Orion Federal Credit Union

Sir,We will meet the homeowner tomorrow and fix the problem I was the one who submitted the estimate but after that I do not have any knowledge that there was a problem.We will try our best to meet our customers satisfaction.Thank you.Josefina A*

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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. 
From: [redacted] <[redacted]>Date: Mon, Mar 16, 2015 at 3:41 PMSubject: to complaintTo: [redacted]My complaint was assigned ID [redacted].We wish to inform you that An Exterior contacted us on March 12, 2015 to finish their work to our satisfaction. We paid them in full.We wish that the company would have worked with us to resolve this issue after receiving our emails with complaints (all saved in our records). Instead, they turned over their complaints to a threatening Collection Agency. Also,in their message to Revdex.com their representative says "I do not have any knowledge that there was a problem" which is not true.Thank you for your help.Sincerely, The [redacted] family.

Sir,We will meet the homeowner tomorrow and fix the problem.  I was the one who submitted the estimate but after that I do not have any knowledge that there was a problem.We will try our best to meet our customers satisfaction.Thank you.Josefina A*

Bank has not been able to provide me the car title for auto loan that was paid off in April 2013 and it is now September 2013.I paid off my car loan in April 2013. In June 2013 I called to find out when I would receive my car title. The bank informed me that it had been mailed. However, the address they mailed it to was my previous address (I had moved in 2009 and updated my mailing address with the bank, but apparently it was not changed in all their systems). I provided my current mailing address and was told it would take about two (2) weeks to get a duplicate title. In August 2013 I called back and was told that they could not obtain a duplicate title yet because they did not have a power of attorney for me. I was asked to come into the branch to sign the power of attorney document and have it notarized, which I did. However, I was also told that since my wife was also on the title, she needed to sign a power of attorney as well and have it notarized, which she did the next day. However, the branch manager told her that it was not necessary to notarize her signature at that time. The branch manager said she would forward the document to the main office where it would be notarized. On September 19, 2013 I called the bank again to inquire about the car title. I was told my wife signed the power of attorney but it was not notarized. They first wanted her to come back into the branch to sign the paper again, but after I complained we should not have to come in again due to their error, they later determined that was not necessary. I still have not received my title and it has been almost 6 months. I have done everything the bank asked me to do, yet there is no one accountable to ensure the bank does what they are supposed to do, nor has there been a single proactive call from the bank to me to discuss any delays or issues. It is only after I call them that I find these things out. I have asked repeatedly to be put in touch with the bank president only to get no response.Desired SettlementI want my car titleBusiness Response Contact Name and Title: [redacted], VP RetailContact Phone: [redacted]Contact Email: [redacted]RE: Complaint #[redacted]After detailed research of **. [redacted] complaint, the credit union agrees with his concerns. His loan was paid off in April 2013 as he stated. The title was mailed to an old address which had been changed in 2009 causing the released title to be sent to an old address. Over the course of several weeks/months, **. [redacted] has worked with the credit union to file for a duplicate title which he now has in his possession. During the process, the credit union failed to provide **. [redacted] with excellent service and understandably, he should be upset.We have talked personally and as mentioned in that conversation, appropriate changes in processes will be addressed so that situations such as his are not reoccurring. We appreciate **. [redacted] escalating his concern of poor services, lack of escalation and follow-up .

