Numerica Credit Union

In my review of your records, I can see that you called Numerica on November 8, You requested at that time to close out your share secured Visa Unfortunately, you were given incorrect information regarding the ability to transfer the funds held as security for the Visa; Numerica apologizes for the confusion on the part of our employee, who didn’t understand that the funds could have been transferred Thank you for bringing this to our attention - please know that we will use this opportunity to coach our employee on how this product works, so that they know for the future To close out a Visa line of credit, we generally require a signed form; this form for closure was sent via DocuSign on the same day you called However, it was not completed within days, and it automatically expired To assist you with your original request, a transfer from the secured savings account was made February 8, All fees and interest that accrued since November on the Visa were refunded, enabling us to close out the loan Unfortunately, we are unable to close your checking account as you requested, because you have a balance owingOn December 14, and January 12, 2018, representatives from Numerica attempted to call you to discuss the status of your account They left voicemails each time According to our records, no responses to these calls have been made by you A representative from the Compliance department called and left you a voicemail to discuss this complaint, as well as to explain the circumstances involving your account on February 12, Please reach out to us at 1-800-433-as soon as possible to work out plan to resolve and close the account as you requested

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

To Whom It May Concern:In regards to case ID ***, we have reviewed the account in question and have determined that the funds held in line with our funds availability notice and appropriate federal lawWe apologize for the miscommunication that occurred at the time of the transaction and have
taken steps to ensure that our staff is properly informed of how funds will be held and in what cases funds will not be available. In our funds availability notice that was provided to the member when he first opened his account with Numerica, we stated that “…the first $of your deposit will be available on the first business day when the deposit is made in person and deposited into the named payee’s accountIf we are not going to make all of the funds available from your deposit available on the first business day, we will notify you at the time you make your deposit.” Additionally our notice also sets out rules for new accounts and states that “[f]unds from all other check deposits will be available no later than the ninth business day after the day of your deposit.”The member in question came into our branch to open a checking accountAs they did not have any accounts with us in the previous days, the account was classified as newBecause of this the full check deposit was heldThis hold was noted on the receiptThe funds were released on June 30, 2015.We again apologize for the miscommunication and will strive to make sure that future notices of holds are better communicatedWe have attached our funds availability policy

We are attempting to contact the member to discuss a resolution

Complaint: ***
I am rejecting this response because:The other issue was that I was lied to about delaying the loan, which is why I was late, because I thought it was under control, as the branch said they would postpone the loan to a certain date which the date was set for after it was sent to collections I myself am not going to accept this until something is done about it, as I don't think I should tolerate being lied to by a business since it's missing up my credit report
Sincerely,
*** ***

Numerica has received your rejection of our July 26th
response to your July 25th, complaint. As you are aware, you have asked us to update
your credit report related to your delinquent loan, which has since been paid
off.
Numerica reports to the credit bureau on the 1st
of every month. Although you made
payment on your delinquent loan April 25th, it took some time to
process the overpayment and the loan closure paperwork. The loan was not formally closed until May 3rd,
so our report on May 1st reflected an accurate reporting status
However, on June 1st, we reported an updated status
to the credit bureau. Since that time,
we requested they update the status of your loan from a “charge off with a
balance” to a “charge off paid in full”.
Typically, the credit bureau takes 2-months to reflect those changes,
but please be assured the status of your loan has been corrected

Complaint: ***
I am rejecting this response because: I kept the agreement for the payment arrangements on the loan, but was apparently lied to by the local Numerica off of Lyons Ave, and before I knew it I was notified that it got charged off which at that point there wasn't anything I could do and this is the first problem? The second is that I paid the loan off months ago and it still shows failed payment as of June under my Experian credit report that I just checked, so since I paid off the loan I don't know what the point was since the loan is still being reported as failed payments?
Sincerely,
*** ***

Dear Mr***,Numerica Credit Union “NCU” received your complaint submitted
to the Revdex.com on 7/15/2017.
You expressed your concern regarding incorrect information provided by the
NCU employee.
A satisfactory agreement was made between you and NCU evidenced
in the
closing documents signed on 7/21/2017.
NCU appreciates your feedback as it allows further training for our
employees to help ensure correct information is provided to our members in the futre. Additional coaching was provided to the
employees that provided incorrect pricing on an investment property. Thank you,Peggy A***Compliance Analyst

