Upon receipt of complaint ID # *** a review of this matter was conducted. The Credit Union will be reaching out directly to Ms*** to discuss her recent experience in detail. While these rules exist to protect our cardholders, we also recognize they can create
inconveniences as described by Ms*** for which we sincerely apologize
In response to claim ***, our records indicate that Mr***
enrolled in the Mobile Deposit service and accepted the terms and conditions on
January 15, at 10:am. The terms and conditions explain our Funds
Availability policy and do not guarantee immediate availability
of
deposits.
When mobile deposits are posted, the account history displays
both the check hold amount and release date in the online banking system.
The deposit Mr*** references was posted to his account with a business day
hold in accordance with our Funds Availability Policy and a release date
shown of 7/13/15. Our records indicate he logged into his account online
on 7/at the time of the deposit and again on 7/at 12:PM in addition to
his logins on 7/where the deposit and hold could easily be viewed
As a result, no additional fees will be refunded to Mr***’s
accounts at this time
Upon receipt of complaint ID # ***, a thorough review of
this matter was conducted
We recognize their difficult circumstances and apologize for any
misunderstanding we caused
It was determined that Mrs***’s brother did in fact speak
with multiple people at the Credit
Union regarding this matter including a Manager in January 2015. It was explained to him that the
funds in question were being used to render partial payment on the credit card
mentioned by Mrs*** in her complaint. This action was in accordance
with the Account Agreement and Disclosure which includes the right of set-off against any amount(s) owed to us
Again, we sincerely apologize for Mrs***’s frustration
with Freedom First. Our goal is to impact every member in a positive
manner while delivering a high standard of service
Hello, I just wanted to update you briefly with this ongoing disputeHere is what happened (I tried to amend the complaint online, but I did not have access)Thank you very much for your time. *** *** Complaint.***4/update - The installers came yesterday to install the remainder
of the carpet and completed the jobThere was some minor damage to the walls and a cracked tile in the bathroomAfter the install was complete, the installer provided me a COD envelope reflecting a balance due of $This is slightly less than what was on the original receipt, however, I thought they had potentially done the right thing and discounted the carpetI received another call today saying my payment was shortI was then transferred to *** *** again, who again started talking over me and stating that they did nothing wrong and that nothing would be discounted and I still owe approximately $I advised her I have a scanned copy of the COD the installer gave me to pay him, and she said that wasn't meant for meI asked her what "COD" meant, and she refused to answer the question and kept berating meI eventually hung upDispute is still open with them, as they are still seeking this remaining balance from me even though I have written documentation from the company stating what the remaining balance is, and I refuse to pay more than that at this point. Desired Outcome**Update 4/24/15- Old carpet is removed - would like them to acknowledge their error and recognize amount due as written on COD given to me by installer when asking for final payment**
I have reviewed the response offer 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
Regards,
*** ***
Upon receipt of complaint ID # ***, the Vice President of our Contact Center phoned Mr*** today and extended her apology as well as processed an overnight delivery of his card. Mr*** confirmed the Credit Union had addressed his concerns to his satisfaction Please
contact us should you have further questions
I have reviewed the response offer 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
Ms*** denied my brother and I access to our bank accounts in a face-to-face (video surveillance and witnesses available) meeting on October 23, and continually choose (phone records available) not to freeze or stop any automatic deductions from our accounts upon repeated request. Prior to my mother's death certificate (proof of death) being issued we were mislead, sandbagged and deceived.
Regards,
*** ***
Upon receipt of complaint ID # ***, a thorough review of
this matter was conducted
We recognize their difficult circumstances and apologize for any
misunderstanding we caused
It
was determined that Mrs***’s brother did in fact speak
with multiple people at the Credit Union regarding this matter including
a Manager in January 2015. It was explained to him that the
funds in question were being used to render partial payment on the
credit card
mentioned by Mrs*** in her complaint. This action was in
accordance
with the Account Agreement and Disclosure which includes the right
of set-off against any amount(s) owed to us
Again, we sincerely apologize for Mrs***’s frustration
with Freedom First. Our goal is to impact every member in a positive
manner while delivering a high standard of service
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Upon receipt of complaint #[redacted], a thorough review was conducted. Our records confirm an account balance of $23.02 prior to the transactions referenced by Mr. [redacted]. However both transactions were authorized on the debit card on 12/31, which reduced the available balance to $ -0.91 and...