New member miscommunication error. I was highly recommended to this institution. I opened up an account with this institution around the week of August 17, 2015. I received my employment check on August 27, 2015 and couldn't get it deposited into my account until my employer verified the account. I took my check to the nearest location and deposited my check into my account via ATM on 8/27. My receipt reflected $200 of my money available right then and the balance showed on the ledger. I checked my account online, it showed the time, date, and amount of my check with the word CREDIT. I made some transactions after the deposit, Monday I tried to order my son school uniforms and I received an card error message. I checked my account and it showed I was overdrawn $498.00. I called and was told that it was disclosed to me that this institution holds checks for 2 business days, I explained that that was not disclosed to me and the lady started to debate with me about it. Plus I was told that my receipt also told me about the 2 day hold. I went in to the nearest branch and explained I opened up my account online, I deposited my check in my account, now I'm overdrawn. The lady explained to me that this institution does hold checks for 2 business days and they even hold cash that is deposited for 2 days, and she also told me that there is a sign on the ATM that states that. I explained to her had I known this I would not have deposited my check into my account I would've went elsewhere to get my check cashed. I told her I didn't have $210 to give away for 6 overdraft charges, I had to buy groceries for my home and buy my son's school uniforms. I also told her I didn't feel like it was right for me to lose that kind of money for something I didn't know about. I was also told that my check wouldn't clear until Wednesday 9/2, which is more than 2 business days. Before I left the bank she gave me a copy of the disclosure. The lady said give her 24 hours to investigate, she was going to see was the information she was relaying to me about the hold disclosed to me online. The lady called me back within 24hrs on 9/1 like she said, she told me that that information was disclosed to me online, I was right there was not a sign outside that stated that there is a 2 day hold on checks, and that she will only give me half of my money back which is only $105. My check didn't clear until Thursday 9/3. I told her their disclosure also says that I would be notified about longer holds and no one notified me, it spoke of checks cashed by them from another bank and deposits made in multiple accounts, which neither applied to me. It also said depending on the check there will be a 2 day hold, which I don't understand why my check was held because I have other co-workers that are members of this institution and haven't had any issues like this. A lot of what was in there disclosure had nothing to do with my situation. Though I deposited my money via ATM if there was going to be a hold I think the ATM would've told me that there was a hold and when my money would be available, it should've been printed on my receipt, and showed up on my bank statement. I have proof that it wasn't in either place and that no one called me to tell me anything. Any company that is only out for themselves isn't a reputable company such as this one. Desired SettlementI would like a full refund in the amount of $210.00 instead of a partial refund in the amount of $105.00 that I still haven't gotten yet. Especially, after I opened the account someone called me and I asked did I need to come in and what did I need to know about the account. None of this was told to me at that time. I feel like they're stepping on their small people by taking money that they really don't have. That was all of my money and I get paid every two weeks. I have no money for food, gas, uniforms, etc. until I get paid again next week. I don't feel welcomed nor do I feel like a member I feel robbed. Even if my money was on hold it should've went toward purchases I made instead of me paying $35 per transaction that I used my card like I don't/didn't have any money. I feel like even if it's on hold I have money and it's there why charge me extra fees for money I really do have even though this institution is holding it. It's not right and they don't care about their members nor are they there to help their members. They're only there to make and keep themselves rich.Business Response In reviewing the account listed in the complaint, the Credit Union agreed to issue a full credit of the overdraft charges assessed to the members account. Our member opened her account on-line. In doing so, she electronically accepted and agreed to the terms and conditions of the account which included Orion's fee schedule, account hold policy and funds availability. In addition to the on-line disclosures, Orion ATM machines discloses that additional holds may apply to deposits made through the machine. In a phone discussion with the member, funds availability has been also reviewed. Orion is not practicing anything different than all other financial institutions following federal compliance regulations.

