Mid-Atlantic Federal Credit Union

This letter is in response to the complaint received May 19, from your office referencing case [redacted] The allegations, in the complaint, as we understand, are:Member is disputing transaction to [redacted] *** for services providedThe credit union processed a provisional credit for the disputed charge and then reversed the credit without notice.To address the complaint, I had the Operations Support Team Lead review the history of the member's accountThe following was discovered:April 20, the member went to [redacted] to get her vehicle fixed due to a "noise" [redacted] determined that the car needed a new engine which would be an estimate of $7,as well as an oil change and filter replacementsAt that time the member agreed to have the oil change.2.April 26, 2017, the member filed a claim to dispute the charge of $for the oil change due to her trading in that vehicle for a new purchaseThe dispute department sent a letter to the member dated April 26, acknowledging the disputed transaction.3.April 28, the member was provided with a provisional credit and the dispute investigation process began4.May 3, 2017, after the claim was investigated it was determined that there was no error due to the member stating she agreed to the services that were providedA letter was sent to the member stating there was no error and that the provisional credits would be reversed5.May 17, provisional credit in the amount of was reversed from the member's account.After reviewing this case, we've determined that the credit union helped the member the best way possible based upon the various circumstancesIf you have any questions please feel free to contact me at [redacted] ***Regards,Barbara E [redacted]

[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]

[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: [redacted] I am rejecting this response because: It is filled with information from the businessMy situation first off was not handled in a timely manner despite numerous e-mails and phone calls from my side trying to make that the caseThis letter mentions over and over about how I went into the branch to talk with people when in fact I have never entered one of their branches in personI only dealt with members of their staff on the phone and given the urgency of the request it was fairly infrequently that I would talk to someone at the branch or that I could actually get a hold of someoneThe line of credit I was applying for normally has a 24-hour turn around time however I applied on the 1st of July and didn't hear back from Andrea about the social security number issue until the following Friday where I was told basically I would have to wait over a month to deal with the issueThe issue from my social security number had to do with an obvious mistake from someone entering the wrong number as the name and birth date didn't match mineThe manager I dealt with when I finally was able to talk to one (as several times I called I was told there were no managers around or none working that day) Lisbeth A***, she was extremely rude to me as a customer and spoke down to me several times without taking responsibility for Andrea's complete lack of professionalism or communicationAs someone that works with customers every day I could not believe how rude Liz was to me and how little she and Andrea cared about me as a client or potential clientThey both seemed to not care that they were not being helpful and upon hearing that I had left Andrea voice-mails, Liz told me that I needed to learn that I wasn't Andrea's only client and maybe I should try emailing herWhen I mentioned that I had emailed her several times to no response Liz was silent and then continued to talk down to me and make me feel as though this was completely my faultFinally when I asked Liz to stop the process and that I did not want to continue doing business with you, she said fine and then she and Andrea went ahead and opened an account for me at the Credit Union even after I said I did not want that to completeI had filled out the account paperwork to move forward with the loan but when I decided I did not want to work with people who were so irresponsible/unresponsive and asked them to stop, they completed that paperwork and then opened up an account for me which I now can't close without damaging my credit scoreI absolutely reject their description of events and can provide the unanswered email chains as well as phone records to show how frequently I was calling attempting to work with themThe business however saying that I ever met either of these two women or entered one of their facilities is a complete falsehood and I hope that other citizens are not being swindled or taken advantage of by these lackadaisical practices that are currently taking place here.Regards, [redacted]

