Philadelphia Federal Credit Union

June 19, eResponse to Case ID # [redacted] Please be advised that the recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation Our investigation revealed that [redacted] did schedule another payment in Bill Payer which presented on his account causing the additional Non-Sufficient Funds (NSF) feesSince the extra payment was initiated by [redacted] ***, this was not an error caused by the credit union (2) NSF fees were reversed for a total of $Please note that [redacted] has an extensive history of NSF's and that this is a one-time courtesy that we are extending to himIf he needs help financially, we offer free and confidential access to credit counseling through our affiliate, BALANCEHe can visit pfcu.com and click on the Financial Education tab on the left, then click FREE Credit Counseling, which will take him to the BALANCE website Carla W [redacted] Internal Audit Manager

February 14, class="**oNormal"> eResponse to Revdex.com on behalf of [redacted] Please be advised that the recent complaint from ** [redacted] has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation The overdraft fee that occurred on her account was taken due to insufficient funds being in the accountThis fee is disclosed in our fee schedule that is given to all new members upon account openingThere is no Line of Credit associated with her account, so when scheduling bills or payments, it is the member’s responsibility to ensure that the funds are available to cover the transactions or their account will go negative and result in NSF fees The negative activity was cleared up when an ACH deposit posted to her account on 2/11/Due to the fact that there were insufficient funds to cover the scheduled transaction in the account, the overdraft fees will not be returned at this time Sincerely, [redacted] Internal Audit Manager

[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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[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 have reviewed the response made by PFCU in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me In addition I did receive a call back from someone at PFCU regarding this matterThank you so much for your assistance Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The 1099C was issued to me in the beginning of January to file with my tax return It was not sent in I had already filed my taxes, so I had to do an amended tax filing They say that they sent it to me in error, but the bottom line is, they sent it to me, and I filed it as part of my income and paid the penalty for it Now almost four years later, they want to say it was done in error I feel that if it was done in error, they should be held accountable for that When I received the loan forgiveness letter and the 1099C form to file with my taxes, I did what was required of me to do with the 1099C form When I filed that form, that $4,debt went on record as part of my income A friend of my neighbor, who works for [redacted] ***, told me that if I filed a 1099C for that debt, that it should not still be on my credit This is why I contacted PFCU to see why it has not been removed Please be advised that I do agree that I owed them a balance of $4,from a $6,loan, that at the time I applied for the loan, I asked for $and they approved me for $6, During that time, I was over joyed that I got approved and tried my best to pay the loan back I paid every month on time for years until I was out of a job and couldn't pay, and five months later when I finaly found a job, I was getting over $an hour pay cut, so my finances were shot I still tried to pay the loan back, but I kept falling into hardship trying to maintain a home and bills Yes, I did make an agreement with them to pay $per month, which a did for a few months, but I was struggling, and could not continue to pay $per month After all of this, I received the loan forgiveness letter with a 1099C Form attached to it two years after I made the agreement I breathed a sigh of relief thinking that this debt was over until I applied for a mortgage and see that it is still on my credit, and finding out that same night, that if I filed a 1099C Form, it should have been removed I just cant understand how a bank can make such a mistake as to send someone a loan forgivness and 1099C Form to file with their taxes as annual income, and then three years later want to reverse it Regards, [redacted]

eResponse to Complaint ID # [redacted] If [redacted] agrees to pays the amount of $for the items that were paid on his behalf, the Collections Department will remove the Overdraft privilege charges totaling $and the additional $ [redacted] Collections fee from his accountSince there is a dispute in Check Systems we are unable to make any changes on [redacted] ***'s behalfOnce he pays the negative amount and contacts Check Systems to cancel the dispute, we can make the necessary changes in our network system to delete the Check Systems recordWe will also require something in writing to close out his account for our recordsIf he would like to contact the Collections department to make the payment, they can be reached at ###-###-####

------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Fri, Sep 26, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] > ---------- Forwarded message ---------- From: [redacted] [redacted] > Date: Thu, Sep 25, at 11:AM Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] To: [email protected] morning, Please note that an adjuster was sent to my homeI will keep BB posted on the outcome.Thanks

December 10, eResponse to Revdex.com - Case ID # [redacted] Simoene J [redacted] Please be advised that your recent letter of complaint has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation.Upon receipt of the complaint from MsJ [redacted] an investigation was completed to include interviews with staff from our Collection’s Department, a review of recorded conversations between MsJ [redacted] and our Member Service representative and a search of all Credit Reporting disputes in our system The attached letter from the Collections Manager is being sent out certified mail today and addresses all of MsJ [redacted] ’s complaintsWe hope that she will find the response satisfactoryPlease extend an apology for the oversightIf she has any further questions, please have her contact the Collections Manager, Joan S [redacted] at ###-###-#### Sincerely, Carla W [redacted] Internal Audit Manager