My SSN was fully visible in mailed correspondence. I joined and got an auto loan on 4/15. On 4/23 I received mail with my full name, address, full account information for my auto loan, and my full (unblocked, repeated 12 times throughout documentation) social security number. Name, address, and SSN were fully visible in the mailer window. When I contacted Orion about this and asked for it to be corrected and for them to monitor my credit for free for a minimum of 5 years because of their error, I was told it would be "investigated" and that it must have "inadvertently" happened. I have contacted the Branch Manger, George B[redacted]. The person responsible for setting up the account was Lori P[redacted], an Assistant Branch Manager (yes, an assistant branch manager at a federal credit union "inadvertently" entered in a customer's social security number in front of their name in the system. I guess I'm supposed to just take that at face value and deal with it while someone's hijacks my identity?Desired SettlementI want my credit monitored for at least 5 years at the expense of Orion Federal Credit Union.Business Response Contact Name and Title: Tara S[redacted], VP RetailContact Phone: XXX-XXX-XXXXContact Email: [redacted]@orionfcu.comOrion reviewed Ms. [redacted]'s complaint and is familiar with the error that occurred. It was simply human error. One of the employees issued loan coupons to Ms. [redacted] and instead of putting "Ms." they accidently entered her social security number. That number did appear on the mailing address to the member prior to her name but it did not specify that it was a social security number. It was only that single mailing. It was an isolated employee error that we apologized for and rectified. Orion is willing to provide 1 year of the basic life lock coverage through Life Lock, we feel 5 years is not necessary due to the limited exposure. Ms. [redacted] can also make a free consumer statement on the credit bureau's to validate identity prior to processing any credit requests. If Ms. [redacted] would like to proceed with the basic Life Lock coverage, she can contact the management staff at the Kate Bond branch to discuss the processing steps. We've attempted to reach out and discuss this offer with her directly, however, she has not returned any messages. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have called (XXX)XXX-XXXX (a direct line number) three times in 3 days to speak with Ron B[redacted] of Orion Federal Credit Union. I have also called (XXX) XXX-XXXX (the general number) 3 times as of Monday and have As the Branch Manager and Assistant Branch manager have shown incompetence with being able to complete their jobs, Ron B[redacted] is who I have been talking to. He has refused to call me back in these last three days. As to my not respondingthe last correspondence I had was from the branch manager on May 16th, not the 13th. I had already told Ron B[redacted] that I did not want to deal with the branch manager George Bravos or assistant branch manager Lori P[redacted] because their incompetence caused the issue. Additionally, upon researching the LifeLock options, the basic option doesn't even cover credit monitoring, which will be the purpose of having it. So Orion needs to up the coverage to at least the middle option, LifeLock Advantage. Final Business Response Orion has offered to pay for 1 year of basic coverage due to the limited exposure of Ms. [redacted]'s information as stated in the first response. Today, 6/6/16, Ms. [redacted] discussed and agreed to this with Ron B[redacted], Director of Retail. Orion will refund her account for the full year's subscription of the basic Life Lock coverage. Orion also recommends that Ms. [redacted] make a consumer statement on all 3 credit bureaus to check identification closely when applying for credit. That consumer statement is free if she choses to do so.

I have made several calls since November 23,2013 to get my debit card.I have been trying to get my debit card since November 23, 2013. I called on December 26,2013 and let them know that I never received my debit card. They told me the address they sent it to and I told them that one was wrong and asked who gave permission to change it. Nobody could answer my question. They then reissued me another card and said 10 business days which would have been on the 10th. I called that day and let them know that I still havent received a card and asked for a supervisor. I spoke with [redacted] and she went over my information with me to verify it was correct and said she would send another card to me. Today is business day 10 and still no card. But I did receive my new pin number for the card. Cant use pin number with no card. I feel like I am getting the run around from them and no answers. My husband has done business with them for over 20 years and we have had several loans with them. The last 9 years we have had the same address that has not changed. I do not know what else to do so that is why I am contacting you. I do not work around one of these credit unions so I have no access to any of my money. I have to write a check where checks are accepted for anything I buy. My husband has to call and pay the couple of bills we have set up on my card and pay with his. This is very frustrtaing.Desired SettlementAll I want is my debit card.