This letter is in response to the complaint received December 12, from your office referencing case # [redacted] The allegation, in the complaint, as we understand, is:The credit union is sending unwanted correspondenceTo address the complaint, I had the VP of Strategy & Remote Services review the account and discuss the issue with the call center representativeThe following was discovered:On November 12, the member sent an email indicating she was receiving mail addressed to someone who she had a joint account with at one timeThe credit union replied stating the account was marked as closed and that we did not show any correspondence being sentNovember 28, the member sent a second email stating she was still receiving the correspondenceThe credit union representative double checked the account, verified it was closed and then also coded the account to opt-out of any marketing correspondence since we felt this may be the problemOne week later, on December 6, 2016, we received a third email from the member stating she was still receiving correspondence from the credit unionThe credit union representative replied asking for a phone number to discuss what type of correspondence she was receivingA response was never receivedAfter receiving the complaint from Revdex.com the credit union called the phone number listed on the complaint in an effort to get clarification as to the type of correspondence the member was receivingA message was leftFinally on December 15, the member returned the callShe was very aggravated and stated she wanted no further contact from the credit union because it took time out of her busy dayThe representative tried to explain the call was only to determine what type of correspondence was received which would allow us to contact that vendor directlyShe stated that she didn't open the mail because that would be a federal offenseBefore ending the call she stated again that she wanted no further contact from the credit union which included phone calls.After reviewing this case, we've determined that the credit union took the necessary steps to discontinue all correspondence with the member therefore without knowledge of what the member is receiving we are unable to take any further action if applicable.If you have any questions please feel free to contact me at ###-###-####.Regards,Shawn M [redacted]

[redacted] ,This letter is in response to the complaint received March 31, from your office referencing case # [redacted] The allegations, in the complaint, as we understand, are:The credit union did not process a request to add a joint owner to [redacted] ***'s accountA security hold was placed on the account which caused the member to make several trips to the credit unionMember wishes to close his accountTo address the complaint, I had the Branch Manager from our Germantown branch review the history of the member's accountThe following was discovered:March 19th the member deposited three government checks totaling $2,No hold of any kind was placed on the checksImmediately following the deposit the member withdrew the funds in cash and closed his accountThe request to add a joint owner was not handled properly by the Gaithersburg branch employeeThe credit union's policy is not to accept documentation signed by a person that is not present to identify themselvesHowever an exception is sometimes made which would allow for the member to take the documentation and have the non-present persons signature notarizedAdditional training has been provided to the branchAn employee of the Germantown branch attempted to contact [redacted] on several occasions for an unrelated request but to date has not received a return callThe Branch Manager also made an attempt to contact the member.After reviewing this case, we've determined that the credit union did not prevent the member from withdrawing his funds and the account was closed prior to the complaint being filed with the Revdex.comIf you have any questions please feel free to contact me at ###-###-####.Regards,Shawn M [redacted] , NCCO, NCRM VP/Director of Compliance & Risk Management

This letter is in response to the complaint received August 26, from your office referencing case #The allegations, in the complaint, as we understand, are:The credit union is falsely charging NSF feesMember requests the Sin fees be refunded.To address the complaint, I had the AVP, Member Relationship Manager review the account and discuss the issue with the call center representativeThe following was discovered:On August 22" the member call the call center and spoke with Lisa P***She inquired as to why She was charged two NSF feesMsP [redacted] explained the money was on hold due to two charges by [redacted] MsP [redacted] informed the member that airlines, hotel and rental car Companies Sometimes keep a hold on an account for up to five business daysAs a result the items were paid through Privilege Pay and the account incurred a $fee for each transactionDuring the call the member requested the fees be refundedSince the member preferred to have an item returned and to not incur any further fees, MsP [redacted] said she would refund the fees if the member opted out of Privilege Pay which the member agreed to doThe fees were refunded at 4:04pm on 8/22, the same day the member filed the complaint with Revdex.com.After reviewing this case, we've determined that the Credit union resolved the issue in a timely manner and to the member's satisfaction prior to the complaint being filed with the Revdex.comIf you have any questions please feel free to contact me at ###-###-####.Regards,Shawn M [redacted]

This letter is in response to the additional concerns from An [redacted] as described on your letter dated December 28, referencing case # [redacted] .As acknowledged by the customer, Mid-Atlantic FCU never received the message indicating she had requested not to be contacted via telephone during business hoursTherefore, in an effort to address and resolve the issue we attempted to contact Ms [redacted] .On December 14, we called the customer to get clarification as to the type of correspondence she was receivingA message was leftAnother call was made the next day and a second message was leftLater that day the customer returned our call indicating she did not open the correspondence thus she could not provide the information we were inquiring aboutAt that time she requested no further contact from the Credit Union to be madeNo additional calls have been made to the customer since this requestAfter further research we believe the correspondence the customer was receiving came from our Life Insurance business partnerOn December 29, we contacted them and requested to suppress all future correspondence to the customer’s address effective immediatelyThis request was completed the same dayWe believe after contacting our Life Insurance business partner that future correspondence sent to the customer’s address on behalf of Mid-Atlantic FCU should be stopped by nowIf you have any questions please feel free to contact me at ###-###-####.Regards,Shawn M [redacted] , NCCO, NCRM VP/Director of Compliance & Risk Management

