Mobiloil Credit Union

Complaint: I am rejecting this response because:I am at a total disadvantage with good credit I am owing all money lenders in Beaumont with a small income trying to stay alive in a broke down house with a wife in this state of Texas When I came to you the first time to file those forms, she told me the bank told her that the signature is not right on the first set of papers Went back to the bank to get a fresh set of copies made with the same signature then we was called in the office and the first thing she me is you and she getting along I told her yes then I told her all these years we are waiting and she say we will get in touch with you and all this time people are building houses all around ours waiting on the people to call It takes all my money as fast as I make it to keep the house each month waiting on the people to call Sincerely, [redacted]

Complaint: I am rejecting this response because:Oddly, they made no mention that they found the payees I'm currently using, slast year Sincerely, [redacted]

As stated in our previous response, the credit union was able to validate that various activities had taken place within the bill payment area, including the scheduling and processing of other bill paymentsWe could not find any activity indicating the payees in question had ever been set upThe member requested the credit union to research the month of October as the month in which he set up the payees in questionThe bill pay activity was not found during the month of October As a courtesy we performed a search for the payees as far back as January Our findings were communicated to our member on February 9, 2016, at which time he requested information on all payees set up, payees deleted, payments scheduled and so forth for years prior to At that point, the member was quoted the credit union’s standard hourly research fee since this is a more extensive research request and is charged to any of our members requesting extensive researchThe member declined to pay the fee We reached out to GCCISD to request the indicated fees be waivedThey will not do so without a written statement from the credit union stating we were at fault The credit union will not provide a written statement of this natureWe uphold our offer to phone the State of Texas providing our member will communicate the contact information to us While we are not at liberty to discuss or confirm our members balance informationWe will further discuss this information with him should he feel the need to contact us The credit union has concluded that had the member completed and submitted the new payees properly they would have processed in the same manner as all of his other bill paymentsThe credit union stands by our decision to not refund the fees from GCCISD and the State of Texas This response was prepared by [redacted] , Vice President at Mobiloil CU

Complaint:
I am rejecting this response because:The research never revealed ANY of the new Payee's I added last year I am still using these new payees so I know adding them was successful If the research would have come back, "Hey we noticed you added these two payees at this time, oh and here is where you deleted another," I would have known the research method was valid.I even gave the researcher a hint on when to look, but when she came up empty handed, she then asked for $20/hour research fee I would have been happy to pay the fee if they would have found the payees that I added last year and am STILL using.The timeline they provided is accurate and tells you how closely I watch my account Since I put the tax payees ahead in time, I was able to confirm they were still there multiple times before the TWO payees disappeared.I've kept an average of $110K for years at MobilOil If they make 2.5% on that money, they would have made $ I'm asking for less than $ You'd think they'd almost want to do it just to keep a happy customer :)
Sincerely,
*** ***

In our final response regarding this issue, MOFCU wishes to provide clarity by stating: MOFCU did locate all current payees and were able to validate the various activitiesLikewise, there was no activity indicating payments had ever been scheduled or deleted for the payees in question. Furthermore, as previously stated, we have a process in place in which emails are sent to members when payees are added, payments are scheduled, deleted and so forth. These emails are tracked within our logs as well. During our research, we did not find where any emails were generated for the payees referenced by our member. Hence, there is no evidence that the payees or the payments were ever fully submitted. Therefore, it is the credit union’s position that an error has not occurred on our behalf. We have not experienced any such issues relative to the processing of our bill payments to date and it is not our practice to delete our members’ payees, payments, or other information as described by our member. In closing: The same process was followed on each payee that was swith a confirmation email being sentIn regards to the payees in question, we could not find any activity indicating they had ever been set upThe credit union has concluded that had the member completed and submitted the new payees properly they would have processed in the same manner as all of his other bill paymentsThe credit union stands by our decision to not refund the fees from GCCISD and the State of Texas.This response was prepared by *** ***, Vice President at Mobiloil CU

