Members Choice of Central Texas FCU

In September of Mrs [redacted] did finance a vehicle with our credit union Required documents such as the Loan and Security Agreements and Disclosure Statements are reviewed Information such as the total balance financed (including any Gap or Warranty-which are itemized) appear on these agreements which do require a signature of agreement Mrs [redacted] 's signature is clearly listed In addition, we have supporting documents of the Service Agreement which explains the Warranty in which Mrs [redacted] signed Mrs [redacted] received a copy of all signed agreements.Unfortuantly we cannot confirm phone calls or converation that took place almost a year ago Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: All my accounts were frozen even though you all charged that account off and closed it and then still drafted moneyI cannot stand this bank and as soon as I get an opportunity to trade my car I am switching banksThey are rude and have illegal practices and no one seems to care how they treat others.I am going to complain until something gets done.I am going to contact the News today and Waco Trib to alert them about the poor customer services and illegal practices Regards, [redacted] ***

As of the date of this complaint 1-31-there are no holds on this members accountMember called the call center today about why her debit card had been closedThe call center representative explained, the checking account had been charged off so no funds were available.Member previously contacted the Credit Union in regards to a letter received but was told the Insurance had been received and the Insurance added to auto was backed offNo extra fees added

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]

The Teller in question was carrying out procedures that have been in place concerning any member that transacts any business on an account that has insufficient fundsOn this occasion the checking (Share Draft) account was in that state so the teller could not transact any business without a supervisory approvalThe teller contacted the collection manager to let him know the member was here to make a payment on the loanThe collection manager approved the transaction of the loan payment and instructed the teller to have member contact Mr [redacted] Loss Prevention Administrator concerning the overdrawn checking account.The teller did not refuse service but carried out our standard procedures associated with an insufficient account.Loan Payment was allowed to be made

Your loan contract provided to and signed by you on October 16th, 2015, outlines all fees and price of the autoThe dealership from which you purchased this vehicle would be place of contact for cancelling any Gap policy or Extended warranty mentionedMembers Choice is not responsible for cancelling any policy we did not saleIt is up to the member to contact and follon that processYou contacted Members Choice on Thursday July 20th and spoke to Bryon our collector to ask why the balance on your loan hasn’t reflected the cancellation of said policiesBryon stated that we have not received any refunds and explained that it could take anywhere from six to eight weeks before refund comes inWhen the refund comes, it will be a pro-rated amount depending on how long the policy was in force to when cancelledThe procedure of the Credit Union once a refund is received it will be applied as a principal only paymentThis will not reduce the paymentIf you would like to apply for a re-finance of this loan contract to see if the payments would decrease that is a possibility, of course there are qualifications that must be metIn response to your balance never decreases, the beginning balance on 10-16-including fees was $24,and your current balance as of July 20th, 2017, is $19, Respectfully submitted, [redacted] VP of Lending

Response to Revdex.com Complaint ID #***
Members Choice of Central Texas FCU followed our Policy and Procedures in regards to RepossessionThis member’s account was in default (as described on the Retail Installment Loan Contract and Membership Account Agreement both signed by this member) by
delinquency and cancelled insurance
Upon being notified by the Agency that this vehicle was secured, Members Choice per policy sent to this member the required day right of redemption letter of repossession
Member was mailed notices and letters making her aware of the delinquent conditions and the adding of Single Interest Insurance
This was the 5th time of adding Single Interest Insurance because of failure to keep full coverage insurance on this vehicle as stated in the security agreement which she signed at the beginning of the contractFailure to keep full coverage insurance places the agreement with this Credit Union in a default status
All of the above was communicated to member by the Collection Manager as stated in her complaint
*** ***
VP of Lending

I left a message on the cell phone number we have for this customer on the morning of Wednesday, July 22nd asking them to call me so I could discuss this complaint with them and help them to understand what occurred on their account. I have not yet received a call back. This afternoon I left a message on the home phone number we have on file and sent an email to the address that was included with this complaint asking this customer to meet with me or to give me a call. I think would be easier for both of us to understand what has happened if we could have the opportunity to speak in person.*** ***, CEOMembers Choice of Central TX FCU

Complaint: ***
I am rejecting this response because:When I audited my account and had another person do the same there should have never been any feesI used my account once after I paid my bills and all of those funds were accounted for however after they updated their system suddenly my account was negativeHow can funds be accounted for and drafted and all of the companies verified paymentWhen I contacted bank the staff member stated," Show me proof until then there is nothing I can do for you"I argued with the staff because she was rude and when I asked for the corporate office number she chuckled and ridiculed meYou all reversed the fees but kept my money that was transferred to cover the overdraft that never should have occurred because the employee I spoke with said all my funds were allocated for and my account was balancedThanks, *** ***
Regards,
*** ***

Responding to complaint #***In order to move on and away from accusations of who said what, I will approve the delinquent April 19th payment to be made on this Friday May 26th before 6:00pmPlease understand the severity of this loan being a new loan over days past due on a 2nd paymentI will also agree to allow the May 19th payment to be made on Friday June 9th before 6:00pm. Please note any deviation from either of these dates will result in a default of obligation and Repossession will occur.On to the June 19th payment, will be allowed to be made by no later than June 30th before 6:00pm, hopefully this will allow you to work your way to a more current status for the remainder of your loan. Mr. *** the Manager of Collections has instructed *** he will no longer be working your loanAny questions in regards to your account and/or the payment agreement above from this date forward please do so by contacting Mr***.Respectfully submitted, *** ***VP of Lending