The information contained in this facsimile message is privileged and confidential information intended only for the use of the individual or entity names as recipientIf the reader is not the intended recipient, notice is hereby given that any dissemination or copying of this communication is
strictly prohibitedIf you have received this communication in error, please notify us immediately by telephone and return the original message to us at the address shown above via the U.SPostal Service, The credit union did not communicate with *** *** and refused to set her speak to the manager in a timely fashionShe was also given and misleading information, To address the complaint, I spoke to the Financial Service Representative, Andrea A***, at the Silver Spring Branch that had been working with *** ***The member had come into the branch to apply for a Line of Credit for $15,While opening the membership, we discovered that her social security number was associated with another nameWe then escalated this to our Risk Management Department and eventually we resolved the issue so that we could open a membership for her. After the Loan Department reviewed *** ***'s Line of Credit application, it was declined for the $15,000,she had applied for but we counter offered for $5,insteadShe really needed the $15,so Andrea suggested she do an auto loanThe auto loan would allow her borrow against the equity in her vehicle at a lower interest rateAndrea had been checking with the loan department to see if there was enough equity in *** *** vehicle and she did not want to put through the auto loan application until she knew for sure the loan could be done*** *** came into the Silver Spring Branch to speak to AndreaAndrea was off that day so she spoke to the Assistant Branch Manager, Lisbeth A*** *** asked about the Status of her auto loan application and Liz was unable to find the auto loan application for herLiz had told the member that she would follow up with Andrea when she returned the next day*** *** was very upset by this and told Lisbeth that she would be contacting the Revdex.com because she felt she had not been taken careAndrea had planned on following up with the Loan Department and *** *** the following day when she returned to the office and complete the loan application if the loan was something the credit union could do. After reviewing the case, we've determined that the credit union helped the member the best way we could based upon the various circumstances we were confronted withI did not attempt to contact this member but will contact her to see if there is anything the credit union can do for her and address any further concerns she may have. If you have any questions, please feel free to contact me at ###-###-####.Regards,Tammy K*** Member Relationship Manager

November 12, 2015This letter is in response to the complaint received November 2, from your office referencing case #***The allegations, in the complaint, as we understand, are:The credit union did not contact *** *** following her claim submitted October 29th regarding a damaged
$bill she received at an ATM.To address the complaint, I reviewed the history of the member's account and found that $was credited to her account on October 30th at 2:07pmUnfortunately, it does appear that she was not contacted by our staff informing her of the correctionI've talked with the VP/Director of Remote Services and he stated our practice is to contact the member.After reviewing this case, we've determined that the credit union made the correction promptlyI did attempt to contact *** *** this morning but was unable to reach herA message was left apologizing for the inconvenience and that the correction was completed on October 30th.If you have any questions please feel free to contact me at ***.Regards,Shawn M***, NCCOVP/Director of Compliance & Risk Management

November 12, 2015This letter is in response to the complaint received November 2, from your office referencing case #***The allegations, in the complaint, as we understand, are:The credit union did not contact *** *** following her claim submitted October 29th
regarding a damaged $bill she received at an ATM.To address the complaint, I reviewed the history of the member's account and found that $was credited to her account on October 30th at 2:07pmUnfortunately, it does appear that she was not contacted by our staff informing her of the correctionI've talked with the VP/Director of Remote Services and he stated our practice is to contact the member.After reviewing this case, we've determined that the credit union made the correction promptlyI did attempt to contact *** *** this morning but was unable to reach herA message was left apologizing for the inconvenience and that the correction was completed on October 30th.If you have any questions please feel free to contact me at ***.Regards,
Shawn M***, NCCO
VP/Director of Compliance & Risk Management

[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. The business resolved the issue after the complaint was already filed
Regards,
*** ***