resulted in the overdraft fee even though the merchant did not send the $2.93 item to post to the account until 1/1/18. Our records indicate that in August of 2016, we refunded $12.00 in overdraft fees to Mr. [redacted] as a courtesy and mailed him additional information on our overdraft program to ensure his understanding of the service.On 9/8/17, we refunded an additional $32.00 fee and discussed other options for him to avoid this fee in the future. On 9/14/17, Mr. [redacted] requested an additional fee refund which we did not honor.Should Mr. [redacted] wish to opt out of the overdraft service he can do so at any time by contacting us at [redacted]. Date/Time Transaction Amount Available Balance 23.02 12/31/17 at 2:17:04 PM $21.00 $2.02 12/31/17 at 10:24:01 PM $2.93 -$0.91
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], although a phone call or text was not received by me or my wife, I find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
April 21, 2017Revdex.com ATTN: [redacted]RE: [redacted]RE: [redacted]This letter is in follow-up and response to the complaint received from the Revdex.com. [redacted] did not contact Harry's Corner prior to contacting the Revdex.com....
Customer Service contacted him to make arrangements for a service call. His complaint was a dining room seam that was becoming more visible. On 4/10/17 we attempted a service call but on arrival the affected area had not been cleared of home furnishings. We rescheduled and serviced again on 4/19/17. The customer was concerned with the visibility of the seam. The installer remade the seam to lessen the visibility of it. For this type of product (Berber) because the pile is flatter seams may not be invisible. The installer reported back that remaking the seam improved the overall appearance. We advised [redacted] to phone in with any future concerns he may have concerning his product.Respectfully,Debra D. ###-###-####(Original ltr attached)
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not feel that there was enough information making me aware that they could or would hold my check for 5 days. How can anyone afford this? People have bills to pay. Freedom First prides themselves on being member centered but when a member has something like this happen, rather than helping them get out of the hole, they force them further into it. I ask that Freedom First think about it from this perspective. Also, once this is cleared up, I will be closing my account and leaving your bank, so you will not have to deal with me any longer. Also, I am not a Mr.
Regards,
[redacted]
Upon receipt of complaint ID #
[redacted], a thorough examination of this matter was conducted which included
reviewing e-mail correspondence, phone logs, account system notes,
lending system-generated comments and listening to numerous phone recordings of
calls with Mr. [redacted].
Our...
records indicate insurance
was force placed on Mr. [redacted]’s Kia auto loan due to a lapse of insurance in
January of 2013 and August of 2014. Proofs of insurance were provided and
refunds commensurate with the documented coverage periods were applied which in
this case was partial.
On
8/7/15, Mr. [redacted] contacted the Credit Union to obtain another auto
loan. Our system notes indicate that at the time of application, a GAP
insurance claim had been filed to determine if the remaining balance on the Kia
loan would be satisfied. On 8/26/15, notification was received with the
check payment that insurance lapses had been deducted from the check
amount. It was determined that no additional refunds were to be issued
leaving the remaining balance the responsibility of Mr. [redacted]. Mr.
[redacted] asserts that he was told he could not obtain a new loan until the Kia
loan issue was resolved and that the following day, he was then told that the
Kia issue was now resolved and his new loan approved. However, a thorough
search of the phone recordings and lending system notes only confirm it was
communicated to him that his new loan was approved and a closing time set.
The Credit Union acknowledges
that the insurance documentation Mr. [redacted] references was received and
reviewed in late August; however, lapses in insurance coverage on the Kia loan
still remained based on the documentation provided.
On 10/19/15, Mr. [redacted] called
insisting that no lapse in coverage existed. Ms. [redacted] asked Mr. [redacted] to
provide the documentation a second time so that the Credit Union could review
and ensure no mistake occurred on our part. On 10/20/15, Ms. [redacted]
e-mailed Mr. [redacted] informing him that upon verification, despite the documents
he provided, his insurance company still reported lapses in coverage. She
also informed him that in order to issue any refunds for those time periods, a
letter from his insurance company stating coverage was in force for the dates
listed below must be received.
10/04/2012-05/13/2013
06/04/2014-07/16/2014
To date documentation has not
been received verifying coverage during these time periods and is required to
resolve this matter for Mr. [redacted].
Our
system notes indicate that U.S. mail was returned on Mr. [redacted]’s account for a
7 month period of time which speaks to his statement regarding lack of
notification.
The
following options are available to Mr. [redacted] to resolve his complaint:
1. 1. Provide proof of insurance for the time periods
listed above to receive full credit for the amount owed. 2. Add the balance remaining on the Kia loan to the new auto
loan resulting in one loan with one payment. If Mr. [redacted] prefers this
option additional paperwork will need to be completed and signed.
3. 3. Maintain the new
auto loan as is and spread the remaining balance on the Kia loan over 24 months
resulting in a payment of approximately $135 per month. If Mr. [redacted]
prefers this option additional paperwork will need to be completed and signed.
