SEE ATTACHMENT FOR ORIGINAL.Thank you for sharing the complainant information regarding the above-referenced case numberpark Community Credit Union strives to provide accurate credit reporting and works extremely hard to minimize any errors.After reviewing the events and actions taken by the
credit union, it has found its reporting to be correct and accurateLoans payments for Mr***'s account were not timely received for October and November Our records reflect that on December 1, 2015, Mr*** contacted us and stated his payment was returned to himOur representative verified that he had the correct addressMr*** then stated he would be sending payments again both for October and November.Park Community Credit Union has attempted to contact Mr*** by phone on three occasions since its receipt of his Revdex.com complaint and has not received a responseAt this time, this matter is considered closed.Thank you.*** ***
Response: Ms*** has contacted us numerous times to add the CODP service and drop the serviceWe have worked diligently in every way that we canWe have refunded the overdraft fees to her, all of them dated back to January until present, one on 07/24/(showing that she was aware
that CODP was on her account at the timeWe felt that this situation was reminded before she left our officeIf you have any further questions, please feel free to contact me
Revdex.com:
I have reviewed the response 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 have maintained that I was not in agreement of odp on my account and have complained about it several times . Contrary to what the bank is telling you, There have not been numerous requests to add it then drop it. No the matter has not been resolved to my satisfaction. And their statement that I can no longer have it should I decide to request it is still an issue of concern for me as I do not agree with their determination, especially since they are the ones who have continuously been at fault.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
The response from the business...
states I would be refunded $375.00 however per my bank statement, I was only refunded: $350.00 as seen below:
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
The manager did call me...
basically because you was told to or it was her job, she had no compation in her voice. It was more like a rush call to proceed to write her response. It was never about my fees it was more about me being a person and your customer if my business is not appreciated I will be happy to go somewhere else. You act as if you are doing me a favor. My complaint was about customer service and yes over drafts, treat your customers like a person and stop reading scripts. I'm sticking to what I said this branch does not have the best customer service. My account can be noted as much as needed I make deposits very often, you all rob your customers then ask how can I help you...
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
After having $1006.07 TAKEN from my account by this organization and having nothing returned to me, I find the lack of action unacceptable. They claimed they would do anything to help - if so - then they should return my $1006.07. I have had over a thousand dollars siphoned out of my account through no fault of my own. This is ridiculous.
Very sad,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve mycomplaint. For your reference, details of the offer I reviewed appearbelow.I have had an opportunity to discuss my customer experiences and concerns withthe SVP of Retail Relations, Ms. [redacted]. Although our discussion waspleasant and informative, as a member it will be difficult to know if myconcerns have genuinely elicited change. Throughout my experiences withPark Community, the personnel have been professional and apologetic however,since beginning my membership at Park Community about 14 months ago, there havebeen repeated errors and missteps that demonstrate a systemic problemthroughout the organization. As a member run business, I find theseissues extraordinarily concerning. In my conversation with Ms. [redacted], she described a number of conversations atthe corporate level strategizing "checks and balances" that could beput in place to decrease errors. This included changes in training andprocedures. Why were these not in place before? Althoughencouraging, these changes will likely not be noted by the customer in thatthey only serve to avoid error rather than truly improve the customerexperience. The lack of attention to detail is pervasive from enteringdata incorrectly when opening an account or printing a new debt card tospelling errors on signage at the branch. These may seem like nit-pickycomplaints, however, Park Community is handling my money. This requires atrusting respectful relationship. The front-end actions of employeeswithin this business do not support this relationship. The corporatestaff that I have worked with have done a tremendous job at service recovery bysaying the right things and following up; but, errors continue to beidentified. I have said many times, "if it weren't such a hassle to change banks, Iwould have left Park months ago" and that is still very much on thetable. This complaint was filed not as a first action but after repeatedattempts to identify solutions with Park. The transition to the ITMbranch at [redacted] was poorly handled and continues to have problems. The branch was originally a standalone traditional bank with tellers and cashon hand. Due to concerns regarding teller and customer safety, thedecision was made to move to ITM based services with no cash available onhand. I understand safety concerns are real and must be mitigated. However, I believe that due to the poor handling of and continued struggle withthe marketing and delivery of this new baking system that Park Community hasdone an old fashioned 'bait and switch" on its members, providing fewerservices than those previously provided in the same branch. I AMNOT and have been informed WILL NOT be getting the same level of servicethat I had come to expect at Park prior to the chance in servicedelivery. At this point, I believe that Park Community has some strategic businessplanning to discuss. I have experienced what some might describe as the"perfect storm" in customer experiences at Park. There have been issues with individualpersonnel and their lack of attention to detail as well as poor planning,communication and marketing of a significant banking delivery model. The implementation of ITM based servicesexclusive of the personal touches that support the trusting respectfulrelationship I expect in my baking institution should be considered carefullyprior to future implementations. In an effort to contribute to the solution, I offered my insights and time towork with the leadership of Park Community to identify opportunities forimprovement that would enhance the customer experience. I believe that mypersonal experiences as well as the significant amount of knowledge inhealthcare quality, systems design and project implementation could be avaluable asset. My offer was glazed overand not accepted. This response only enhances my skepticisms related tothis business. Regards, [redacted]-[redacted]
This email is in response to the Complaint ID: [redacted] by one of our members concerning customer service issues. In an effort to address her concerns, I have left two voicemail messages for our member, one on October 7th and another today, October 13, 2015. I have left a work and a...