This letter is in response to the complaint received December 12, 2016 from your office referencing case #[redacted]. The allegation, in the complaint, as we understand, is:1. The credit union is sending unwanted correspondenceTo address the complaint, I had the VP of Strategy & Remote Services...

review the account and discuss the issue with the call center representative. The following was discovered:1. On November 12, 2016 the member sent an email indicating she was receiving mail addressed to someone who she had a joint account with at one time. The credit union replied stating the account was marked as closed and that we did not show any correspondence being sent.2. November 28, 2016 the member sent a second email stating she was still receiving the correspondence. The credit union representative double checked the account, verified it was closed and then also coded the account to opt-out of any marketing correspondence since we felt this may be the problem.3. One week later, on December 6, 2016, we received a third email from the member stating she was still receiving correspondence from the credit union. The credit union representative replied asking for a phone number to discuss what type of correspondence she was receiving. A response was never received.4. After receiving the complaint from Revdex.com the credit union called the phone number listed on the complaint in an effort to get clarification as to the type of correspondence the member was receiving. A message was left.5. Finally on December 15, 2015 the member returned the call. She was very aggravated and stated she wanted no further contact from the credit union because it took time out of her busy day. The representative tried to explain the call was only to determine what type of correspondence was received which would allow us to contact that vendor directly. She stated that she didn't open the mail because that would be a federal offense. Before ending the call she stated again that she wanted no further contact from the credit union which included phone calls.After reviewing this case, we've determined that the credit union took the necessary steps to discontinue all correspondence with the member therefore without knowledge of what the member is receiving we are unable to take any further action if applicable.If you have any questions please feel free to contact me at ###-###-####.Regards,Shawn M[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
It is filled with false information from the business. My situation first off was not handled in a timely manner despite numerous e-mails and phone calls from my side trying to make that the case. This letter mentions over and over about how I went into the branch to talk with people when in fact I have never entered one of their branches in person. I only dealt with members of their staff on the phone and given the urgency of the request it was fairly infrequently that I would talk to someone at the branch or that I could actually get a hold of someone. The line of credit I was applying for normally has a 24-28 hour turn around time however I applied on the 1st of July and didn't hear back from Andrea about the social security number issue until the following Friday where I was told basically I would have to wait over a month to deal with the issue. The issue from my social security number had to do with an obvious mistake from someone entering the wrong number as the name and birth date didn't match mine. The manager I dealt with when I finally was able to talk to one (as several times I called I was told there were no managers around or none working that day) Lisbeth A[redacted], she was extremely rude to me as a customer and spoke down to me several times without taking responsibility for Andrea's complete lack of professionalism or communication. As someone that works with customers every day I could not believe how rude Liz was to me and how little she and Andrea cared about me as a client or potential client. They both seemed to not care that they were not being helpful and upon hearing that I had left Andrea voice-mails, Liz told me that I needed to learn that I wasn't Andrea's only client and maybe I should try emailing her. When I mentioned that I had emailed her several times to no response Liz was silent and then continued to talk down to me and make me feel as though this was completely my fault. Finally when I asked Liz to stop the process and that I did not want to continue doing business with you, she said fine and then she and Andrea went ahead and opened an account for me at the Credit Union even after I said I did not want that to complete. I had filled out the account paperwork to move forward with the loan but when I decided I did not want to work with people who were so irresponsible/unresponsive and asked them to stop, they completed that paperwork and then opened up an account for me which I now can't close without damaging my credit score. I absolutely reject their description of events and can provide the unanswered email chains as well as phone records to show how frequently I was calling attempting to work with them. The business however saying that I ever met either of these two women or entered one of their facilities is a complete falsehood and I hope that other citizens are not being swindled or taken advantage of by these lackadaisical practices that are currently taking place here.Regards,[redacted]

[redacted],This letter is in response to the complaint received March 31, 2016 from your office referencing case #[redacted]. The allegations, in the complaint, as we understand, are:1. The credit union did not process a request to add a joint owner to [redacted]'s account.2. A security hold was...