In my review of your records, I can see that you called Numerica on November 8, 2017.  You requested at that time to close out your share secured Visa.  Unfortunately, you were given incorrect information regarding the ability to transfer the funds held as security for the Visa; Numerica...

apologizes for the confusion on the part of our employee, who didn’t understand that the funds could have been transferred.  Thank you for bringing this to our attention - please know that we will use this opportunity to coach our employee on how this product works, so that they know for the future.  To close out a Visa line of credit, we generally require a signed form; this form for closure was sent via DocuSign on the same day you called.  However, it was not completed within 10 days, and it automatically expired.   To assist you with your original request, a transfer from the secured savings account was made February 8, 2018.  All fees and interest that accrued since November on the Visa were refunded, enabling us to close out the loan.   Unfortunately, we are unable to close your checking account as you requested, because you have a balance owing. On December 14, 2017 and January 12, 2018, representatives from Numerica attempted to call you to discuss the status of your account.  They left voicemails each time.  According to our records, no responses to these calls have been made by you.  A representative from the Compliance department called and left you a voicemail to discuss this complaint, as well as to explain the circumstances involving your account on February 12, 2018.  Please reach out to us at 1-800-433-1837 as soon as possible to work out plan to resolve and close the account as you requested.

Dear Mr. [redacted],On July 25th, 2017 Numerica received notice of a
complaint filed by you through the Revdex.com.  You stated Numerica sent your past due loan
for collection without informing you of such. 
Per our loan collection notes Numerica has been
communicating...

with you on the past due status and eventual charge off status of
your loan since at least July of 2016. 
Agreements to pay, made by you and the joint obligor on the loan, were
continuously broken with amounts not satisfied and due dates missed.
On April 25th, 2017 a payment was made to loan 01
to pay in full the amount past due and charged off which as $596.10.    The
payment received was for $602.10 causing an overage of $6.00.  In addition to loan 01, there is loan 02 on
this account which was also past due $306.04. 
As these loans are under the same account owned by [redacted], Numerica exercised the Pledge of Accounts between these two
loans.  This pledge grants Numerica
security interest in all of your accounts and deposits with Numerica.  It states that without further notice to you,
we may pay the balance in your account (in this case your loan that was overpaid)
and apply to any loan in default.
 
Thank you,
Peggy A[redacted]Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Quoting policy to me does not fix the great disservice this encounter has done to me. An honest company would hold their employees accountable and fix the wrong they have done. People should be weary of doing business with a company who has this low of a standard. I appreciate the apology, but it does not fix what has been done. I was not complaining about your policy, but rather your service, so this response falls far short of what I would expect from a professional and honest company.
Regards,
[redacted]

Dear Ms. [redacted],In your complaint you indicated Numerica representatives falsely advertised the auto loan product you signed at the branch.  You also indicated your dissatisfaction with the unfair practice of not allowing you to advance your due date by paying ahead.  Numerica happens to...

agree with you.  This is why we have modified your loan so that you are able to advance your due date by paying ahead.  Currently, we are looking into aligning both products to eliminate confusion in the future.  For the time being, we are reminding our staff on this subject to ensure they are informed on how the due date advances work based on each loan type.  We apologize for any inconvenience this caused you.  Thank you for your feedback as it identified an area in need of improvement and helped us be better at serving your financial needs.Sincerely,Peggy A[redacted]Compliance Analyst

Great in-branch service.
However, have run into issue after issue, including them blocking my debit purchases without warning on several occasions. They do not have after hours services to address the issue, so if you travel late at night, you may not be able to fill up on gas!
As well, they are completely unwilling to work with you on loan repayment timeline if you become unemployed unexpectedly. No deferment, no forbearance, you will pay them back first whether or not you can put food on your table.

