Members 1st Federal Credit Union

AR-SA;">This transaction involved a counterfeit checkWhen the item was presented there was no reason given to suspect it's validityThe credit union ran it's fraud proceduresThe check was returned the very next day as counterfeitThe member is responsible for the return of the funds that were paid outThank you, George N [redacted]

normal;" class="**oNormal"> [redacted] The Revdex.com Revdex.com serving Metro Washington DC & Eastern Pennsylvania Complaint ID: [redacted] – [redacted] To Whom It May Concern: We have researched the referenced complaint ID and the findings from that research are listed below for your reference: Members 1st offers an optional courtesy pay service as a convenience to cover member’s purchases and transactions when they do not have available funds in their account There is an associated fee for each transaction and it is disclosed in the agreement ** [redacted] optfor this optional courtesy pay service There are no limits to the number of times courtesy pay may be used and the maximum dollar amount is a non-disclosed over limit coverage amount that can change daily based on a member’s account activity Our members can opt-out of courtesy pay services at any time either online or by contacting a branch ** [redacted] was last logged on to online banking on March 11th and has not shown any intent to withdraw from the courtesy pay program since her enrollment in Each time a member has an overdraft, a notice is mailed to the member Therefore Members 1st did attempt to reach out to *** Multiple notices were mailed to her with each notice advising of her overdraft activityAdditionally, Members 1st mailed her three letters in January informing her that her checking account was overdrawn for over days Members 1st offers less expensive alternative solutions for members to manage their checking accounts and related overdraft activity including fee-free overdraft transfers from savings or an approved line of credit Members 1st also offers free email and text alerts that members can set up to receive notification when their account reaches a low dollar amount, is overdrawn, or with each debit card purchaseWe would be happy to talk to ** [redacted] about these less expensive options and how to improve her monitoring of her spending habits and checking account activity Although we are unclear why ** [redacted] continued to spend more than was in her account, especially since she thought there was a limit, we recognize that she has limited income and will refund of the courtesy pay fees totaling $as a goodwill gesture In addition, we will remove ***’s participation in the Regulation E courtesy pay service for debit and ATM card purchases to avoid further issues ** [redacted] can request to oto this service in the future but we strongly suggest that she first consult with us on how to monitor and manage her checking account activity as we will no longer be able to refund fees for future overdraft situations for *** Sincerely, Kevin *L [redacted] EVP Operations Members1st Federal Credit Union v

Members 1st Federal Credit Union responded to the consumer and considers this matter addressed

We have reviewed the history of the related matter and we have determined that multiple notices and seperate communications were made to the member with no responseThe loan insurance issue history indicates that the member did not fulfill the obligation that was required for insuranceWe are more than willing to work with the member at their convenienceFeel free to contact us should you need additional details

I had an issue with S [redacted] XM radio charging my account without my permission and causing an overdraft (I filed a complaint about S [redacted] with the Revdex.com)I contacted the Members 1st telebranch and spoke with someone named KaitlynShe was so wonderful!!! She explained to me the different types of banking laws and Members 1st policies (she was very knowledgeable!) and also suggested a few ways to prevent this kind of thing from happening againShe then taught me how to set up and use overdraft protectionShe also got my overdraft fee waivedThe next day, S [redacted] faxed her over documentation stating that it was indeed their mistake, and Kaitlyn called me to confirm that everything had been sorted outIt was great that I was able to talk to the same person who knew exactly about the situation, and that she reached out to me even though she didn't have to since the fee had already been waived and I was going about my business againCustomer service like that that Kaitlyn provided is exactly why I choose to do banking with Members 1stA big thank you to her and the credit union!

March 31, [redacted] Revdex.com of Metro Washington DC & Eastern PennsylvaniaK St NWWashington, DC 20005Re: [redacted] ***Customer Service Issue: FraudComplaint ID [redacted] Dear [redacted] :We received the message indicating that the member has rejected our response to their complaint.Unfortunately, there is no further information we can provide in regard to this complaintThe memberhas not suffered any financial loss and we have provided copies of all correspondence that was sent tothemIn addition, we have attempted to contact the member via telephone but have not beensuccessfulIt was our hope that we would be able to provide a satisfactory resolution to this complaintby speaking directly with the member.While we consider this matter to be closed, we would be happy to speak directly with the member inorder to resolve this complaint if they would contact us at ###-###-####.Respectfully,George N [redacted] EVP, Retail Delivery, PR and Marketing