placed on the account which caused the member to make several trips to the credit union.3. Member wishes to close his accountTo address the complaint, I had the Branch Manager from our Germantown branch review the history of the member's account. The following was discovered:1. March 19th the member deposited three government checks totaling $2,035.23. No hold of any kind was placed on the checks. Immediately following the deposit the member withdrew the funds in cash and closed his account. 2. The request to add a joint owner was not handled properly by the Gaithersburg branch employee. The credit union's policy is not to accept documentation signed by a person that is not present to identify themselves. However an exception is sometimes made which would allow for the member to take the documentation and have the non-present persons signature notarized. Additional training has been provided to the branch. 3. An employee of the Germantown branch attempted to contact [redacted] on several occasions for an unrelated request but to date has not received a return call. The Branch Manager also made an attempt to contact the member.After reviewing this case, we've determined that the credit union did not prevent the member from withdrawing his funds and the account was closed prior to the complaint being filed with the Revdex.com. If you have any questions please feel free to contact me at ###-###-####.Regards,Shawn M[redacted], NCCO, NCRM VP/Director of Compliance & Risk Management

[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]

This letter is in response to the additional concerns from An [redacted] as described on your letter dated December 28, 2016 referencing case #[redacted].As acknowledged by the customer, Mid-Atlantic FCU never received the message indicating she had requested not to be contacted via telephone during business hours. Therefore, in an effort to address and resolve the issue we attempted to contact Ms. [redacted].On December 14, 2016 we called the customer to get clarification as to the type of correspondence she was receiving. A message was left. Another call was made the next day and a second message was left. Later that day the customer returned our call indicating she did not open the correspondence thus she could not provide the information we were inquiring about. At that time she requested no further contact from the Credit Union to be made. No additional calls have been made to the customer since this request. After further research we believe the correspondence the customer was receiving came from our Life Insurance business partner. On December 29, 2016 we contacted them and requested to suppress all future correspondence to the customer’s address effective immediately. This request was completed the same day. We believe after contacting our Life Insurance business partner that future correspondence sent to the customer’s address on behalf of Mid-Atlantic FCU should be stopped by now. If you have any questions please feel free to contact me at ###-###-####.Regards,Shawn M[redacted], NCCO, NCRM VP/Director of Compliance & Risk Management

This letter is in response to the complaint received May 19, 2017 from your office referencing case [redacted] The allegations, in the complaint, as we understand, are:1. Member is disputing transaction to [redacted] for services provided.2. The credit union processed a provisional credit...

for the disputed charge and then reversed the credit without notice.To address the complaint, I had the Operations Support Team Lead review the history of the member's account. The following was discovered:1. April 20, 2017 the member went to [redacted] to get her vehicle fixed due to a "noise". [redacted] determined that the car needed a new engine which would be an estimate of $7,000 as well as an oil change and filter replacements. At that time the member agreed to have the oil change.2.April 26, 2017, the member filed a claim to dispute the charge of $193.27 for the oil change due to her trading in that vehicle for a new purchase. The dispute department sent a letter to the member dated April 26, 2017 acknowledging the disputed transaction.3.April 28, 2017 the member was provided with a provisional credit and the dispute investigation process began. 4.May 3, 2017, after the claim was investigated it was determined that there was no error due to the member stating she agreed to the services that were provided. A letter was sent to the member stating there was no error and that the provisional credits would be reversed. 5.May 17, 2017 provisional credit in the amount of 193.27 was reversed from the member's account.After reviewing this case, we've determined that the credit union helped the member the best way possible based upon the various circumstances. If you have any questions please feel free to contact me at [redacted]Regards,Barbara E[redacted]

This letter is in response to the complaint received August 26, 2016 from your office referencing case #1167.0049. The allegations, in the complaint, as we understand, are:1. The credit union is falsely charging NSF fees. 2. Member requests the S62 in fees be refunded.To address the complaint, I had...

the AVP, Member Relationship Manager review the account and discuss the issue with the call center representative. The following was discovered:1. On August 22" the member call the call center and spoke with Lisa P[redacted]. She inquired as to why She was charged two NSF fees. Ms. P[redacted] explained the money was on hold due to two charges by [redacted]. Ms. P[redacted] informed the member that airlines, hotel and rental car Companies Sometimes keep a hold on an account for up to five business days. As a result the items were paid through Privilege Pay and the account incurred a $31 fee for each transaction. 2. During the call the member requested the fees be refunded. Since the member preferred to have an item returned and to not incur any further fees, Ms. P[redacted] said she would refund the fees if the member opted out of Privilege Pay which the member agreed to do. The fees were refunded at 4:04pm on 8/22, the same day the member filed the complaint with Revdex.com.After reviewing this case, we've determined that the Credit union resolved the issue in a timely manner and to the member's satisfaction prior to the complaint being filed with the Revdex.com. If you have any questions please feel free to contact me at ###-###-####.Regards,Shawn M[redacted]

