Middletown Fence

Good afternoon, Please accept this as our response to the complaint. Ms [redacted] also sent an email to EVP Michael Peters at REGIONAL on June 7th and a follow up email to EVP Michael Peters and [redacted] on Friday, June 8th. Please note our member provided Ms***'s name and contact information as a reference on the vehicle loan. We have no obligation to notify her that she was used as a reference by her brother at the time of the loan. The member is responsible for that informationThe credit union also has security/collateral rights to the deposit accounts as part of the loan agreement signed by the late member. I ( [redacted] reviewed the account and replied back to Ms [redacted] on Friday, June 8th. In my response, I outlined for Ms [redacted] that REGIONAL contacted her and her mother about the vehicle and we were working with them about a possible purchase of the vehicle. However, there was not any resolution while they were in our area in May. In addition, as Ms [redacted] referenced, they returned to Arkansas with the vehiclePrior to leaving they did not provide any notification to REGIONAL that they were taking the car. We tried to contact them, but she didn't respond back while they were returning to Arkansas as she stated. As such, we felt in was in the best interest to exercise our rights under the loan and pick up the vehicle. In these situations we try to work with the family to purchase the vehicle to satisfy the outstanding loan when possible. However, if there is no clear resolution we need to resolve the matter in a timely manner. In this case, we were not able to make any agreements with Ms [redacted] and/or the family. REGIONAL has acted in accordance with the terms and conditions outlined in our Loan Agreement signed by the late member. In reviewing all the details, I believe our team acted accordingly, professionally and in the best interest of our members. In addition, I apologized that the process didn't meet her expectations as we hold our service levels to the highest standards. Cordially, [redacted] ***

I am rejecting this response because: After Regional picked up the car, ***, the loan manager, reached out to me, not beforeI never spoke with anyone at Regional about making arrangements about the car until this time, with the exception of the original inquiry from Annette (which did not include any arrangements, just an inquiry as to whether we were interested in the car and which I forwarded to my mother)At this time, I indicated that there was another family member interested in the car. *** said he would find out a settlement amount and get back with meAfter a week's time, he had still not called back with the amount, so I contacted him againAt that time, again he again indicated he would get the amount and call me backHe did not call me with the amount I contacted Regional days later and left a message asking him to call meHe did notIt was only at that time that I contacted the Vice *** ***The statements given by *** at Regional in response are not accurate in the timelineAt no time did Regional ever give us an amount for the car. We did not receive contact from Regional while travelingThere was a message left, however, it was not received until days laterThis is simply due to cell reception, I am sureHowever, once it was received, it was a Saturday and impossible to respond to due to the hours at the bankBy the time the bank opened again, the car was already picked up by Regional. My issue is that I was told that Regional would provide a settlement amount and they did notThis happened AFTER they picked up the car, not before, as they are attempting to make this appearI would also like to note that I did not take that car out of the state, I have never even sat in the carMy mother drove her son's car to her house and then attempted to contact the bankWe have emails that she can provide to show thisWhen Regional picked up the car the following Monday, she decided she did not want to deal with themIt was at that point that I stepped in and was told by *** that he would get an amount for me, which never happened.

I appreciate the opportunity to respond once again.? As part of my response, I believe it is important to point out that Ms*** and the family did not lose any money or services when REGIONAL picked up the vehicle.? We try to work with the family in these cases to determine if a purchase by them is more reasonable than liquidating the collateral.? However, the family has no ownership rights to the vehicle as a result of the loan the member did with REGIONAL.? The vehicle was solely in the name of our member and pledged as collateral for his loan.? The were indeed attempts to communicate with the family and Ms***.? However, after waiting for the family to arrive in Northwest Indiana, not having a clear direction on whether it would be purchased while here and then leaving the area with the collateral, we determined the best route would be to pick up and liquidate the vehicle.? Please keep in mind again, Ms*** and the family were not out anything during this entire process.? ? ? We understand this is a very trying time for the family due to the circumstances.? Unfortunately, a resolution could not be reached in a timely manner.? The vehicle loan is still outstanding as we approach days since the member's passing.? ? As a result, REGIONAL has decided the best course of action is for us to liquidate the vehicle ourselves.? ? We wish Ms*** and the family the best in the future.? As I referenced previously, I do believe we acted appropriately.? In addition, I do apologize to the family that they are not satisfied with our interaction.? We work very hard to provide high levels of service to members and non-members alike.? Cordially,*** ***
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Good afternoon,? Please accept this as our response to the complaint.? Ms*** also sent an email to EVP Michael Peters at REGIONAL on June 7th and a follow up email to EVP Michael Peters and *** *** *** on Friday, June 8th.? ? Please note our member provided Ms***'s name
and contact information as a reference on the vehicle loan.? We have no obligation to notify her that she was used as a reference by her brother at the time of the loan.? The member is responsible for that informationThe credit union also has security/collateral rights to the deposit accounts as part of the loan agreement signed by the late member.? I (*** *** reviewed the account and replied back to Ms*** on Friday, June 8th.? In my response, I outlined for Ms*** that REGIONAL contacted her and her mother about the vehicle and we were working with them about a possible purchase of the vehicle.? ? However, there was not any resolution while they were in our area in May.? In addition, as Ms*** referenced, they returned to Arkansas with the vehiclePrior to leaving they did not provide any notification to REGIONAL that they were taking the car.? ? We tried to contact them, but she didn't respond back while they were returning to Arkansas as she stated.? ? As such, we felt in was in the best interest to exercise our rights under the loan and pick up the vehicle.? In these situations we try to work with the family to purchase the vehicle to satisfy the outstanding loan when possible.? However, if there is no clear resolution we need to resolve the matter in a timely manner.? In this case, we were not able to make any agreements with Ms*** and/or the family.? REGIONAL has acted in accordance with the terms and conditions outlined in our Loan Agreement signed by the late member.? In reviewing all the details, I believe our team acted accordingly, professionally and in the best interest of our members.? In addition, I apologized that the process didn't meet her expectations as we hold our service levels to the highest standards.? ? ? Cordially, *** ***
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