March 23, [redacted] Revdex.com of Metro Washington DC & Eastern PennsylvaniaK St NWWashington, DC 20005Re: [redacted] ***Customer Service Issue: FraudComplaint ID [redacted] Dear [redacted] :We are writing in response to the complaint filed against us by the above referenced memberThe borrower filed adispute on February 25, claiming that a fraudulent charge in the amount of $was made on her account onFebruary 22, by Thrive MarketThe dispute was received by our card services department on February 26, 2016.As a result of the disputed charge the member’s checking account balance was overdrawn and her account was chargeda $non-sufficient funds (NSF) fee.In response to the member’s dispute, we took the following actions:The $NSF was refunded to the member’s account on February 25, A dispute case was opened and a provisional credit of $was deposited to the member’s account and anAcknowledgement Letter was sent to the member on March 2, As a result of the dispute case, Thrive Market provided a credit to the member’s account in the amount of$on March 9, A letter was sent to the member on March 14, notifying her that, since Thrive Market provided a credit forthe amount of the dispute ($59.95), we would be removing our provisional credit of $on March 25, 2016.The member’s account has been completely restored with no loss incurred and she has been notified of every actiontaken to resolve her disputeWe have attempted to contact her to ensure that she fully understands these actions buthave not yet been able to make contact with her.Sincerely,Kevin [redacted] L**EVP, OperationsMembers1st Federal Credit Union

---------- Forwarded message ----------From: [redacted] [redacted] >Date: Tue, Aug 1, at 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com [redacted] Please close this complaintThe business resolved the issue

[redacted] applied for an auto loan at [redacted] of Bethlehem on May 16, Members 1st Federal Credit Union has a Motor Vehicle Retail Finance Agreement with [redacted] of Bethlehem that authorizes them to originate loans for members and prospective members of the credit union [redacted] ’s loan application to purchase a [redacted] was submitted to Members 1st Federal Credit Union by [redacted] of Bethlehem When he applied for this loan he gave authorization to pull his credit file Therefore, [redacted] ’s assertion that the credit inquiries were not authorized is incorrect The credit inquiries were made with his authorization

Good Afternoon, In the complaint dated 3-16-17, [redacted] states that he co-signed an auto loan for his sister This statement is incorrect as our documents indicate that the loan was made to [redacted] , in his name only, on September 30, 2014, with a first payment due on November 14, We later learned through our collection efforts that [redacted] apparently purchased the car for his sister, and that she had possession of the car and was to make the payments Since the loan was in [redacted] name only, he was solely responsible for repayment of the loan and all collection contacts were directed to him The first payment on the loan was not paid by the due date so collection efforts were initiated on November 24, There were sixteen contacts including late notices, letters, and telephone calls between November 24, and June 1, A repossession order for the car was placed on June 1, Although a payment was received on June 12, 2015, it was for less than the regular monthly payment and the account was already days past due at the time the payment was received Because the loan was still past due (the loan was never brought current) and no repayment plan had been established with [redacted] to bring the account up-to-date, the repossession order was not revoked and the car was repossessed on June 16, All required repossession notices were sent to [redacted] and he was advised that the car could be redeemed if the loan was paid in-full The loan was not paid off and the car was ultimately sold at auction on July 30, 2015.George N [redacted] EVP of Retail Delivery, Marketing and Public Relations [redacted] ***P.OBox **Mechanicsburg, PA ***###-###-#######-###-####, ext***We put our members first

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I understand that there was a returned check writtenThat is not my complaintMy complaint is that after I had received the letter from the bank and contacted them, I had checks deposited into my accountI went into the branch to ensure the account was now in good standing and was informed that everything had been taken care ofAt that point a call was made to Mike who also said the account was goodNow all of a sudden months later there's money taken from my account to satisfy this debt that was alegedly already taken care ofI feel the money is due back to me as the money was put into the account and I'm told it was never takenThe account was negative then brought positive so how was it never collected? Also how is it that the savings account became negative from a returned check? Then to have it appear after months? Taking the money from my account caused more issues for me as I had other checks return
Regards,
*** ***

Co-signed a loan for my niece mid September Members 1st hounded us for two months regarding her declaration page from her insurance policy Mind you she sent it three times I receive letter requesting same thing or they will create the insurance policy but charge us I call the number listed on the letter, it is an automated phone and you can't get a live body to talk toI hang up and get a number and call Get to the insurance deptand leave a message Twice Two different daysNO RESPONSE I type a letter explaining all this, she has her own policy, sent it in times, call me if there is an issue No response My niece gets another letter On 12/14, three months later, she calls and Members 1st was in the process of creating the policy My niece sends the whole damn policy to them Guy calls and verifies Told her he sent the cancellation to billing BUT to call back next week to verify I think Members 1st does this as fraud to collect money THREE months and we still won't know until next week if it is resolved THREE DO NOT GET A LOAN VIA MEMBERS 1ST! I contacted Members 1st and complained and told them I was calling the car dealership to tell them about our negative experience and that I was also contacting Revdex.com to report them