Review: I am SO disgusted with Numerica Credit Union. I made some honest mistakes in my account and they closed it by leaving me a voicemail before I even had a chance to bring my account to a positive. This account carries my car loan, a personal loan and my direct depositDesired Settlement: Keep my account open

Consumer

Response:

I honestly wrote a check from the wrong account causing my account to overdraft, and I spoke to [redacted] who was amazing but [redacted] the supervisor was TERRIBLE! She closed my account by leaving me a voicemail this afternoon. Highly unprofessional! I wanted to make this right and she stated on my voicemail that she closed the account before I could even bring it to a positive balance. Never said what's going to happen to my car loan or personal loan. Just said on the message the account was now closed.

Business

Response:

To Whom It May Concern:

In

regards to case ID [redacted], we have reviewed the account in question and have

determined that the account was terminated due to numerous instances of check kiting.

Check Kiting is a violation of 18 USC [redacted] and amounts to an act of forgery or

fraud. This is a violation of section 27 of the member agreement which states,

“We may terminate your account at any time without notice to you or may

require you to close your account and apply for a new account if: …(2) there

has been a forgery or fraud reported or committed involving your account; … (5)

there are excessive returned unpaid items not covered by an overdraft

protection plan; (6) there has been any misrepresentation or any other abuse of

any of your accounts; or (7) we reasonably deem it necessary to prevent a loss

to us...”

Emphasis

added

Our

record shows multiple instances of check kiting. On 05-15-14, a check was returned

to us, dated 5-7-14 and was paid to the order of the member by the member. A

second check was returned on 5-16-14 dated 5-12-14 again paid to the order of

the member by the member. In September, we received notice that the member was

writing drafts, intentionally not signing them, and then demanding that we stop

payment. On 10-7-14 the member requested two stop payments on two different

checks. Both were drafted to be paid to the order of the member and drawn from

the member’s account. Any one of these actions alone is a violation of Section

27 of the membership agreement and alone grounds for the termination of the

account.

As

such we have terminated the account due to the repeated check kiting and to

reasonably protect Numerica Credit Union from potential losses. This

termination only affects checking and savings accounts and does not affect any

loans that the member has outstanding with Numerica.

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

This letter is in response to a complaint that was filed with the Revdex.com by Mr. [redacted] on or about July 10, 2013.

Numerica also received a letter from Mr. [redacted] asking us to make an exception and split a refund check to himself and the other owner on the contract. We have since complied with his request and checks and letters to each party were issued on July 11, 2013.

As this issue has already been resolved I truly hope that Numerica met your satisfaction. If you have any questions, please feel free to call me directly at ###-###-####. Thank you.

Review: On June 22, 2015 I went to Numerica to open a checking account because I had a $3700.00 check to cash and didn't have an account. The man who helped me told me that the majority of my funds would be on hold for six days until the check cleared, but that I would have $200 available to me immediately. He was very friendly and helpful but he was new, so he asked several other associates to make sure that the $200 would be available right away and they all agreed. I went in today because I needed the available money to put down on a car that was being held for me by a private seller. They told me that none of my funds would be available until the check cleared, which is six business days. When I told them that I was informed that I would have access to part of my funds immediately by not one, but multiple associates, they told me that those people were new and that they couldn't help me. When I told the seller of the car that I wouldn't be able to give her the deposit to hold the car for me until the 30th of this month, she informed me that she had another interested party she was going to sell to instead.Desired Settlement: I would like them to release my funds to me immediately so that I can find an honest banking establishment to put my

money in. I would also like them to give me an extra $100 to make up for the inconvenience I've suffered as a result of this.

Business

Response:

To Whom It May Concern:

This review is for [redacted] the Kennewick Washington Numerica branch location. I have been trying to get approved for an FHA loan amount of $246,000. Seven weeks later and she is just now sending it to underwriting. Below is a response that I just sent to [redacted] letting her know that we are no longer going to use them.

