Patriot Federal Credit Union

October 1, 2015Dear [redacted] , We received your letter regarding the complaint filed on 9/21/15, by [redacted] ***This is our reply to this submitted complaintPatriot Federal Credit Union strives to deliver every member exceptional serviceFrom time to time the credit union needs to enforce established policies that protect our membership as a wholeWhen an individual member does not keep their accounts in 'good standing their membership maybe frozen until the account is brought back into 'good standing'Along with this, the Credit union's membership agreements and/or loan contracts give the credit union the "right of off-set' to bring account back to 'good standing' by transferring funds from one share account to another share or loan account that may be in default.If you have any questions or need any further assistance, please do not hesitate to contact me at thedirect-line below, [redacted] @patriotfcu.orgSincerely,, Joycelynn J Director of Asset Protection

Complaint: ***
I am rejecting this response because:------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Mon, Nov 7, at 2:PMSubject: Fwd: ID # ***To: *** *** ---------- Forwarded message ----------From: *** *** Date: Mon, Nov 7, at 2:PMSubject: ID # ***To: [email protected]** ***,This is my rebuttal to MrW***'s version of eventsMrW*** was right about one thing, I was scammed, in fact I was scammed twiceonce by the person who actually stole my watch and once by Patriot Federal Credit UnionI am more livid with the latterI trusted that a bank I had done business with for over years was looking out for my best interest. MrW*** states that I was opening myself up to fraud by providing this "stranger" with my secondary account informationThis is a lieAfter all this came down, I had a discussion with his member service manager, without resultI decided to go to other Patriot Credit Union branches and spoke with manager's of those locations about what happenedEven his own management at these locations agreed that the money should have been wired and that it was perfectly safe for me to do soI am a business man of years with three successful retail stores and have connections with other banksI had contacted the management of these banks that I deal with through the business and every one of the told me I should have insisted that the monies been wiredWhat I learned after speaking to these other banks is that Patriot was covering, as what MrW*** states, is "soundness of the credit union as a whole"In other words, covering themselves, not meI was told by his tellers that I would be responsible for overdrafts and fees if this was a scamThis is not true eitherI was told by all that I spoke with including his own team, that there is no way that anyone could access my account without my permission and my signature giving them authorization to withdrawal anything from my accountsHowever, I did learn that by handing out my routing number and accounts did put Patriot at riskIf this person took my information and had bogus checks printed, he or she could try to draw off my account which would become a fraud issue which Patriot would be liable for if it became a fraud issueAll three banks as well as his own management at the other branches told me that there is no more risk to than writing out any check to anyone as my routing number and account number are on every checkIf someone were to steal my routing number off my check, it is a fraud issue between the bank and the crook, it is not mine. Secondly, I would challenge Mr W*** to provide you with the video of me signing this all important form that I did signI went to the credit union to deposit a check, that's itThe girl, who was obviously a relatively new hire, slid this form to me, I signed it and slid it backI did not take the time to read it and she did not bother explainingI thought it only to be a formality and for that I was wrongthat I will admitShe should have gone over that form line by line with me which she did notEven after the check was deposited, I had made several calls in to the bank to inquire on the status of the check, not one person explained that this check was at a third party bankI was told twice that the check was at the Federal Reserve awaiting clearanceSo after being told twice, I assumed that shy of a stop payment on the check, I was in no danger. When Ty called me to tell me the check was clear and the funds were deposited, she did say that the funds could be withdrawn, but she told me straight up that "she had never seen that happen"She knew I was shipping that watch and she never, never said that that this was temporary funding by a third party bank Patriot did not have the courtesy to call us to tell us they pulled the fundsWe could have bounced checks and been short on auto-withdrawalsWhen I called Ty to see what was going on, she was shock when I asked how the Federal Reserve cleared an account that was fraudulentIt was only at that point did she tell me the Federal Reserve never saw this checkIn my mind, after being told twice that the Feds were checking everything out and Ty telling me I was good to go, I shipped the watchI requested in my meeting with the member service manager to review the video footage and the phone conversationShe told me they do not keep the phone recordings and again I would challenge Patriot to supply you the video of the transaction itselfI am not lying and have nothing to hidelet them prove their sideThey have the cameras and records.I sincerely appreciate your assistance in this matter.Thank you,*** ***

