and it still did not work. So I had to call back again to get assistance on why it wouldnt work, the rep let me know that its not ready yet and that I could fax to have my password sent to me again! I have been patient with this company for yrs, I havent reported them on all the other things they have done poorly, I waited patiently just to get a simple password so I can get into my own account, but this is just ridiculous! The only thing they can tell me everytime is "they are sorry", nothing is getting reported to them and when you ask to speak to a manager they put you on hold and say they are not in, then the manager never calls back. I had to call them 3 times once before to speak to a manager, it took 2 weeks for him to call me back and by then my problem was already resolved. It is time for somebody to let them know of their incompetence. I want to cancel my service with this credit union, but you have to once again fax information to them, and then they couldnt tell me how long it would take for me to receive my check for the money in my account. It is truly ridiculous!Desired Settlement: I would like a written apology, but mostly I just want changes to be made so that myself and others who depend on this bank won't have to keep dealing with this incompetence and treated like we arent the reason they even have a business in the first place. It truly makes no sense that this company didnt even have a "forgot my password" option for all these yrs! this just shows their incompetence and how far they are behind with even smaller businesses and websites.

Business

Response:

RE: ID# [redacted]

To Whom It May Concern:

Our research reveals that the member has contacted us on several occasions for assistance with his account and the Credit Union has indeed made every effort to address and resolve all issues in question. While it is true, we do provide 24 x 7 member services whereby these representatives do work throughout the night, processes are in place to service all unresolved issues the next day.

As it pertains to the delays in obtaining online banking access, the credit union recently converted to a new online banking platform, which created major changes in the way members access their accounts. There were many enhancements and improvements to the new site. As a result of this change, the Credit Union was well aware that some members may experience difficulty with passwords and login procedures. New procedures were implemented to assist all members with this process and written instructions were available as an added support. Supervisors and managers are available and make every effort to contact member within 24 hours.

We do apologize for any inconveniences to the member throughout the rollout of our new Online Banking services.

According to the notes on the member's account, all issues were adequately resolved.

If I can be of further assistance, please feel free to contact our Member Services Department at ###-###-####.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:it still doesnt resolve the issues they have with their system, where the customer service overnight is not updated with the calls & updates during the day, & the fact that numerous times I have had different cust serv reps tell me different things depending on that shift! for example, if I call at 9am & get information & have them send a new password, then I call back at midnight when I get off work to MAKE SURE & verify that my password has been sent, they tell me they have no record of my call earlier that day! they tell me that the system hasnt been updated & to call back the next day during business hrs, so what is the point of having 24hr customer service then?? I work 2jobs during the day & the most convenient time for me to call is after midnight. It just makes no sense that when you call in the day it doesnt AUTOMATICALLY go in the system immediately for the night people to see! But this is the same company that took 3 years or E for them to recently update their system & have a "forgot my password" option on their website, just ridiculous! And they cant use the excuse of "security purposes" because I have major credit cards & a [redacted] account that has had this option & b

Review: In 05/2005 Marriott EFCU made 2 loans with someone in their client membership. This loan was 1st reveal in 10/2011. I went to CCCS for an appointment with [redacted]. I called the police and thought that the matter was resolved. They have not notified or the police about the matter. My scoring is down to 629. I have cleared my medical bills and utility bills but Marriot was not accepting my notices.Desired Settlement: I want the 2 loans removed immediately. I will send you the Account information by the beginning of next week.

Review: Marriott Credit Union has charged my account almost $200 in courtest fees, because my account was "negative". Those balances did not reflect on my mobile app or on online banking. When I called to inquire why I was missing about $200 from my account. They informed me that my account was negative from June 10th-18th. Each day when I logged onto my account my balances did not reflect a negative balance. So therefor, if the account is not reflecting the correct balance. How am I at fault of this? When I tried explaining this to the lady on the phone, she put my on hold, spoke with her IT department and told me that there were no previous complaints. And since there were no previous complaints of an error in the system I was not able to be refunded. I dont think this is the correct way to ahndle the situation. I may be the only one who complained about it, or caught the situation, but why should I be charged almost $200 in fees over an error on their side. I do not think that is fair to have me pay for their mistake. I then informed the lady on the phone that I wanted to speak to a manager, and she then said "the manager wont be able to do anything about this either". and then took my number down to have the manager call. I have never recieved a phone call still, and this took place on 06/25. Therefor now I am not able to pay my health insurance. Which I need for multiple existing health condtions.Desired Settlement: I would like to be refunded to amount that they charged me in courtesy fees. Totaling almost $200. And I will be closing my account with them as soon as possible.