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

November 4,
*** ***
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
K St NW
Washington,
DC
Re: *** **
***
*** *** *
Complaint ID ***
Dear ***:
We are
writing in response to the complaint filed against us by the above referenced
member The borrower alleges in her
complaint that her vehicle was wrongly repossessed and that we did not call her
or warn her of the repossessionOur
records show that at the time of repossession, the account was days past due
for a total of $507.53. This is a
bi-weekly loan and the member is due for seven bi-weekly payments at this
time. We had separate contact
attempts by either letter or telephone since July 31, but the borrower
failed to resolve the delinquency. Members
1st FCU was well within our rights to repossess the vehicle,
therefore, we will not return the vehicle or continue with the loan. We have mailed the Notice of Repossession
letter to the member advising her that she may redeem her vehicle for payoff in
full in the amount of $6,plus applicable storage fees by November 7,
If you have
any questions or would like any additional information, please contact me at
###-###-####
Sincerely,
Lisa P***
VP of
Collections
v

The member/customer filed a dispute in May for $which was resolved. We issued them a new card and the old card was closed. Unfortunately, our card processor did not transfer the disputed amount to their old card according to our established process with them. As a result, a
late fee was charged on the account. On June 24th the member/customer left a secured message in our inbox regarding the dispute on their account. Upon receipt of this message, we researched their dispute and, based on the information provided, we returned the late fee, moved the amount in dispute ($120.12) from the new card to the old card, and waived the interest charges. We attempted to contact the member/customer on June 26th to inform them that the corrections had been made to their account but were unable to reach them and left a message asking them to return our call so that we could let them know that these corrections had been made. We apologize for the error and have made all necessary corrections to their account. The late payment did not reach the number of days past due that would have caused it to be reported to the credit bureau so there is no need to contact them

September
29,
Re: *** ** ***
*** ***
Complaint ID ***
Dear ***:
We are
writing in response to the complaint filed against us by the above referenced
member The borrower alleges in his
complaint that his vehicle was wrongly repossessed Our records show that, as a result of the
borrower failing to provide proper insurance coverage (as required in the
executed PA Motor Vehicle Installment Sale Contract and Supplemental Loan
Agreement Provisions), we obtained blanket insurance coverage in order to
protect our interests in the collateral pledged to secure their loan. This force placed insurance increased the
amount of the payments due on the loan to include the cost of the monthly
premium
The borrower
continued making the original monthly payments thereby causing a delinquent
balance on the account. After numerous
notifications via written correspondence and attempted telephone calls to inform
the borrower of the delinquency the vehicle was repossessed. After receiving notification that the
borrower had obtained the proper coverage the remainder of the premium was
refunded. While we were within our rights
to repossess the vehicle, it appears that the borrower did not realize that his
payments had increased. Therefore, we
are offering to refund the repossession charge and storage fees totaling
$425.00.
If you have
any questions or would like any additional information, please contact me at
###-###-####
Sincerely,
Lisa P***
VP of
Collections

The signed letter must include a statement saying you did not authorize a hard credit pull and are requesting removal of inquiry. If you have any questions regarding the information required in the letter MrT*** is available to assist you. His address, fax number, and email address is provided below. Please ensure any correspondence is sent to the attention of Jerry T***. Jerry T***, Sales and Service Manager Members 1st Federal Credit Union *** *** *** Mechanicsburg, PA *** ###-###-#### or ###-###-####, ext***fax: ###-###-#### ***@members1st.org

[To assist us in bringing this matter to a close, you must give us a reason
why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I do not consider this matter closed and I want my money refundedI want to know if you received the email showing I did have money in my account? Thank you
Regards,
*** ***

November 4,
Roman">
*** ***
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
K St NW
Washington,
DC
Re: *** ** ***
*** *** *
Complaint ID ***
Dear ***:
We are
writing in response to the complaint filed against us by the above referenced
member The borrower alleges in her
complaint that her vehicle was wrongly repossessed and that we did not call her
or warn her of the repossessionOur
records show that at the time of repossession, the account was days past due
for a total of $507.53. This is a
bi-weekly loan and the member is due for seven bi-weekly payments at this
time. We had separate contact
attempts by either letter or telephone since July 31, but the borrower
failed to resolve the delinquency. Members
1st FCU was well within our rights to repossess the vehicle,
therefore, we will not return the vehicle or continue with the loan. We have mailed the Notice of Repossession
letter to the member advising her that she may redeem her vehicle for payoff in
full in the amount of $6,plus applicable storage fees by November 7,
If you have
any questions or would like any additional information, please contact me at
###-###-####
Sincerely,
Lisa P***
VP of
Collections
v

Over the weekend of April 2016, my account was compromised and $4,was stolen from my account by someone paying their taxes in California, a state in which I neither live nor work and is 3,miles awayMy husband has had his card blocked for making an $purchase at a beer distributor a mile from one of their branches because we had recently moved miles from the PA state line; a $4,purchase for taxes to a state 3,miles away, however, went through no problem without being flagged by Member's 1stAnd now, I have to wait until someone reviews our written dispute to get my money back, and my checking account has been zeroed outAs soon as I get my money back, I will be closing my account that I have held with Member's 1st for yearsI would sooner keep my money in my mattress than trust Member's 1st with itThis is incompetence at its highest level and is unforgivable