We apologize for Mr. [redacted]’s
frustration with Freedom First and hope that we have provided the direction
necessary to allow him to resolve the outstanding issues. Our goal is to
impact every member in a positive manner while delivering a high standard of
service.
Upon receipt of complaint ID #[redacted], a thorough review of this matter was conducted.It was determined that the account was assessed a $5.00 dormancy fee in accordance with our Fee Schedule and Account Agreement in June 2015 since there had been no activity on the account for over a year.As...
requested, the account has been closed and a $5.00 refund check issued.
Upon receipt of complaint #[redacted], a thorough review was conducted using phone system records and account records. Our records confirm a check deposit was made by Mr. [redacted] using remote deposit on January 20, 2018; an e-mail was also sent as mentioned by Mr. [redacted]; and a message was left for Mr....
[redacted]’s wife on 1/23/18 at 4:36 pm. In addition, our records confirm that a text message was sent to [redacted] stating “Freedom First has processed your deposit of $319.50 on 01/20/2018. $19.36 is now available. Visit Online Banking for details”. Each time a remote deposit is made, the system analyzes the transaction and determines the availability of funds in accordance with Regulation CC and our policy. This information is also contained within the Remote Deposit disclosure accepted when using the service for the first time. We have refunded the remaining $22.00 fee as requested. We hope that this response along with the conversation that took place on January 23rd between Mr. [redacted] and our employees provides a better understanding of this service.
Upon receipt of complaint #[redacted], a thorough review was
conducted.
In addition, there have been subsequent discussions between Mr.
[redacted] and [redacted], the [redacted] Branch Manager.
Mr. [redacted] does not dispute opting in to participate in the
overdraft service....
Mr. [redacted] communicated that he values the service and
does not want to be opted out.
As a courtesy, Freedom First has refunded Mr. [redacted] $167.00 in
insufficient fund charges.
Mr. [redacted] appears to be disputing the order in which debit
card transactions are posted to his account. His claim is that the Credit Union
is structuring the posting order to maximize insufficient fund charges. Mr.
[redacted]’s assertion is incorrect. The Credit Union posts debit card transactions
to each member’s account in the exact order they are received from the
merchant.
Should you require anything further, please don’t hesitate to
contact the Credit Union.
Upon receipt of complaint ID # *** a review of this matter was conducted. The Credit Union will be reaching out directly to Ms*** to discuss her recent experience in detail. While these rules exist to protect our cardholders, we also recognize they can create
inconveniences as described by Ms*** for which we sincerely apologize
In response to claim ***, our records indicate that Mr***
enrolled in the Mobile Deposit service and accepted the terms and conditions on
January 15, at 10:am. The terms and conditions explain our Funds
Availability policy and do not guarantee immediate availability
of
deposits.
When mobile deposits are posted, the account history displays
both the check hold amount and release date in the online banking system.
The deposit Mr*** references was posted to his account with a business day
hold in accordance with our Funds Availability Policy and a release date
shown of 7/13/15. Our records indicate he logged into his account online
on 7/at the time of the deposit and again on 7/at 12:PM in addition to
his logins on 7/where the deposit and hold could easily be viewed
As a result, no additional fees will be refunded to Mr***’s
accounts at this time
Upon receipt of complaint ID # ***, a thorough review of
this matter was conducted
We recognize their difficult circumstances and apologize for any
misunderstanding we caused
It was determined that Mrs***’s brother did in fact speak
with multiple people at the Credit
Union regarding this matter including a Manager in January 2015. It was explained to him that the
funds in question were being used to render partial payment on the credit card
mentioned by Mrs*** in her complaint. This action was in accordance
with the Account Agreement and Disclosure which includes the right of set-off against any amount(s) owed to us
Again, we sincerely apologize for Mrs***’s frustration
with Freedom First. Our goal is to impact every member in a positive
manner while delivering a high standard of service
Hello, I just wanted to update you briefly with this ongoing disputeHere is what happened (I tried to amend the complaint online, but I did not have access)Thank you very much for your time. *** *** Complaint.***4/update - The installers came yesterday to install the remainder
of the carpet and completed the jobThere was some minor damage to the walls and a cracked tile in the bathroomAfter the install was complete, the installer provided me a COD envelope reflecting a balance due of $This is slightly less than what was on the original receipt, however, I thought they had potentially done the right thing and discounted the carpetI received another call today saying my payment was shortI was then transferred to *** *** again, who again started talking over me and stating that they did nothing wrong and that nothing would be discounted and I still owe approximately $I advised her I have a scanned copy of the COD the installer gave me to pay him, and she said that wasn't meant for meI asked her what "COD" meant, and she refused to answer the question and kept berating meI eventually hung upDispute is still open with them, as they are still seeking this remaining balance from me even though I have written documentation from the company stating what the remaining balance is, and I refuse to pay more than that at this point. Desired Outcome**Update 4/24/15- Old carpet is removed - would like them to acknowledge their error and recognize amount due as written on COD given to me by installer when asking for final payment**
I have reviewed the response offer 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
Regards,
*** ***
Upon receipt of complaint ID # ***, the Vice President of our Contact Center phoned Mr*** today and extended her apology as well as processed an overnight delivery of his card. Mr*** confirmed the Credit Union had addressed his concerns to his satisfaction Please
contact us should you have further questions
I have reviewed the response offer 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
Ms*** denied my brother and I access to our bank accounts in a face-to-face (video surveillance and witnesses available) meeting on October 23, and continually choose (phone records available) not to freeze or stop any automatic deductions from our accounts upon repeated request. Prior to my mother's death certificate (proof of death) being issued we were mislead, sandbagged and deceived.