Complaint: ***
I am rejecting this response because:How is the amount the payment amount the same when the GAP insurance and the policy was included in my monthly payment? No one can seem to understand that or give me an explanationMy payment was cheaper before I added GAP and the extended warrantyMy payment is not what was primarily financed but also my other feesI truly hope in the next few months I will be able to get financed with another bank with friendlier customer service and honesty
Regards,
*** ***

Members Choice reserves the right to debit any account in which you are considered an “owner” for any debt owed on your accountThis explains the reason why Members Choice deducted funds from another account as you listed, to pay for the amount owed on your account
Your account became negative with the debit you had pre-authorized with *** Insurance on 12/05/

This is in response to complaint #
***Members Choice of Central Texas FCU
exercised collection efforts in regards to a delinquent loan
This is a new loan granted on February 21st,
First payment was due on March 19th and payment was made on
March 20thAs of the date of this
complaint no other payment has
been madeCurrently this delinquent loan is due for April 19th and because
of the newness of this loan collection efforts are heightened and performed
After reviewing this complaint, I
visited with Collection Manager *** *** and asked him to go over this
complaint with *** (Collector)*** stated that he did not say what was
quoted he said in this complaintHe also stated that *** (another collector)
took the call from Mr*** and then transferred the call to him
Below is the documented timeline of
the collection efforts made on this Delinquent loan:
Collection efforts by *** on this account began on May 1st
after daysHe sent a letter, called and left a voice mail and sent an
email
On May 4th, a computer generated delinquent
notice was sent out
On May 8th , Collection Manager Gary tried to
call but message on phone stated “this number not taking calls” so an email was
sent
On May 11th, another computer generate delinquent
notice was sent out and due to no response from Mr***, *** mailed a
“Collateral Collection” letter and called left voice mail and email on this
day
On May 16th *** sent a text message,” to avoid
repossession please contact *** @ Members Choice”The text message was sent
due to no response from Mr***
On May 16th after receiving the text Mr
*** called and was transferred to *** in the collection departmentMr
*** told ***,” that he would pay April payment on 05/26/because, he
paid his child’s doctor bill*** said, “that this being the 2nd
payment made over days and he has been hard to reach, *** asked, “when the
May payment could be made”? Mr*** said, “he could not give me a date”
*** then told Mr***, “he would transfer the call to *** who has been
trying to contact you and to talk with him on payment arrangements”
Byron asked Mr***, “why
are you paying so late”? Mr*** replied, “I had to pay some doctor bills
for my child.” *** then asked, ” when could we expect the April payment”? Mr
*** stated, “in a couple of weeks.” Byron then asked,” when would Mays
payment be made because it would soon be due’? Mr*** would not give an
answer and I then told him we must have April and May payments by May 24th,
or we would assign the collateral out for repossessionMr*** then
asked why and I (***) explained to him this is a 2nd payment
default over days past dueWe ended the call. Respectively submitted, *** ***VP of LendingMembers Choice of Central Texas FCU

In September of 2015 Mrs. [redacted] did finance a vehicle with our credit union.  Required documents such as the Loan and Security Agreements and Disclosure Statements are reviewed.  Information such as the total balance financed (including any Gap or Warranty-which are itemized) appear...

on these agreements which do require a signature of agreement.  Mrs. [redacted]'s signature is clearly listed.  In addition, we have supporting documents of the Service Agreement which explains the Warranty in which Mrs. [redacted] signed.  Mrs. [redacted] received a copy of all signed agreements.Unfortuantly we cannot confirm phone calls or converation that took place almost a year ago.  Sincerely, [redacted]

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]

Complaint: [redacted]
I am rejecting this response because:I no longer want to speak to any employee at the local office because each experience is horrible and I have spoken with him before and he was rude as well.  He has access to my account and can view it.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The checking account does not have anything to do with the loan payment and like I explained to the teller I have not used that account at all so I do not know why and how it is over drawn. I have my only being deposited in anothet account so how can my checking and loan payment be associated with one another when they are two separate accounts.So my loan payment is due by the 26th and will be delinquent cause the bank is refusing to take my payments.I am contacting an attorney along with contacting the attonery general office.
Regards,
[redacted]

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]

Tell us why here...The fees charged to this account during the month of July have been refunded.  The fees were the result of a misunderstanding of how the holds for pending debit card transactions work. When the credit union receives an authorization request from a merchant, a 3 day hold for...

the authorization amount of the transaction is placed on the funds in the account.  If the transaction is presented before the 3 days passes and it matches the authorization sent by the merchant, the transaction is debited to the account and the hold is removed.  If no matching transaction is received from the merchant before the 3 day period passes, the hold on the funds is removed.  Sometimes the merchant never sends the transaction for the debit after they have received authorization.  So as not to hinder the accountholders ability to access their funds by holding them for an extended period of time for transactions for which the merchant will never send the debit, the credit union elected the maximum 3 day hold period.  In this case, debit card transactions were presented for payment 4 days after the merchant received authorization so the hold on funds had expired and the funds were added back to the account’s available balance which in effect allowed the accountholder to spend the same funds twice.  Based on this case, the credit union is considering extending the maximum hold days to 4 to better help the accountholders manage their money.  We are also going to focus on educating the accountholders on how the debit card system works.

Complaint: [redacted]
I am rejecting this response because:
All my accounts were frozen even though you all charged that account off and closed it and then still drafted money. I cannot stand this bank and as soon as I get an opportunity to trade my car I am switching banks. They are rude and have illegal practices and no one seems to care how they treat others.I am going to complain until something gets done.I am going to contact the News today and Waco Trib to alert them about the poor customer services and illegal practices.
Regards,
[redacted]