I have overdraft protection on my checking account up to $500.00. I deposited $165.00 to cover $133.00 and received $120.00 in overdraft fees.I deposited a check at The ATM in the amount of $165.00 on 8/29 to cover pending charges from using my [redacted] card. The charges pending totaled $144.00. My account showed that the check posted and before the pending charges hit my account. There were three transactions: $68.00, $64.00, and .99. I was charged three overdraft fees for each item even though the bank could see my deposit. This has happened before and they refunded my account. I am fearful of doing business with them because they are stealing from me. I have $295.00 negative balance due to their unfair practices. I have $500.00 overdraft protection on my account yet I still receive these remarkable unjustified fees. I was in the process of closing the account because of their unfair practices to consumers and this incident occurred. I have written them twice and no one has responded. I reviewed my account today 9/1 and one other transaction went through that I forgot to stop automatic payment with...I accept that responsibility; but the other transactions did not deserve any overdraft fees. I would like a full refund of the unfair charges to my checking account.Desired SettlementI would like a full refund on all of the unfair overdraft charges against the transactions that I clearly made a deposit to cover. I also, would like an apology from them regarding the demeaning treatment I received whenever I dispute an issue regarding their harsh practice of placing overdraft charges on items as small as .99 cents. Business Response After reviewing the members account, we have provided a refund of $160 in negative fee refunds. Orion is not practicing any type of unfair or unregulated non-sufficient funds processes. This refund is not claiming any wrong doing on our part, it a courtesy based on our members length of membership and minimal (if any) previous refund experience or courtesy's. Our member has "opted in" on her own accord to carry the $500 courtesy pay coverage which charges $35.00 per item that will take her account into the negative. Fees and disclosures were provided to her at account opening and are available on-line at [redacted]. It is our recommendation that if items are pending the account balance and a member needs immediate credit, a teller/branch transaction is the best option. Using an ATM will not provide immediate credit to the account. When a member uses the ATM to make a deposit, the funds are not made 100% available until the deposit is verified by a member of the Orion staff. Although she made a deposit against those items mentioned in her complaint, the $165 was on hold for 3 business days. That deposit was made at or about the same time as the pre-authorized purchases. Our member has had an account with Orion for several years; however, using the ATM for deposit activity looks as though it just started this past May. ATM machines have a disclaimer displayed that states "extended holds may apply". We do apologize for any lack of response to her emails to the credit union and that issue has been addressed internally. If our member would prefer for Orion to deny debit card purchases due to lack of balance in the checking account, she will need to contact or visit any Orion branch to discontinue the courtesy pay feature. At which time, the only non-sufficient fees charged to her account will be in the case of a returned check or an automated clearing house deduction (ACH). Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I am disappointed that Orion is not taking full responsibility of wrongdoing. Also, there was not a three day hold on the $165.00 transaction; I have a screen shot of the transaction that will reflect this is not true. The insufficient fund fee hit the account the same day the transaction attempted to go through. I was even charged a negative fee on a .99 cent transaction. At any rate, I am glad that the non-sufficient charges of over $100.00 were credited to my account and I do not wish to continue to do business with Orion any longer. I do accept their apology for not responding to three emails regarding this matter. I can not put my hard earned money in a bank that I can not trust and for such poor customer service.