We appreciate the opportunity to review this member complaint. After speaking with our member and reviewing the account, it was determined there was a miscommunication regarding the overdraft protection program offered by Patriot Federal Credit Union. We have subsequently provided
a courtesy refund of all fees incurred b y this member. We communicated the refund to the member and he was pleased with our resolutionIf you have any questions or concerns please feel free to contact us

Patriot received Mr*** complaint related to his *** card and investigation into the reissue of the card was completed. Patriot reviews applicable credit cards prior to reissuance and this particular card did not meet the standard criteriaWe appreciate the feedback and the opportunity to
re-consider the members request regarding his existing credit card. We have been in contact with Mr*** to discuss a mutually beneficial resolution.Thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I was unaware the refund was made, I should have checked my account before contacting the Revdex.com but the last contact I had with a Patriot employee they stated that I owed the money, I said I could not pay it, and they asked if I could pay at least payment, I said no as I did not have income and asked them to just send it to a collection agency instead and I would pay it later in a following time, the Employee said ok and said they would send it along and close the account, I admit I did not bother checking the account after this call, I assumed there was nothing I could do to resolve the issue so I simply seized contact and went about my life, then a family member suggested the Revdex.com and I contacted you guysAnyway since the amounts have been resolved please pass along my thanks to Patriot and ask them to please close my account as even though the issue is resolved, I do not wish to keep it as I am 300+ miles from the nearest branch, so keeping the account is not satisfactory.
Regards,
*** ***

October 1, 2015Dear *** ***,We received your letter regarding the complaint filed on 9/21/15, by *** ** ***This is our reply to this submitted complaint.Patriot Federal Credit Union strives to deliver every member exceptional serviceFrom time to time the credit union needs to enforce
established policies that protect our membership as a wholeWhen an individual member does not keep their accounts in 'good standing their membership maybe frozen until the account is brought back into 'good standing'Along with this, the Credit union's membership agreements and/or loan contracts give the credit union the "right of off-set' to bring account back to 'good standing' by transferring funds from one share account to another share or loan account that may be in default.If you have any questions or need any further assistance, please do not hesitate to contact me at thedirect-line below, *** @patriotfcu.org.Sincerely,,Joycelynn JDirector of Asset Protection

June 11, To Whom It May Concern:We are writing in response to the above mentioned complaintPatriot Federal Credit Union has fully investigated the dispute and is happy to provide the outcome of our investigation to the Revdex.com.The members financed a
vehicle with Patriot Federal Credit Union and agreed to provide proof of physical damage insurance protecting Patriot's interest for the term of the loanIn addition to the contract the members also signed a separate agreement to provide insuranceRedacted copies of both documents are enclosedThe policy in force, when the loan contract was signed on November 1, 2013, expired on November 4, Patriot's insurance center began sending mail notification to the members requesting proof of insurance as required in the loan contract, Notices were sent December 16, 2013, January 13, and February 10, The members did not respond to any of these notices and on February an insurance policy was issued per the terms of the contractAs of April 21, proof of proper insurance had not been provided and a policy was issued per the terms of the contract, and a payment increase letter was sent notifying the members the payment was being increased to cover the cost of the insurance policy purchased due to the failure to provide proper proof of insurance coverageThe payment increase was processed on April 22, A redacted copy of this correspondence is enclosed.On May 2, Patriot's Insurance Center received proof of proper insurance and issued a partial refund because a lapse in coverage remainedOn May 19, the member contacted the Insurance Center to provide coverage for the entire term of the loan and a full refund was issuedThe member contacted Patriot advising us he contacted the insurance center to provide proper proof of insurance and that a full refund would be issuedAt that time we explained the refund is not instantly issued to Patriot, but would be sent to us the following Tuesday and then payments would revert to the original terms of the contractBecause of the Memorial Day holiday the following week the refund processed one day later and the refunds were applied and the payment adjusted on May 28, 2014.Patriot's investigation of the complaint has shown procedures were followed and the member's files were updated promptlyA refund was issued as soon as proper coverage was verified and posted to the loan as soon as it was receivedInsurance refunds are received every TuesdayA review of the credit reporting on June 11, reflects the original terms of the contract prior to the payment increase on April 22, The members were sent written confirmation the insurance matter was resolved on May 23, and a verbal verification of the same was given by the credit recovery department on May 28, 2014, and a payment history was sent at the member's requestOn June 6,an additional letter was sent per member request explaining the insurance policy was cancelled and the loan payment was adjusted.We hope this documentation resolves any outstanding questions the Revdex.com has regarding this complaintIf you need any further documentation, or have any questions related to this investigation please feel free to contact me directly.Sincerely,

