Mississippi Public Employee Credit Union

Last week this person spoke with my head teller who transferred the call to the manager. This person stated that a check was mailed to the credit union and it was applied to her vehicle loan on February 2, Towards the end of the month this person traded in her vehicle and
the dealership paid off her loan with the credit union. Upon reviewing the check that was mailed we see there was no instruction or identifying information on the check telling us what to do with the check other then this persons member number. The same thing happened on July 5, 2017, and November 3, 2017. I have asked all the tellers if they remember talking to this individual on February 5, 2018. Nobody has record of this phone call.This person receives a statement every month. Her January statement showed a loan principal balance of $11,962.08. On February 25, the dealership sent a check for $11,025.82. This is a difference of $which is more than payment. Did this person realize that there was a difference of $which is the equivalence of payments? Money is not missing, it was applied to the loan instead of her savings account where she evidently desired but did not provide instructions.We are truly sorry of any inconvenience this may have caused this person and are very willing to "undo" all transactions. However, this would also involve the dealership also making changes. This would increase the purchase price of her new automobile and if she financed this automobile it would cause her loan balance to be increased as well. We are unable to refund this person the $due to the fact that she did receive benefit of the funds and we did not receive instruction with the check telling us what to do with the money. It places the teller in a position of having to guess what the intent is. Had this person brought this to my attention prior to her trading in the vehicle we would have gladly changed this for her

Complaint: ***
I am rejecting this response because: I have called every month this has happened and either spoke to a teller or the loan officer on the loan, *** which she is very unpleasant at all times. When the loan was taken out it was made clear to the loan officer that the loan would be paid by another financial institution and sent in therefore not to draft my account, it was in agreement then that that would take place for the duration of the loan. I did call on the 5th of February and again after to resolve the issue. The vehicle was traded in the last of the month there fore they had plenty of time from my first phone call to then to rectify the payment/transaction. I made several attempts to have it corrected, whether anyone in that office says they talked to me or not, I know I called on several occasions to have it corrected. This is NOT my error it is the MS Employees Credit Union error!
Regards,
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