cell number for her convenience. The members preference for resolution is to talk with one of our board members. As a credit union, our board is comprised of all volunteers who oversee the strategic direction of the credit union does not get into the day to day operational issues. As the SVP of Retail Operations, I will gladly speak to our member and outline the things that we have changed as a result of the issues she has experienced with us and to apologize for the same. Thank you. [redacted]
We have been in contact with Mr. [redacted] on three occasions concerning this matter. Our last conversation with him was held on May 10, 2016 where we again explained that we have provided all information to his employer. We have also talked directly to [redacted] at his company who has...
assured us that she is working with [redacted] Bank, who actually has his money. [redacted] Bank is the institution that incorrectly processed his check and we have no influence on them in making the adjustment. We have told Mr. [redacted] that we will do anything we can on our end to help expedite this matter and at this point, the resolution resides with [redacted] Bank. Please feel free to contact me if you have any questions. Thank you, [redacted] Park Community Credit Union, [redacted]
Revdex.com:
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]
Response:
We certainly appreciate Ms. [redacted]’ frustration at incurring charges due to an issue that was, as she states, caused by a third party with whom she has a business relationship. Ms. [redacted] informed us of the situation on January 20, 2015, and was advised that we would refund the four...
$32 overdraft fees once the third party corrects their error. That error was corrected by the third party on January 21, 2015, when they initiated a wire into Ms. [redacted]’s account. Upon receipt of this, we refunded all overdraft charges incurred. At this point, the only outstanding fee Ms. [redacted] has incurred is the $10 charge for the wire sent to her account. We feel we have done everything we can to take care of our member, although we did not play any part in the error that occurred. Respectfully, [redacted] Park Community Credit Union
[redacted]%
SEE ATTACHMENT FOR ORIGINAL.Thank you for sharing the complainant information regarding the above-referenced case numberpark Community Credit Union strives to provide accurate credit reporting and works extremely hard to minimize any errors.After reviewing the events and actions taken by the
credit union, it has found its reporting to be correct and accurateLoans payments for Mr***'s account were not timely received for October and November Our records reflect that on December 1, 2015, Mr*** contacted us and stated his payment was returned to himOur representative verified that he had the correct addressMr*** then stated he would be sending payments again both for October and November.Park Community Credit Union has attempted to contact Mr*** by phone on three occasions since its receipt of his Revdex.com complaint and has not received a responseAt this time, this matter is considered closed.Thank you.*** ***
Response: Ms*** has contacted us numerous times to add the CODP service and drop the serviceWe have worked diligently in every way that we canWe have refunded the overdraft fees to her, all of them dated back to January until present, one on 07/24/(showing that she was aware
that CODP was on her account at the timeWe felt that this situation was reminded before she left our officeIf you have any further questions, please feel free to contact me
Revdex.com:
I have reviewed the response 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 have maintained that I was not in agreement of odp on my account and have complained about it several times . Contrary to what the bank is telling you, There have not been numerous requests to add it then drop it. No the matter has not been resolved to my satisfaction. And their statement that I can no longer have it should I decide to request it is still an issue of concern for me as I do not agree with their determination, especially since they are the ones who have continuously been at fault.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
The response from the business...
states I would be refunded $375.00 however per my bank statement, I was only refunded: $350.00 as seen below:
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
The manager did call me...
basically because you was told to or it was her job, she had no compation in her voice. It was more like a rush call to proceed to write her response. It was never about my fees it was more about me being a person and your customer if my business is not appreciated I will be happy to go somewhere else. You act as if you are doing me a favor. My complaint was about customer service and yes over drafts, treat your customers like a person and stop reading scripts. I'm sticking to what I said this branch does not have the best customer service. My account can be noted as much as needed I make deposits very often, you all rob your customers then ask how can I help you...
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
After having $1006.07 TAKEN from my account by this organization and having nothing returned to me, I find the lack of action unacceptable. They claimed they would do anything to help - if so - then they should return my $1006.07. I have had over a thousand dollars siphoned out of my account through no fault of my own. This is ridiculous.