11/16/16Dear *** ***:This is in response to your letter, dated 11/8/2016, in reference to Complaint ID *** lodged with the Revdex.com by *** *** on 10/8/Your correspondence indicated that *** *** had additional concerns and you included a rebuttal submitted by *** ***.As noted in our original response to *** ***'s Complaint, Patriot disputes Some of the characterizations of individual conversations represented by *** *** but we have no substantial concerns with his facts as they were presentedIn our direct conversations with *** *** and in our response to his initial Revdex.com complaint, we addressed *** ***'s statements as well as additional pertinent facts.*** ***'s rebuttal expands upon his original description of events but his argument remains fundamentally the sameAs such, Patriot has no further response to his complaintIf I can be of further service or information, please feel free to contact me.Kindest Regards;Brad WCEO

8/31/To Whom it May Concern:I am writing in response to your notification of receipt of a complaint about Patriot Federal Credit UnionPatriot appreciates the opportunity to address our member's concerns and improve our level of service.In the complaint, the member expressed displeasure with a
fee that is incurred when funds are transferred from an Overdraft Line of Credit to cover items for which there are not sufficient funds in the checking accountThe member referenced the fact that this fee was not charged when the loan was held by the *** ** *** *** Credit Union (***)While this is accurate, all *** members were provided with written notification of any term changes, per regulations, when *** was acquired by PatriotAdditionally, this fee can be avoided by transferring funds in advance in person, via phone, in writing, or electronically through our home banking System or our mobile appI have contacted the member directly to address any questions or concerns he may have regarding his father's account or the reference to a recently returned check.Patriot takes our members' feedback very seriously and we strive to continually elevate our performance, products, and services to provide our members with a valuable, convenient, and positive experienceShould you or any of your readers have further questions, I would be happy to discuss them personally.Kindest Regards,Darby FDirector of Member Service

My complaint is the automated telephone system used by Patriot Federal Credit Union try to contact the credit union about a problem with my debit card before they closeI order some items from Macy's they say my address was wrong by the credit union said about my debit cardSo I call the number to credit union press for operator got automated service again no operatorThe only debit/credit card listing on automated part is for lost or stolen cards not for other card problemsThis made loose the items I want to get that were on saleI want to fix this problem on just keep putting in this complaint again if this happens

October 1, 2015Dear [redacted],
We received your letter regarding the complaint filed on 9/21/15, by [redacted]. This is our reply to this submitted complaint.
Patriot Federal Credit Union strives to deliver every member exceptional service. From time to time the...

credit union needs to enforce established policies that protect our membership as a whole. When an individual member does not keep their accounts in 'good standing their membership maybe frozen until the account is brought back into 'good standing'. Along with this, the Credit union's membership agreements and/or loan contracts give the credit union the "right of off-set' to bring account back to 'good standing' by transferring funds from one share account to another share or loan account that may be in default.If you have any questions or need any further assistance, please do not hesitate to contact me at thedirect-line below, [redacted] @patriotfcu.org.
Sincerely,,
Joycelynn J.
Director of Asset Protection