Regards,
*** ***
Upon receipt of complaint ID # ***, a thorough review of
this matter was conducted
We recognize their difficult circumstances and apologize for any
misunderstanding we caused
It
was determined that Mrs***’s brother did in fact speak
with multiple people at the Credit Union regarding this matter including
a Manager in January 2015. It was explained to him that the
funds in question were being used to render partial payment on the
credit card
mentioned by Mrs*** in her complaint. This action was in
accordance
with the Account Agreement and Disclosure which includes the right
of set-off against any amount(s) owed to us
Again, we sincerely apologize for Mrs***’s frustration
with Freedom First. Our goal is to impact every member in a positive
manner while delivering a high standard of service
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Upon receipt of complaint #[redacted], a thorough review was conducted. Our records confirm an account balance of $23.02 prior to the transactions referenced by Mr. [redacted]. However both transactions were authorized on the debit card on 12/31, which reduced the available balance to $ -0.91 and...
resulted in the overdraft fee even though the merchant did not send the $2.93 item to post to the account until 1/1/18. Our records indicate that in August of 2016, we refunded $12.00 in overdraft fees to Mr. [redacted] as a courtesy and mailed him additional information on our overdraft program to ensure his understanding of the service.On 9/8/17, we refunded an additional $32.00 fee and discussed other options for him to avoid this fee in the future. On 9/14/17, Mr. [redacted] requested an additional fee refund which we did not honor.Should Mr. [redacted] wish to opt out of the overdraft service he can do so at any time by contacting us at [redacted]. Date/Time Transaction Amount Available Balance 23.02 12/31/17 at 2:17:04 PM $21.00 $2.02 12/31/17 at 10:24:01 PM $2.93 -$0.91
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], although a phone call or text was not received by me or my wife, I find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
April 21, 2017Revdex.com ATTN: [redacted]RE: [redacted]RE: [redacted]This letter is in follow-up and response to the complaint received from the Revdex.com. [redacted] did not contact Harry's Corner prior to contacting the Revdex.com....
Customer Service contacted him to make arrangements for a service call. His complaint was a dining room seam that was becoming more visible. On 4/10/17 we attempted a service call but on arrival the affected area had not been cleared of home furnishings. We rescheduled and serviced again on 4/19/17. The customer was concerned with the visibility of the seam. The installer remade the seam to lessen the visibility of it. For this type of product (Berber) because the pile is flatter seams may not be invisible. The installer reported back that remaking the seam improved the overall appearance. We advised [redacted] to phone in with any future concerns he may have concerning his product.Respectfully,Debra D. ###-###-####(Original ltr attached)
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not feel that there was enough information making me aware that they could or would hold my check for 5 days. How can anyone afford this? People have bills to pay. Freedom First prides themselves on being member centered but when a member has something like this happen, rather than helping them get out of the hole, they force them further into it. I ask that Freedom First think about it from this perspective. Also, once this is cleared up, I will be closing my account and leaving your bank, so you will not have to deal with me any longer. Also, I am not a Mr.
Regards,
[redacted]
Upon receipt of complaint ID #
[redacted], a thorough examination of this matter was conducted which included
reviewing e-mail correspondence, phone logs, account system notes,
lending system-generated comments and listening to numerous phone recordings of
calls with Mr. [redacted].
Our...
records indicate insurance
was force placed on Mr. [redacted]’s Kia auto loan due to a lapse of insurance in
January of 2013 and August of 2014. Proofs of insurance were provided and
refunds commensurate with the documented coverage periods were applied which in
this case was partial.
