Metro Credit Union

Dear Mr [redacted] ,Thank you for sharing your concern with us, as member service is a priority at Metro and it is always disappointing to learn when we did not meet a member's expectation After researching your situation I discovered that you had insufficient fees at $each for returned items and one $fee was rebated as a courtesyIn your membership file there is a document which is attached for your review, that you signed at account opening, that designates you did not want Metro to pay any overdrafts Also attached is a Fee Schedule that states there is a $fee for insufficient fundsBased on that, the credit union does not believe you were charged unfairly or charged in error.In your complaint you stated that the representative informed you that the payment would be blocked, which it was The fee for authorizing a debit to your account that is insufficient is $30, which is stated on the Fee Schedule that was provided to you in your new account information.Unfortunately, Metro will not be rebating you the remaining $in feesPlease let me know if I can provide any additional information to assist you.Sincerely, [redacted] **.SVP - Retail Services [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. Metro Credit Union did not acknowledge thatI contacted them immediately and they failed to follow through with the necessary paper wrok. They have a history of not protecting their customers. I went into the branch to follow up on my complaint from June 2015 and was informed by the teller the proper paper work was never completed and was directed at that time to complete an affidavit. After that a few weeks went by and I heard from an intern and reported too much time went by. I was discontent this is not the first time the bank has not followed through with a fraudulent charge to my account. The dealer held on to my card and charged and additional amount that I was not aware of and or never completed the work. I have the right to dispute any charge that I did not agree upon. At no time did Metro Credit Union follow up with me within the month of June/July until I went into the bank in person and inquired about my dispute. Regards, [redacted] ***

Dear Revdex.com Thank you for bring this matter to our attention as member service is a priority at Metro Credit Union. Due to the following information, Metro unfortunately will not be reimbursing Ms*** for the requested fundsOn Friday, February 12, I was able to reach
Ms*** to clarify some information regarding her complaint that was filed on 2/6/2016. I initially had questions about the date of the incident as our records did not show a transaction on 2/3/2016, which was the date listed in the complaintAfter speaking with Ms*** she said it happened months ago and could not remember exactly when it was; however she stated that the dealership quoted $for the service, however, when she saw the debit on her account, the amount was $and she added that they did not even do the work properly and she was dissatisfied. After researching the matter, it was discovered that the amount was actually $and the incident occurred on 6/24/and the account was debited on 6/25/2015. Ms*** further explained she did not know the amount was more than the quoted $at the time of the transactionShe further stated that she called Metro to dispute the charge and was told she was all set by the Metro Representative after she explained the incident. She then said she went into the Albany Street Branch of Metro sometime later (she is not sure of the date) because she believes that the call center agent did not process her transaction properly and she then filed a dispute in the branch that dayUnfortunately, Metro does not have a ATM/Debit dispute filed by Ms***. All records have been thoroughly researched multiple times and there is no record of a dispute being filed. In addition, as we record all incoming calls into our call center, we reviewed all telephone calls made by Ms***’s telephone number to Metro for the past thirteen (13) months. Although there were several calls made to Metro by her telephone number during this time, they were all about transactions other than an ATM/Debit disputeIt should be noted that Ms*** indicated she does not have any paperwork from the dispute or the transaction as wellIn addition, when reviewing the *** file for the debit transaction of $996.64, it was determined that the debit was a “swipe” transaction and not a “Key entry”, which means that this charge was signed by Ms*** and not entered in by the dealership, indicating that she knew the amount of the transaction on the day of the incidentIt appears that Ms***’s real complaint is with the dealership, as she stated numerous times in our telephone conversation that they did not do the work properly. It is our position that Metro processed the transaction properly within standard guidelines. As stated, previously it is our intention not to reimburse Ms*** at this timePlease let me know if I can provide any additional information to assist you in processing this complaintThank you, *** ** *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
[I did not assume that the charges cleared I know for a fact that the charges were on my account soon there *** is saying This is not the first time I have had this issueEven if the charges were "pending" like you say it would be taken from my current balance and it wasThis credit union needs to be investigatedThe responses that I have got from them have been bland and unapologeticI never requested to have the overdraft fees refundedThe rep offered to return the fees to me and when I checked my account the next day she returned bothNone of which I asked for because that is beyond the point of this issueWhen I was contacted by *** the day after I originally called she informed me that she was not given the message the day beforeI informed her that I appreciated getting the fees refunded but the issues was deeper then That
Regards,
*** ***

Ms*** spoke with a Contact Supervisor, who initially agreed to rebate the member one fee out of the two fees she was requesting. At that time the member asked to speak with a manager and was given the manager’s name, *** and she was told *** would call her back.
Ultimately, the Contact Supervisor ended up reviewing the member’s history and decided that it was appropriate to give her back both fees that she was requesting. However, she got side tracked and failed to call the member back or notify *** to call the member. Therefore, we did not meet our member’s expectations, which we apologized for to the member. *** reached out to the member when we received this complaint to inform her that both fees were rebated and apologize for the poor member experience In her complaint, Ms*** indicated that there was discrepancy in her checking account balance from Saturday (5/27/17) and Tuesday (5/30/17). Upon review, it appears that Ms*** saw two debit items ($for *** and $for *** Life) listed on her *** app and she assumed they cleared her account at that time; however, they were actually pending items (not cleared items) waiting to clear on the next business day, which was Tuesday, May 30th as Monday was Memorial DayThis is what caused the paid returned items. As was stated previously, the member was reimbursed for both items as she originally requested *** considers this complaint closed