Sorry [redacted] ,

I'm done! We've already been approved through FHA underwriting through our new lender, had it in a day. They are also saving us $4000 at closing and have a better interest rate. I have given you everything that I have given them yet for them it suffices and for you it does not, which I feel is completely crazy. I am very dissatisfied with the service of Numerica and yourself. You stated while I was with at you at your Kennewick branch that approval usually takes 48 hours, that was on March 9th!! That is 17 days ago....I have emails from you and texts from you stating that it should be in the next day or two. Yet here it is almost 7 weeks past when I started this process with you and you are just now sending it to underwriting!! I cannot count how many times I tried to contact you via text message via email or via phone and you never responded. I have been in sales for 15 years and I would lose all of my business if I treated my clients the way you have treated me. I will be removing all of our loans and accounts from Numerica once our mortgage loan closes. You have wasted my time long enough seven weeks have passed and lots of sleepless nights for me. DONE!

Regards, [redacted]

I have been with Numerica for the past 5 years...customer service USED to be great experience...now, every time I call, I get a rude person who gives me short answers, no politeness and just wants to quickly get off the phone...When I walk into the branch its the same thing...the representatives don't even bother to great you...when they are helping you its like you don't even exist, they ask you questions to get answers and that is it...no courtesy, no conversation...I literally sat with someone to set up accounts for my 2 boys and a business account for about 10 minutes, just got the job done and was quickly ready to get me out of there, didn't explain the account options to me, I had to ask what the accounts would give, any fees, minimum requirements, etc...person just gave me a brochure...WOW...service is absolutely horrible...I will soon be switching ALL my accounts (business checking and savings, personal checking and savings, both my boys savings accounts and my husbands personal savings and checking)...you would think they would try to take care of their long time members...but they don't care (at least I feel they don't care)...

Review: I talked with a loan rep on the week of Nov. 10th, made arrangements with them because my car loan/visa payment was 33 days past due. The lady I spoke with said that it would be alright to pay one payment for each on the 14th of Nov. and again on the 28th of Nov. They then proceeded to lock me out of my account until ALL payments were made. I would have appreciated someone telling me that was going to happen when I made the arrangements in the first place, and how are you going to tell someone it's okay to wait a week to make another payment because obviously money is tight and needed for other things, such as day to day living, and then all of the sudden I'm locked out of my debit card. Not only that, but I was also unable to log in online to even see my account. Then when I call they tell me it's automativ and all I can do is use checks. Who takes checks anymore? That is ridiculous, I just moved to all the way across the country to Florida and all the sudden I am CONSTANTLY having problems with being able to access my money. So fine, I call them on the Wednesday before thanksgiving because I was unexpectedly paid early. I called and asked the rep to please process payments for both my car and Visa card to bring everything up to date, and in fact PAID OFF the loan for my vehicle(or so I thought). I also asked him, I believe his name was [redacted], to make sure that my debit card and online access would both be unlocked since it was VERY IMPORTANT for me to be able to access my money over the holiday and Black Friday. He assured me they both would be working. A couple hours later or so I tried withdrawing $20 from an ATM and once again was declined. I'm not sure if that's ever happened to you in front of your friends before but it's really pretty embarrassing. I work hard for my money and have done nothing but cooperate and communicate with these people and they do nothing but cause me problems since I moved all the way across the U.S. When I called them today the lady told me for some reason there was still 3 cents owed on my car and asked if I would like to process that payment. I said are you kidding me? You guys RUINED my holiday over 3 cents when I just tried to PAY OFF one of my loans, and I asked the guy several times to MAKE SURE that everything was taken care of and I would have access to my money from my debit card.Desired Settlement: I really feel like some sort of compensation should be done, I was not able to proceed with holiday plans my first year alone in a new state and will be spending a substantial amount more for holiday gifts this year as I was not able to participate in Black Friday sales.

Business

Response:

To

Whom It May Concern

In

regards to complaint ID #[redacted] we have reviewed the account in question and

have determined that we have in fact made an error. A payment was made via

phone on 11/26/14 that was intended to pay off the loan. The amount that was

paid was miscalculated and was short $0.03. Because the loan payment was over

30 days delinquent, the system did not register this as paid in full and did

not release the block on the debit card. The loan was paid in full on 11/29/14

and the block was released then. We are in the process of contacting our member

to let her know of our error.