Neighbors Credit Union

Initial Business Response / [redacted] (1000, 7, 2015/10/27) */ We have contacted our member and have agreed on a resolution to the complaintWe have refunded all fees that we charged as a result of our errorThe account has been closed per the member's request and a check has been mailed for the remaining balance plus refunded feesWe have apologized for the inconvenience that we have caused our member Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Upon receipt of the complaint, we researched the situation and determined that an error was indeed made in computing the value of the bonds and the member was overpaid $ Mr [redacted] was contacted the day following the mistake to explain the error and overpayment - and the overpaid balance was deducted from his checking account, which is our usual procedure for Credit Union errors On 11/10/2016, the Branch Manager of the StPeters branch contacted Mr [redacted] to discuss the complaint and the agreed upon resolution was for Neighbors Credit Union to refund the $to his checking account The Branch Manager verbally extended our apology and we believe that the situation has been resolved to Mr [redacted] 's satisfaction

I do not agree with the response from the businessThe loan officer made the mistake and she knew it the first dayI never received a follow up call and when I finally got in touch with her supervisor I was informed they would add a year and 1/to my payoffI should not be penalized for their mistakeI was supposed to receive paperwork that never came due to these mistakesI had taken my Cadillac to have striping added which had been added into the cost of the vehicleI was unable to retrieve the vehicle after the job was completed because of the mistakes made at the credit unionI was forced to go back to the credit union to resolve the issue and have them give me the paperworkI had to resign the paperwork with the additional year and 1/added to my loan

Two VA Benefits deposits that were presented in April were inadvertently posted to the wrong account The errors were discovered and credited back to MrEdwards' account on 04/29/ The deposits were $each for a total of $1, A credit union employee contacted Mr [redacted] and reported the correction to him We certainly apologize for this error We believe that the matter has been resolved

I am not able to disclose any confidential information regarding the account of [redacted] but I can tell you that Ms [redacted] made a large purchase prior to the rent check being presented for payment The merchant involved in the purchase sent an authorization through twice - which results in the funds being held in anticipation of the purchases clearing the account This is not a Neighbors Credit Union policy or procedure - this is the way it works when someone makes a purchase using their debit card Because the merchant sent through a duplicate authorization, the majority of the funds in her account were being held When only one actual purchase cleared the account, the second authorization dropped and the second hold on the funds was released As stated before, Neighbors Credit Union did not make this error We only refunded the fee to our member as a courtesy We are not responsible for the fee charged to her landlord by his credit union He has the option to charge the fee to his tenant, and she can ask the merchant to refund the fee for their error

Ms [redacted] purchased an auto financed by Neighbors Credit Union 06/27/2016, with a contractual 1st payment date of 07/27/ Ms [redacted] has only completed of payment required under the contract terms She has also failed to provide proof the collateral is insured She was in default of the contract October A Workout / Financial Hardship Package was sent to Ms [redacted] 03/03/and was returned, signed by all parties to the contract on 04/13/The package was missing the required documentation and did not meet our guidelines.Ms [redacted] was days delinquent at the time the vehicle was secured We attempted to contact Ms [redacted] on several occasions and received return mail 10/11/ Ms [redacted] had other services with our institution that were closed for failure to meet contract terms She will have days to redeem her vehicle as required by the State of Missouri repossession statutes

Please accept our sincere apologies for the inconvenience you may have experienced in respect to acquiring your home equity loanAt Neighbors Credit Union, we take pride in ensuring our members’ satisfactionUnfortunately, we did not meet your—or our own—expectationsUpon thorough review of the situation, we narrowed the cause to miscommunication on our behalfAs a testament to strive for perfection, we have taken steps to ensure that this will not happen again by directly addressing the situation with the proper parties and discussing the severity of causing frustration for our member during the loan process We deeply value your relationship with Neighbors Credit Union and are committed to providing you with the highest level of service simply because our members deserve the very bestIf you have any further questions or comments regarding this matter, please feel free to contact us at your earliest convenience

The documentation is attached showing the details of my complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while it's still not acceptable service I'm not sure there is much more to say. I hope this information stays out on the Revdex.com site for future customers to read before they embark on any business with Neighbors. Not one time throughout my whole dealings did I receive a simple "I'm sorry" even when I expressed deep displeasure. I ended up closing my loan without any problems with a competitive credit union
Sincerely,
*** ***

I did have a loan with this firm and had made three payments towards the loan of $each month. I do not have the car and I believe *** *** *** has the car back as they purchased the loan from Neighbors Credit Union. I have never been told why the car was repossessed. I
received a refund of $from the company, but no explanation was given as to what this amount represented

I contacted Ms*** on 04/19/to gather more information about her concerns. We discussed each issue and I provided more information about what is being done to resolve or minimize the issues. Ms*** was grateful for the phone call and stated that she was satisfied
with our response. We will continue to work on improving our facility and service we provide at our Jennings location

Mr*** applied for a loan for a Cadillac. He had a current loan with us for a Cadillac. He wanted to trade in the for the Cadillac. Two errors occurred in processing the loan request. 1) The dealer failed to put the correct payoff amount for
the Cadillac on the sales agreement which resulted in the $difference that is referenced by our member, and 2) Neighbors Credit Union failed to add the payoff amount for the to the new loan total. We issued a check to the dealer for the amount of purchase but because we failed to include the payoff in the loan amount, we were unable to release the lien and forward the title to the dealership. The dealer then had the car as the trade in but no title. We spoke with the member, explained the errors that occurred and the need to redo the loan and include the payoff for the trade in at which time we would release the lien. The member decided to move forward with the purchase and signed new loan documents for both the purchase and the payoff. In order to stay close to his desired monthly loan payment amount, we had to extend the loan from years to 1/2 years. We honored the original interest rate that we had quoted even though a 1/loan requires a higher interest rate. We certainly apologize for the errors that occurred as it is not the level of service that we strive to deliver