Very sad,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve mycomplaint. For your reference, details of the offer I reviewed appearbelow.I have had an opportunity to discuss my customer experiences and concerns withthe SVP of Retail Relations, Ms. [redacted]. Although our discussion waspleasant and informative, as a member it will be difficult to know if myconcerns have genuinely elicited change. Throughout my experiences withPark Community, the personnel have been professional and apologetic however,since beginning my membership at Park Community about 14 months ago, there havebeen repeated errors and missteps that demonstrate a systemic problemthroughout the organization. As a member run business, I find theseissues extraordinarily concerning. In my conversation with Ms. [redacted], she described a number of conversations atthe corporate level strategizing "checks and balances" that could beput in place to decrease errors. This included changes in training andprocedures. Why were these not in place before? Althoughencouraging, these changes will likely not be noted by the customer in thatthey only serve to avoid error rather than truly improve the customerexperience. The lack of attention to detail is pervasive from enteringdata incorrectly when opening an account or printing a new debt card tospelling errors on signage at the branch. These may seem like nit-pickycomplaints, however, Park Community is handling my money. This requires atrusting respectful relationship. The front-end actions of employeeswithin this business do not support this relationship. The corporatestaff that I have worked with have done a tremendous job at service recovery bysaying the right things and following up; but, errors continue to beidentified. I have said many times, "if it weren't such a hassle to change banks, Iwould have left Park months ago" and that is still very much on thetable. This complaint was filed not as a first action but after repeatedattempts to identify solutions with Park. The transition to the ITMbranch at [redacted] was poorly handled and continues to have problems. The branch was originally a standalone traditional bank with tellers and cashon hand. Due to concerns regarding teller and customer safety, thedecision was made to move to ITM based services with no cash available onhand. I understand safety concerns are real and must be mitigated. However, I believe that due to the poor handling of and continued struggle withthe marketing and delivery of this new baking system that Park Community hasdone an old fashioned 'bait and switch" on its members, providing fewerservices than those previously provided in the same branch. I AMNOT and have been informed WILL NOT be getting the same level of servicethat I had come to expect at Park prior to the chance in servicedelivery. At this point, I believe that Park Community has some strategic businessplanning to discuss. I have experienced what some might describe as the"perfect storm" in customer experiences at Park. There have been issues with individualpersonnel and their lack of attention to detail as well as poor planning,communication and marketing of a significant banking delivery model. The implementation of ITM based servicesexclusive of the personal touches that support the trusting respectfulrelationship I expect in my baking institution should be considered carefullyprior to future implementations. In an effort to contribute to the solution, I offered my insights and time towork with the leadership of Park Community to identify opportunities forimprovement that would enhance the customer experience. I believe that mypersonal experiences as well as the significant amount of knowledge inhealthcare quality, systems design and project implementation could be avaluable asset. My offer was glazed overand not accepted. This response only enhances my skepticisms related tothis business. Regards, [redacted]-[redacted]
This email is in response to the Complaint ID: [redacted] by one of our members concerning customer service issues. In an effort to address her concerns, I have left two voicemail messages for our member, one on October 7th and another today, October 13, 2015. I have left a work and a...
cell number for her convenience. The members preference for resolution is to talk with one of our board members. As a credit union, our board is comprised of all volunteers who oversee the strategic direction of the credit union does not get into the day to day operational issues. As the SVP of Retail Operations, I will gladly speak to our member and outline the things that we have changed as a result of the issues she has experienced with us and to apologize for the same. Thank you. [redacted]
see attachment for response. The business responded to this complaint but asked that its response not be published.
We have been in contact with Mr. [redacted] on three occasions concerning this matter. Our last conversation with him was held on May 10, 2016 where we again explained that we have provided all information to his employer. We have also talked directly to [redacted] at his company who has...
assured us that she is working with [redacted] Bank, who actually has his money. [redacted] Bank is the institution that incorrectly processed his check and we have no influence on them in making the adjustment. We have told Mr. [redacted] that we will do anything we can on our end to help expedite this matter and at this point, the resolution resides with [redacted] Bank. Please feel free to contact me if you have any questions. Thank you, [redacted] Park Community Credit Union, [redacted]
Revdex.com:
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]
Response:
We certainly appreciate Ms. [redacted]’ frustration at incurring charges due to an issue that was, as she states, caused by a third party with whom she has a business relationship. Ms. [redacted] informed us of the situation on January 20, 2015, and was advised that we would refund the four...
$32 overdraft fees once the third party corrects their error. That error was corrected by the third party on January 21, 2015, when they initiated a wire into Ms. [redacted]’s account. Upon receipt of this, we refunded all overdraft charges incurred. At this point, the only outstanding fee Ms. [redacted] has incurred is the $10 charge for the wire sent to her account. We feel we have done everything we can to take care of our member, although we did not play any part in the error that occurred. Respectfully, [redacted] Park Community Credit Union
[redacted]%