Attn: [redacted]Reference Complaint # [redacted]The complaint referenced above has been reviewed by our credit union. The results of the review are as follows:11/30/2015 – The member initiated a request for an auto loan at the Gaithersburg branch location of Mid-Atlantic...

Federal Credit Union. The loan request was submitted to the loan department for underwriting that same day. Upon reviewing the application, the loan officer determined the member had a freeze on his credit report which prevented the credit bureau from being pulled. The loan officer contacted the MAFCU representative who input the loan request for the member so they could inform the member of the issue. A request for the member to lift the credit pull freeze and submit all income was made by the MAFCU representative.12/4/2015 – The release on the credit report freeze was authorized and submitted to the loan officer. The loan officer then pulled the credit bureau and proceeded to underwrite the loan request. Once the credit was pulled, it was determined that the member did not qualify based on the debt to income ratio being well above the credit union’s lending policy guideline. All verifiable income was included in the calculation including employment and rental income. The debt to income ratio being too high was communicated to the MAFCU branch representative, who in turn communicated that to the member.12/5/2015 – Upon being notified that the debt to income ratio was too high to approve the loan request, the member then spoke with his wife and they decided to add her as a co-applicant. The wife was added as a co-applicant, however, she also had a freeze on her credit report.12/7/2015 – The freeze was lifted on the wife’s credit report.12/8/2015 – The loan was officially declined by the loan officer based on the debt to income ratio still being too high.12/11/2015 – The member requested the loan decision be reconsidered. The loan officer reviewed the loan application with another loan officer. It was determined by that loan officer that the loan should remain declined based on the debt to income ratio being too high. The offer was extended to the member to possibly review in the first part of 2016 once the member files his 2015 taxes to see if there is an improvement in cash flow that would allow the loan request to be approved.12/14/2015 – Member left a message for me, the Consumer Lending Manager, requesting a call back. I returned the call the same day to discuss the matter. The member expressed his concern regarding the process and displeasure with the decision. I acknowledged his complaint and informed him that the loan decision would not be overturned due to his debt-to-income ratio exceeding the credit union’s lending policy guidelines.  However, the offer was made to review any additional information the member would be able to provide to see if there were any improvements in cash flow. The member refused that suggestion and the call came to a close.Please feel free to contact me directly should you have any further questions.Sincerely,Kevin P[redacted]Assistant Vice President, Consumer Lending Manager###-###-####

This letter is in response to the complaint received August 26, 2016 from your office referencing case #1167.0049. The allegations, in the complaint, as we understand, are:1. The credit union is falsely charging NSF fees. 2. Member requests the S62 in fees be refunded.To address the...

complaint, I had the AVP, Member Relationship Manager review the account and discuss the issue with the call center representative. The following was discovered:1. On August 22" the member call the call center and spoke with Lisa P[redacted]. She inquired as to why She was charged two NSF fees. Ms. P[redacted] explained the money was on hold due to two charges by [redacted]. Ms. P[redacted] informed the member that airlines, hotel and rental car Companies Sometimes keep a hold on an account for up to five business days. As a result the items were paid through Privilege Pay and the account incurred a $31 fee for each transaction. 2. During the call the member requested the fees be refunded. Since the member preferred to have an item returned and to not incur any further fees, Ms. P[redacted] said she would refund the fees if the member opted out of Privilege Pay which the member agreed to do. The fees were refunded at 4:04pm on 8/22, the same day the member filed the complaint with Revdex.com.After reviewing this case, we've determined that the Credit union resolved the issue in a timely manner and to the member's satisfaction prior to the complaint being filed with the Revdex.com. If you have any questions please feel free to contact me at ###-###-####.Regards,Shawn M[redacted]