The credit union provides a safe environment to protect our employees and ***s. We will impose sanctions on any *** who does not abide by a basic code of conduct. In this case, Mr*** frequently visits the credit union displaying verbally abusive and disruptive behavior to the
staff and ***s. Assistance from the police was requested on November 17, The policeman spoke with Mr*** and a Trespass Warning was issued. The *** has been told he can no longer visit the branch. He may conduct his business by mail, internet or call center
Response prepared by:
*** ***
Vice President

First, the credit union would like for our member to know that we empathize with her and value her concerns and feedback greatly. It is also our goal to ensure our members’ needs are met and issues are resolved to their satisfaction to the extent possible. We have researched the matter
at hand and would like to provide the following information in response: Upon receipt of the dispute for the Rodeway Inn transaction, the credit union carried out our research process in which we contacted the merchant for verification of the transaction and requested a refund on behalf of our member. According to the merchant, our member authorized the transaction, a payment confirmation was delivered to our member via email, and our member failed to cancel the transaction within the time frame required. Further, the merchant has denied our request for a refund of the transaction. For this reason, the credit union was not able to remove or credit the charge back to our member’s account as requestedOur member will need to work with Rodeway Inn directly to reach a desirable resolution at this juncture

The credit union stands by our original response to the complaint.  Mr. [redacted] will not be allowed in the branch.  He may conduct his business by mail, phone or internet.

First, the credit union would like for our member to know that we value his concerns and feedback.  We also work very hard to exceed our members’ expectations and to ensure that our systems do not fail them.  At this juncture, we would like to take this opportunity to provide additional...

details surrounding this incident as we understand them:
Our member first emailed the credit union regarding his concerns with our bill payment system on February 3, 2016 at 7:18pm.  We attempted to phone him the following day and were unable to reach him.  Subsequently, an email was sent on February 4, 2016 at 2:59pm requesting that he contact the credit union to further discuss the matter and so that we could obtain details needed to carry out our research.  Mr. Member phoned the credit union on the morning of February 5, 2016 and provided the credit union with the information needed to begin our research.  The credit union reviewed multiple reports and logs relative to our bill payment services to identify all activity that had taken place on his account dating as far back as January 2015.  According to the member, the payees would have been set up in October 2015, so we felt that searching back to January 2015 would give us more than enough data.  While we were able to validate that various activities had taken place within the bill payment area, including the scheduling and processing of other bill payments, we could not find any activity indicating the payees in question had ever been set up.  Likewise, there was no activity indicating payments had ever been scheduled or deleted for the payees in question either.  Furthermore, we have a process in place in which emails are sent to members when payees are added, payments are scheduled, deleted and so forth.  These emails are tracked within our logs as well.  During our research, we did not find where any emails were generated for the payees referenced by our member.  Hence, there is no evidence that the payees or the payments were ever fully submitted.  We notified our member of our findings on Tuesday, February 9th.  That being said, it is the credit union’s position that an error has not occurred on our behalf.  We have not experienced any such issues relative to the processing of our bill payments to date and it is not our practice to delete our members’ payees, payments, or other information as described by our member.
While our research appears to confirm that a credit union error has not occurred, here’s what we’ve done thus far and are also willing to do to accommodate the member’s desired settlement:
1)      The credit union has made an attempt to contact [redacted] with GCCISD as requested and left a voicemail message for her.  We’ve not heard back as of yet, but will continue our efforts to reach her to see if there is anything we can do to potentially have the $315.87 in fees waived.
2)      With regard to the $80.14 in fees owed to the State of Texas, the credit union will not absorb those fees.  However, we are willing to phone them as well should the member provide the credit union with contact information as he did for GCCISD.
3)      Although we appreciate the member’s suggestion, we already have automated emails in place that are sent to notify members of activity that occurs within their bill payment accounts, particularly when payees are deleted.
At Mobiloil CU, we consider it our top priority to exceed our members’ expectations and to ensure that we have reliable systems in place and we will never hesitate to assume ownership of our mistakes when/if they occur.  Unfortunately, the credit union is unable to substantiate this particular claim or reimburse fees as requested.
This response was prepared by [redacted], Vice President at Mobiloil CU