This was an auto loan that was received indirectly. The information provided to the credit union by the dealership was not accurate and this is how the inaccurate information was discovered:  Mr. [redacted] contacted the credit union to make a payment on the loan and the payment presented by debit/credit card was declined. This transaction was declined because the member’s personal information did not match the personal information on the loan application or the members account information submitted by the dealership.During the review of his application, Mr. [redacted] told the credit union that the social security number on the application was not correct and that he did not provide that information to the dealer when he bought the car. At that time the credit counselor pulled a credit report with the correct social security number and discovered that the loan would not have been granted due to the borrower’s actual credit history.   The credit union, via a third party, next contacted the dealer who sold the vehicle to Mr. [redacted] and who took the credit application.The dealer also had no explanation for the incorrect social security number reflected on the credit application.The dealer obtained the vehicle back from Mr. [redacted] and Mr. [redacted] was refunded his payments.  Mr. [redacted] was effectively made whole and has no further obligation under the sales contract.The dealer refunded to Neighbors Credit Union the amounts the credit union had paid to the dealer to purchase the loan paper.

Initial Business Response /* (1000, 7, 2015/10/27) */
We have contacted our member and have agreed on a resolution to the complaint. We have refunded all fees that we charged as a result of our error. The account has been closed per the member's request and a check has been mailed for the...

remaining balance plus refunded fees. We have apologized for the inconvenience that we have caused our member.
Initial Consumer Rebuttal /* (2000, 9, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I do not agree with the response from the business. The loan officer made the mistake and she knew it the first day. I never received a follow up call and when I finally got in touch with her supervisor I was informed they would add a year and 1/2 to my payoff. I should not be penalized for their mistake. I was supposed to receive paperwork that never came due to these mistakes. I had taken my 2014 Cadillac to have striping added  which had been added into the cost of the vehicle. I was unable to retrieve the vehicle after the job was completed because of the mistakes made at the credit union. I was forced to go back to the credit union to resolve the issue and have them give me the paperwork. I had to resign the paperwork with the additional year and 1/2 added to my loan.

Initial Business Response /* (1000, 7, 2015/09/18) */
We are truly sorry about what you experienced with your credit card. We made a change in our credit card processors on February 21, 2015. We attempted to contact everyone with a credit card by doing two separate mailings to cardholders to make...

them aware when they would be receiving a new card so that they could watch for it and plan accordingly. The letter described the change in processors and that a new credit card should be received by February 23rd, 2015. The letter also described that accountholders would need to contact any vendors who utilize their credit card for monthly payments to update their credit card information to avoid any interruption in service. From your complaint, it appears that you did not receive the new credit card we sent to you in February, 2015. On August 25th, 2015 you contacted us about your old card. We rushed to you a replacement card that works with our new processor. We can see that your card was activated on August 29th, 2015 and that you are using your new credit card. Again, we apologize for the situation that left you without a working credit card. That was definitely not our intention. If you have any questions or if there is any additional assistance we can provide, please call us at your convenience. Thank you, Neighbors Credit Union

I am not able to disclose any confidential information regarding the account of [redacted] but I can tell you that Ms. [redacted] made a large purchase prior to the rent check being presented for payment.  The merchant involved in...

the purchase sent an authorization through twice - which results in the funds being held in anticipation of the purchases clearing the account.  This is not a Neighbors Credit Union policy or procedure - this is the way it works when someone makes a purchase using their debit card.  Because the merchant sent through a duplicate authorization, the majority of the funds in her account were being held.  When only one actual purchase cleared the account, the second authorization dropped and the second hold on the funds was released.  As stated before, Neighbors Credit Union did not make this error.  We only refunded the fee to our member as a courtesy.  We are not responsible for the fee charged to her landlord by his credit union.  He has the option to charge the fee to his tenant, and she can ask the merchant to refund the fee for their error.

Please accept our sincere apologies for the inconvenience you may have experienced in respect to acquiring your home equity loan. At Neighbors Credit Union, we take pride in ensuring our members’ satisfaction. Unfortunately, we did not meet your—or our own—expectations. Upon thorough review of the...

situation, we narrowed the cause to miscommunication on our behalf. As a testament to strive for perfection, we have taken steps to ensure that this will not happen again by directly addressing the situation with the proper parties and discussing the severity of causing frustration for our member during the loan process.  We deeply value your relationship with Neighbors Credit Union and are committed to providing you with the highest level of service simply because our members deserve the very best. If you have any further questions or comments regarding this matter, please feel free to contact us at your earliest convenience.

The documentation is attached showing the details of my complaint.

Ms. [redacted] purchased an auto financed by Neighbors Credit Union 06/27/2016, with a contractual 1st payment date of 07/27/2016.  Ms. [redacted] has only completed 5 of 9 payment required under the contract terms.  She has also failed to provide proof the collateral is insured.  She was in...

default of the contract October 2016.  A Workout / Financial Hardship Package was sent to Ms. [redacted] 03/03/2017 and was returned, signed by all parties to the contract on 04/13/2017. The package was missing the required documentation and did not meet our guidelines.Ms. [redacted] was 111 days delinquent at the time the vehicle was secured.  We attempted to contact Ms. [redacted] on several occasions and received return mail 10/11/2016.  Ms. [redacted] had 2 other services with our institution that were closed for failure to meet contract terms.  She will have 21 days to redeem her vehicle as required by the State of Missouri repossession statutes.