Multi-Spec Home Inspection

RE: Revdex.com Complaint ID# [redacted] We apologize for the inconvenience you experienced as a result of our fraud prevention measuresYour frustration is understandableWe realize that the necessity to type in your pin, when you would typically swipe your card and go, can be frustrating and cause delays in your dayThis issue is more concerning when you are out of state and unsure if there’s a problem with your account or your cardWe would like to offer you some insight into our fraud prevention procedures and describe why these actions are so important to the protection of our membership and their accountsIn doing so, we hope to give you a better understanding of the steps we take for fraud prevention and how these steps are helping you, our memberWe receive fraudulent activity warnings and notifications frequentlyThese warnings can range from a specific merchant or merchant type, to an entire stateIt is necessary that we act quickly in order to protect our membership’s accountsIn doing so, we decrease the probability that our membership’s accounts will be affectedThe risk of fraud is controlled by simply requiring a pin number for transactions performed at specific stores, merchant types, or an entire stateIf one particular card is in question we may shut down that specific card until we are able to verify the transactions performed were legitimate transactions made by our memberTyping a pin number as opposed to swiping a debit card today could prevent a sizeable loss tomorrow Unfortunately, there is no way to predict when fraud attempts will occur or in what mannerBy restricting specific states, types of establishments, or specific stores to pin only transactions, we are decreasing the potential for loss resulting from fraudWe have a responsibility to our entire membership to protect their accounts from this type of activityIf our procedures are an issue to a specific member, we also have the capability to exclude the member from these holdsThis will limit the amount of protection for fraudulent activity for that account and leave the account vulnerable to attack and we do not recommend thisHowever, it is an option if the member finds the holds are too much of an issueFraudulent activity has been on the rise in recent years as more of the world’s population become dependent on technology and computers to conduct financial transactionsWhile the digital age has created convenience to the consumer, it has also made it easier for criminals to commit fraudBoth consumers and businesses alike are constantly at risk of becoming victimsAt Friends and Family Credit Union we take a proactive approach to this issue and diligently protect our members’ accountsSincerely, [redacted] loan counselor

To Whom It May Concern: I am writing in response to a complaint filed against our credit union by [redacted] Unfortunately, we have no control over the timeframe in which we receive transactionsWe process all received transactions immediately upon receipt [redacted] account was closed on December 27, due to “Excessive NSF’s.” [redacted] had NSF (nonsufficient funds) transactions since opening her account on October 14, when the account was closedIt is our policy to close an account if there is any negative account activity during the probationary period or within the first days of opening the accountWhen an account is closed, all cards on that account are closed as wellIf the account is closed due to negative activity, we send a letter explaining the reason the account was closed [redacted] s cards were closed and she was sent a letter explaining this on December 27, [redacted] called and discussed the matter with one of our managers on December 29, In regards to our overdraft protection services, we agreed to re-open [redacted] checking account on a trial basisThen, reevaluate the account after months of transactionsWe explained that, as a result of negative account activity, she currently does not have overdraft protectionIn addition, we explained to [redacted] *** that it is necessary to have sufficient funds in her account prior to writing any checks or authorizing any automated transactions or paymentsThere have been an additional NSF transactions as a result of returned checks and/or automated transactions from January 1, to January 31, At Friends and Family Credit Union, good customer service is our number one priorityWe must follow our policy and duty to all of our membersWe cannot allow account abuse to continue on an account when we have explained to that member that there must be sufficient funds in the account before any transactions should be performed [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While this explains the reason behind the fraud protection efforts of the financial institution, it does not address the requested actionAll that was asked for is a process of notification to the customersThis way the consumer is aware of when fraud activities have been identified and whereAn informed consumer is a alley in keeping fraud lowAdditionally, providing a sense of confidence with the institutionWhen activities are kept from the consumer, it can create an atmosphere of distrustAgain, looking to have a process of notification for changes made to the use of the account(s)
Regards,
*** ***

RE: Revdex.com Complaint ID#[redacted] We apologize for the inconvenience you experienced as a result of our fraud prevention measures. Your frustration is understandable. We realize that the necessity to type in your pin, when you would typically swipe your card and go, can be...

frustrating and cause delays in your day. This issue is more concerning when you are out of state and unsure if there’s a problem with your account or your card. We would like to offer you some insight into our fraud prevention procedures and describe why these actions are so important to the protection of our membership and their accounts. In doing so, we hope to give you a better understanding of the steps we take for fraud prevention and how these steps are helping you, our member. We receive fraudulent activity warnings and notifications frequently. These warnings can range from a specific merchant or merchant type, to an entire state. It is necessary that we act quickly in order to protect our membership’s accounts. In doing so, we decrease the probability that our membership’s accounts will be affected. The risk of fraud is controlled by simply requiring a pin number for transactions performed at specific stores, merchant types, or an entire state. If one particular card is in question we may shut down that specific card until we are able to verify the transactions performed were legitimate transactions made by our member. Typing a pin number as opposed to swiping a debit card today could prevent a sizeable loss tomorrow.  Unfortunately, there is no way to predict when fraud attempts will occur or in what manner. By restricting specific states, types of establishments, or specific stores to pin only transactions, we are decreasing the potential for loss resulting from fraud. We have a responsibility to our entire membership to protect their accounts from this type of activity. If our procedures are an issue to a specific member, we also have the capability to exclude the member from these holds. This will limit the amount of protection for fraudulent activity for that account and leave the account vulnerable to attack and we do not recommend this. However, it is an option if the member finds the holds are too much of an issue. Fraudulent activity has been on the rise in recent years as more of the world’s population become dependent on technology and computers to conduct financial transactions. While the digital age has created convenience to the consumer, it has also made it easier for criminals to commit fraud. Both consumers and businesses alike are constantly at risk of becoming victims. At Friends and Family Credit Union we take a proactive approach to this issue and diligently protect our members’ accounts. Sincerely,[redacted] loan counselor

To Whom It May Concern: I am writing in response to a complaint filed against our credit union by [redacted]Unfortunately, we have no control over the timeframe in which we receive transactions. We process all received transactions immediately upon receipt. [redacted]...

account was closed on December 27, 2016 due to “Excessive NSF’s.” [redacted] had 5 NSF (nonsufficient funds) transactions since opening her account on October 14, 2016 when the account was closed. It is our policy to close an account if there is any negative account activity during the probationary period or within the first 60 days of opening the account. When an account is closed, all cards on that account are closed as well. If the account is closed due to negative activity, we send a letter explaining the reason the account was closed. [redacted]s cards were closed and she was sent a letter explaining this on December 27, 2016.[redacted] called and discussed the matter with one of our managers on December 29, 2016. In regards to our overdraft protection services, we agreed to re-open [redacted] checking account on a trial basis. Then, reevaluate the account after 6 months of normal transactions. We explained that, as a result of negative account activity, she currently does not have overdraft protection. In addition, we explained to [redacted] that it is necessary to have sufficient funds in her account prior to writing any checks or authorizing any automated transactions or payments. There have been an additional 6 NSF transactions as a result of returned checks and/or automated transactions from January 1, 2017 to January 31, 2017. At Friends and Family Credit Union, good customer service is our number one priority. We must follow our policy and duty to all of our members. We cannot allow account abuse to continue on an account when we have explained to that member that there must be sufficient funds in the account before any transactions should be performed. [redacted]