Mobiloil Federal Credit Union has investigated the complaint submitted on 11/15/2015. In reviewing Ms. [redacted] account we have concluded that the payday lenders are collecting payments from the account listed in the complaint. This has resulted in NSF fees legitimately being assessed to Ms. [redacted]...

account.  The fees were charged due to either a negative or zero balance in the account at the time of the ACH withdrawals. Ms. [redacted] is contractually bound to pay the payday lenders through the account she provided to them. Ms. [redacted] should contact the payday lenders directly to discuss alternative payment options. The credit union does not control the amount or number of payments nor do we independently provide the [redacted] account information to third parties. We empathize with Ms. [redacted]’s situation and would like to offer a courtesy NSF fee refund of $90.00.  A credit union manager would also like to phone Ms. [redacted] to discuss further should she agree.
Response Prepared by:  [redacted], VP of Support and Electronic Services

Complaint: 11127245
I am rejecting this response because:We are getting somewhere!  "As a courtesy we performed a search for the payees as far back as January 2015..."  Yes, they did perform the search, but they could not find FOUR payees that I set-up last year when I moved THAT I AM STILL USING NOW.  If they can't find the FOUR that were added (and another one I deleted last year), then they could NEVER find the two payees they deleted by using the same method.  I didn't want to pay for research when they were unable to find a "test data search" example.If they could have found the FOUR payee additions last year, and the one I deleted at about the same time, I would have believed them that they had an accurate data base.
Sincerely,
[redacted]

Complaint: 10321983
I am rejecting this response because:I am at a total disadvantage with good credit.  I am owing all money lenders in Beaumont with a small income trying to stay alive in a broke down house with a wife in this state of Texas.  When I came to you the first time to file those forms, she told me the bank told her that the signature is not right on the first set of papers.  Went back to the bank to get a fresh set of copies made with the same signature then we was called in the office and the first thing she me is you and she getting along.  I told her yes then I told her all these years we are waiting and she say we will get in touch with you and all this time people are building houses all around ours waiting on the people to call.  It takes all my money as fast as I make it to keep the house each month waiting on the people to call.
Sincerely,[redacted]

Complaint: 11127245
I am rejecting this response because:Oddly, they made no mention that they found the payees I'm currently using, set-up last year.
Sincerely,
[redacted]

As stated in our previous response, the credit union was able to validate that various activities had taken place within the bill payment area, including the scheduling and processing of other bill payments. We could not find any activity indicating the payees in question had ever been set up. The member requested the credit union to research the month of October 2015 as the month in which he set up the payees in question. The bill pay activity was not found during the month of October 2015. As a courtesy we performed a search for the payees as far back as January 2015. Our findings were communicated to our member on February 9, 2016, at which time he requested information on all payees set up, payees deleted, payments scheduled and so forth for years prior to 2015.  At that point, the member was quoted the credit union’s standard hourly research fee since this is a more extensive research request and is charged to any of our members requesting extensive research. The member declined to pay the fee.
We reached out to GCCISD to request the indicated fees be waived. They will not do so without a written statement from the credit union stating we were at fault.  The credit union will not provide a written statement of this nature. We uphold our offer to phone the State of Texas providing our member will communicate the contact information to us.
While we are not at liberty to discuss or confirm our members balance information. We will further discuss this information with him should he feel the need to contact us.
The credit union has concluded that had the member completed and submitted the new payees properly they would have processed in the same manner as all of his other bill payments. The credit union stands by our decision to not refund the fees from GCCISD and the State of Texas.
This response was prepared by [redacted], Vice President at Mobiloil CU