Dear Revdex.com, Metro stands by its original position to not reimburse Ms***. We view this as a merchant dispute and not a case of fraud based on the known circumstances. That being said, member satisfaction is very important at Metro and we would certainly take responsibility if we did, in fact, make an error back is June. To date, we have no record of a dispute being filed or a telephone call placing a dispute. If Ms*** can produce any documentation to the contrary, we will certainly pursue a solution to rectify the situationIf you need any additional information, please let me know and I will be glad to assist youThank you, *** *** Metro Credit Union Senior Vice President Tell us why here

Thank you for sharing Ms***'s response with us. Member satisfaction is a priority at *** and it is always disappointing when we do not meet a member's expectation.After researching Ms***'s complaint in detail, we stand by our original responseThe debits in question were pending at the time she viewed them on line and not actually deducted from her account.If Ms*** would like to develop this further, she is welcome to reach out to *** ***, SVP of Corporate Sales & Service at *** ** ***Thank you,*** Credit Union

This member's debit card was initially setup up incorrectly after her original card was shut down due to fraud (a Metro error). The member attempted to rectify the situation on multiple occasions and was assured her card was all set, when it unfortunately was not.  Member called Member Service...

to have the situation rectified on 10/10 and was sent to a contact center agent without requisite permissions to assist the member with debit cards. The member asked to speak to a supervisor and was sent to a supervisor who admittedly did not handle the call well, ultimately making the member more angry regarding the situation.  A management escalation was then delivered to Contact Center Management. Ultimately, we reached out to the member on 10/10 and apologized for the situations that she had encountered.  We made sure that her card was corrected and that the card was appropriately working. Further, we provided her a direct telephone number to call if she had any further issues, which she did not.  This member also posted on Social Media and all responses were responded to.  Member gave us a positive message on Facebook confirming that she was all set on the evening of 10/10/2017. Management is actively addressing the service issues encountered by this member to prevent future occurrence.

Our member, [redacted] was contacted on 5/18/17 by [redacted], the Assistant Manager in our Contact Center.  [redacted] apologized for any inconvenience and explained that our core processor was down and therefore, we had no access to her account which was why she could only take $250 in cash...

and why we were not able to give her an instant issued Debit Card.  [redacted] also explained the fees and she rushed ordered Ms. [redacted] a new Debit Card which was received on 5/23/17 by Ms. [redacted], who is already using the new card. At this point, Metro considers this complaint to be resolved.  Please let me know if you need any additional information.[redacted]
Senior Vice President[redacted]

Revdex.com:
I will produce my phone r ecords from that time.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

Dear Mr. [redacted],Thank you for sharing your concern with us, as member service is a priority at Metro and it is always disappointing to learn when we did not meet a member's expectation.  After researching your situation I discovered that you had 8 insufficient fees at $30 each for 8...

returned items and one $30 fee was rebated as a courtesy. In your membership file there is a document which is attached for your review, that you signed at account opening, that designates you did not want Metro to pay any overdrafts.  Also attached is a Fee Schedule that states there is a $30 fee for insufficient funds. Based on that, the credit union does not believe you were charged unfairly or charged in error.In your complaint you stated that the representative informed you that the payment would be blocked, which it was.  The fee for authorizing a debit to your account that is insufficient is $30, which is stated on the Fee Schedule that was provided to you in your new account information.Unfortunately, Metro will not be rebating you the remaining $210 in fees. Please let me know if I can provide any additional information to assist you.Sincerely,[redacted].SVP - Retail Services[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Metro Credit Union did not acknowledge thatI contacted them immediately and they failed to follow through with the necessary paper wrok. They have a history of not protecting their customers. I went into the branch to follow up on my complaint from June 2015 and was informed by the teller the proper paper work was never completed and was directed at that time to complete an affidavit. After that a few weeks went by and I heard from an intern and reported too much time went  by. I was discontent this is not the first time the bank has not followed through with a fraudulent charge to my account. The dealer held on to my card and charged and additional amount that I was not aware of and or never completed the work. I have the right to dispute any charge that I did not agree upon. At no time did Metro Credit Union follow up with me within the month of June/July until I went into the bank in person and inquired about my dispute.
Regards,
[redacted]

Dear Ms. [redacted]: Thank you for taking the time to provide us with your feedback in regards to your recent experience trying to get a loan.  Member satisfaction is a priority at Metro,and it is always disappointing to learn when we did not meet that standard.  It is through member...

feedback, such as yours, that enables us to continually improve our service levels. Your loan application was submitted for a second review and it has been approved. I wanted to make sure that you knew your complaint had been received, and your feedback has been shared with our Senior Managementteam for review and discussion.