An automatic bill payment was canceled to [redacted] on 09/03/2013 from my bill pay checking account with Orion Bank in the amount of $243.00. The entire month of September no deductions were made from my account. In October, the automatic payment from my checking account was reinstated with an amount $250.00. Once the payment was reactivated with a different amount of $250.00, the bank took the initiative to reactivate the $243.00 payment without my authorization. This put my account in a negative of -511.11. On 11/06/2013, I brought to the banks attention what they were doing incorrectly with my account. After, talking with [redacted] in telephone services, I was directed to [redacted] in electronic banking. [redacted] informed me there were dual payment modules and I should see them on my billers list 2 times. I informed her I did not. So she informed me to just start it over from the beginning and ask the supervisor in telephone services to reimburse me. I did just as [redacted] advised and explained the matter to the representative and no one came to the phone. Therefore, I went into the branch on [redacted], the Ast. Branch Manager was very helpful, but informed me it was over her branch's limit and called electronic banking. [redacted] informed Ms. [redacted] of the issue and told her I had all supporting documentation, but instead of reimbursing me my funds and fees, [redacted], in Electronic Banking told me it was nothing she could do for me to call [redacted] and see if they will give the bank the money back. I told her the bank made the mistake the bank should recoup the over payment, but in the meantime Orion needs to correct my account for their mistake. After being a customer for over 20 years, one would think it would be an easy fix of reversing the $243.00 (X2) plus the 10 overdraft coverage fees at $35.00 each totaling ($350). However, that wasn't the case. Ms. [redacted] continued to insult my intelligence by informing me the bank has nothing to do with my account, and if I wanted my money back I would have to get it from [redacted] myself. She then replied, "Well somebody did it and it was nothing she could do." I informed her I had all my documentation to support every transaction that transpired and the bank made a mistake that it should be an easy fix. She said if I wanted my money I need to call [redacted] and tell them to send it back. I asked her, "Why should I call [redacted] when you guys made the error." She replied, "Well they want talk to me." Again, before I began talking with Ms. [redacted], the Ast. Branch Manager at the [redacted] Branch, informed Ms. [redacted] I had all my documentation proving my complaint was supported with documentation. But, Ms. [redacted] said, they don't handle the electronic banking a third party vendor did the processing. At this point, she was giving me the run-around about my money, and this need to be rectified immediately. [redacted], the Ast. Branch Manager extended her the [redacted], but informed me it was above her branch limit, and electronic banking is accountable and should fix the mistake. [redacted] left me a voice message on my cellular asking if I would call her in the morning, and she would get with her manager concerning my reimbursement. I did and again I got the run-around, the duplicate was out, but she couldn't give me my money back I had to go to a branch to get my reimbursement.Product_Or_Service: electronic bankingDesired SettlementReplace all monies and fees in the amount of $836Business Response Ms. [redacted] attempted to change a bi-weekly recurring bill payment model she had established through Internet Banking for [redacted] in the amount of $243.00. She did set-up a second recurring model for the new payment ($250.00) but did not cancel the original recurring model. She individually cancelled three payment events for the $243.00 (9/3, 9/17 & 10/01) payment but did not cancel the recurring model she had set-up. Therefore, the member's payment of $243.00 scheduled for 10/15/13 as part of the recurring model was processed and sent to [redacted] as scheduled. An additional payment under this recurring payment model attempted to pay on 10/29/13 but was not completed due to insufficient funds. Only the one payment on 10/15/13 for $243.00 was deducted from the members account (not two for which she seeks reimbursement).After Ms. [redacted] contacted Orion on 11/7, we researched her claim and it became clear what she had intended to do was not was she had done. [redacted] of Orion's Electronic Services Department instructed the member on how to cancel the recurring payment models which the member did cancel at that time. Please note that for security purposes, Orion staff does not have access to make changes to bill payment models established by our members through Internet Banking. Although this error was not caused by Orion, Orion management authorized and issued courtesy refunds to this member in the amount of $70.00 on 11/7/13 and $350.00 on 11/8/13 for a total of $420.00 which was the total amount of overdraft fees charged to the member due to her error. Refunding the full $420 was a courtesy on Orion's behalf because of the length of membership and we feel was quite generous on our part. Mrs. [redacted], in Orion's Electronic Services Department, tried on multiple occasions to explain that Orion staff does not have access to make changes to or reinstate the recurring payment as the member was claiming. She also advised Ms. [redacted] we could not recall the payment from [redacted] and to contact them if she requested reimbursement. Since this was a member user error not caused by an Orion system malfunction or employee, Orion has no responsibility to reimburse the member for the $243.00 paid to [redacted] for which the member has received benefit. When a consumer logs on to bill payment services and makes the desired changes, the credit union can not be responsible for the actions taken by the front-end user. The receiving bank ([redacted]) will not return a bill payment item per a credit union request; they will want to hear from their customer which in this case is Ms. [redacted].