Dear [redacted] This is in response to your letter, dated 2/16/2017, in reference to Complaint ID [redacted] lodged with the Revdex.com.  In the complaint, the member stated that he had been charged two overdraft fees, totaling $70.00, as a result of two electronic debits that were submitted against...

his account for payment.  The member stated that Patriot should not have allowed a transaction to be charged against his account because he had overdraft protection.  In reviewing the account, I found that the member had elected not to have overdraft protection on his account so the fact that the two debits were returned unpaid was as he requested.  There is a $35.00 fee for such returned items and it is disclosed on our fee schedule.  The member also claimed that Patriot would not remove the fees, threatened to send them to a collection agency, and that as a result he is unable to open a new bank account.  While it would be standard practice for a financial institution to attempt to collect these fees, Patriot did actually refund the two fees as a courtesy on 2/1/17, prior to the submission of this complaint.  The refund of the fees corrected the negative balance in the member’s account.  As a result, no derogatory information has been reported to credit bureaus or any other agency that would impact his ability to obtain an account elsewhere.  Patriot strives to provide service excellence to all of our members so we appreciate and take their feedback seriously and view it as an opportunity to improve.  We have been in contact with this member to notify him that a refund was processed and to ensure that his other concerns are thoroughly addressed.  If I can be of further service or information, please feel free to contact me.   Kindest Regards; Darby F[redacted], Director of Member Service Patriot Federal Credit Union

October 19, 2016Dear [redacted]:This letter is in response to your letter, dated 10/11/2016, in reference to Complaint ID [redacted], Let me begin by thanking you for your understanding that there are, in most instances, two sides to every dispute. After reading [redacted]'s complaint, Patriot has...

no substantial concerns with his facts as presented. While we dispute some of the characterizations of the individual conversations, his general comments are accurate.However, there are additional facts [redacted] has not disclosed:1. This transaction began by [redacted] posting his watch for sale on an internet site.2. [redacted] asked Patriot to provide him the necessary information to give a total stranger in another country the necessary information to wire funds into his account for a watch he had posted for sale. [redacted] was informed by Patriot staff that this was a highly risky transaction that could open him up to identity theft and account fraud.3. Patriot understood [redacted]'s belief that this was safe, as the account he wanted to use was a secondary account. From [redacted]'s position, if the transaction resulted in fraudulent activity, he would simply close the account. While our staff did not refuse his request, we suggested another course of action to protect [redacted]'s account information and the safety and soundness of the credit union as a whole.4. [redacted] presented Patriot with a Canadian check for the purchase of his watch. In [redacted]'s complaint he notes that he signed a "form". This was more than a form, it was a formal agreement between Patriot and [redacted] informing him that he was responsible for the funds should the check be returned. This is a common practice when processing international checks for collection. During our conversation [redacted] informed me that he didn't read the agreement and therefore should not be responsible. In his complaint, [redacted] references a third party bank and the fact that the funds were deposited to his account and then withdrawn without notice. These items are clearly disclosed on the agreement that he signed and were explained to him on multiple occasions throughout his dealings with our staff. I have attached a Sample of this agreement for reference.In the end, this dispute comes down to the belief that if Patriot would have simply taken [redacted]'s original request to wire the funds, he would not have lost his watch, which he values at $3,900. [redacted] ignores the possibility of identity theft and the risk that fraudulent transactions pose to his personal account and to Patriot as a financial cooperative. [redacted] was the victim of a scam and for that I am sorry. However, I can assure you that I did conduct a review of the transactions and conversations presented to me by [redacted] and fully Stand behind my Staff's comments and actions during this entire unfortunate set of circumstances. Accordingly, Patriot is not responsible for his loss. If I can be of further service or information, please feel free to contact me.Kindest Regards,Brad W CEO