On
8/7/15, Mr. [redacted] contacted the Credit Union to obtain another auto
loan. Our system notes indicate that at the time of application, a GAP
insurance claim had been filed to determine if the remaining balance on the Kia
loan would be satisfied. On 8/26/15, notification was received with the
check payment that insurance lapses had been deducted from the check
amount. It was determined that no additional refunds were to be issued
leaving the remaining balance the responsibility of Mr. [redacted]. Mr.
[redacted] asserts that he was told he could not obtain a new loan until the Kia
loan issue was resolved and that the following day, he was then told that the
Kia issue was now resolved and his new loan approved. However, a thorough
search of the phone recordings and lending system notes only confirm it was
communicated to him that his new loan was approved and a closing time set.
The Credit Union acknowledges
that the insurance documentation Mr. [redacted] references was received and
reviewed in late August; however, lapses in insurance coverage on the Kia loan
still remained based on the documentation provided.
On 10/19/15, Mr. [redacted] called
insisting that no lapse in coverage existed. Ms. [redacted] asked Mr. [redacted] to
provide the documentation a second time so that the Credit Union could review
and ensure no mistake occurred on our part. On 10/20/15, Ms. [redacted]
e-mailed Mr. [redacted] informing him that upon verification, despite the documents
he provided, his insurance company still reported lapses in coverage. She
also informed him that in order to issue any refunds for those time periods, a
letter from his insurance company stating coverage was in force for the dates
listed below must be received.
10/04/2012-05/13/2013
06/04/2014-07/16/2014
To date documentation has not
been received verifying coverage during these time periods and is required to
resolve this matter for Mr. [redacted].
Our
system notes indicate that U.S. mail was returned on Mr. [redacted]’s account for a
7 month period of time which speaks to his statement regarding lack of
notification.
The
following options are available to Mr. [redacted] to resolve his complaint:
1. 1. Provide proof of insurance for the time periods
listed above to receive full credit for the amount owed. 2. Add the balance remaining on the Kia loan to the new auto
loan resulting in one loan with one payment. If Mr. [redacted] prefers this
option additional paperwork will need to be completed and signed.
3. 3. Maintain the new
auto loan as is and spread the remaining balance on the Kia loan over 24 months
resulting in a payment of approximately $135 per month. If Mr. [redacted]
prefers this option additional paperwork will need to be completed and signed.
We apologize for Mr. [redacted]’s
frustration with Freedom First and hope that we have provided the direction
necessary to allow him to resolve the outstanding issues. Our goal is to
impact every member in a positive manner while delivering a high standard of
service.
Upon receipt of complaint ID #[redacted], a thorough review of this matter was conducted.It was determined that the account was assessed a $5.00 dormancy fee in accordance with our Fee Schedule and Account Agreement in June 2015 since there had been no activity on the account for over a year.As...
requested, the account has been closed and a $5.00 refund check issued.
Upon receipt of complaint #[redacted], a thorough review was conducted using phone system records and account records. Our records confirm a check deposit was made by Mr. [redacted] using remote deposit on January 20, 2018; an e-mail was also sent as mentioned by Mr. [redacted]; and a message was left for Mr....
[redacted]’s wife on 1/23/18 at 4:36 pm. In addition, our records confirm that a text message was sent to [redacted] stating “Freedom First has processed your deposit of $319.50 on 01/20/2018. $19.36 is now available. Visit Online Banking for details”. Each time a remote deposit is made, the system analyzes the transaction and determines the availability of funds in accordance with Regulation CC and our policy. This information is also contained within the Remote Deposit disclosure accepted when using the service for the first time. We have refunded the remaining $22.00 fee as requested. We hope that this response along with the conversation that took place on January 23rd between Mr. [redacted] and our employees provides a better understanding of this service.
Upon receipt of complaint #[redacted], a thorough review was
conducted.
In addition, there have been subsequent discussions between Mr.
[redacted] and [redacted], the [redacted] Branch Manager.
Mr. [redacted] does not dispute opting in to participate in the
overdraft service....
Mr. [redacted] communicated that he values the service and
does not want to be opted out.
As a courtesy, Freedom First has refunded Mr. [redacted] $167.00 in
insufficient fund charges.
Mr. [redacted] appears to be disputing the order in which debit
card transactions are posted to his account. His claim is that the Credit Union
is structuring the posting order to maximize insufficient fund charges. Mr.
[redacted]’s assertion is incorrect. The Credit Union posts debit card transactions
to each member’s account in the exact order they are received from the
merchant.
Should you require anything further, please don’t hesitate to
contact the Credit Union.
Regards,Member Services