[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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me, but I refuse to continue to go back and forth I will expect to hear something from the IRS, and I will try to settle this debt as best I can Regards, [redacted]

I became a new member of this credit union in and applied for a small personal loanI signed for the loan back in June and I never received the loan information promised from the credit union employee (named Amanda) who met with me at the Fishtown branch after signing for the loanShe frantically called me to me to drive back into the branch and get the information minutes after I leftShe said she would mail it per my request so I didn't have to drive back and it never came in the mailThings can get lost in the mail but this credit union has had more than important things not come in the mail to me now (see below for more on that) so I'm guessing it's not the Post Office's error since I seem to get all my other mail promptly and on time without incidentThis credit union also never sent checks for my checking account after I ordered themI had to call and reorder the checks while they essentially called me a liar in the customer service departmentWhy would I open up a checking account and not want any checks? I opened the account for the sole purpose of moving costs and writing initial first and last month rent and security deposit checks to a new landlordI most definitely ordered checksThis credit union also didn't sent the loan coupon book for my loan repayments that was promised to me in the beginning so that I could make loan payments on timeIn the beginning I did not sign up for automatic payments hence why I was getting the coupon bookFinally got the loan coupon book for payments after my second phone call request for PFCU to send one (TWO requests post loan signing when I had initially asked for the loan payment coupon books)Both loan payment coupon books came in the mail on exactly the same day which was this week - the week of 7/20/I signed for my loan back in June and the first payment was due on July 20, The loan coupon book came way too late to even use for my first loan payment so I had to call back in and set up automatic loan payments prior to July 20th as to not miss a payment or mess up my credit scoreHad I not been on the ball with that personally I would have missed my first loan payment and it would have affected my creditI then wanted automatic loan payments set up to avoid this issue having any chance of happening in the futureI called on a Friday and PFCU customer service employee named Jasmine LIED to me about signing me up for automatic bill pay on our phone callShe also got snippy with me on the call about sending the loan coupons to me when I requested them once again since they were never sent to me at that pointShe claimed they were already sentI said they were notShe then got back on the line after checking with a manager and told me she'd send another batch of coupons even though the first batch was sent outI told her at that point I was realizing I wouldn't get the coupons until after the loan payment was due since PFCU dragged their feet for so much time at that point (I'd get the coupons after my first loan payment on July 20, 2015) so I HAD to do automatic loan payShe told me she'd handle singing me up for automatic loan pay but to also call in the next week on Monday to double check when I asked for a confirmation number or email confirming automatic bill payI thought that was strangeSo I called back in to check in on the status of my automatic loan pay setup the next week before my loan payment was due because I had a fishy feeling Jasmine who I spoke with screwed up and/or didn't know what she was doingThe female customer service rep I spoke with at PFCU that day confirmed that Jasmine did not set up automatic loan pay for me on our previous call and told her manager about the incident because it was a breach of the credit union's protocolThis Jasmine girl could have single handedly destroyed my credit score with this lie about setting up my automatic loan payI have to sign paperwork to do automatic loan payments which is still coming in the mail for me to sign and that was never even mentioned or sent out to me with Jasmine until this second call with another employee following upJasmine never mentioned or sent this form to sign for automatic loan payHow do they train these people? Lastly, PFCU ATMs and debit services were not accessible over the weekend of 7/18/and I was unable to use my debit card to make returns of itemsI was told in Walmart and Target that my card which has more than a grand on it was NOT VALIDThat was a huge mistake on the credit unions part, incredibly inconvenient for a customer, and embarrassing when you do actually have the fundsI called in on Monday to find out what gives and that's when I found out debit was down and atmsNO proactive notice was sent or anything letting customers know that I receivedNothingToday my online account was not accessible for some reason and I was locked out after trying to use two replacement passwords provided to me through PFCU's automatic phone systemI attempted to get new passwords twice through an automated phone call systemBoth passwords given to me from the automated password phone call system did not work when I tried them so I called into live customer service to figure it outI was told by the rep named Anne that she couldn't do anything about it except keep sending the new passwords (that were not working) until I threatened to speak with a managerThen she tried to figure things out for meNo call cameI then contacted customer service chat at PFCU and there a supervisor named Brian with employee number claims they called me with another password after our call - but I did not see any calls come inHe kept arguing with me about it and asked if I had another phone number to provide at a branchNo I don't it's not my phone it's PFCU's customer serviceWhen I went back into the PFCU customer service chat option to find out what was up they just told me to keep calling back into customer service in this giant ring around the rosie gameI was told to just keep trying the passwords that PFCU kept sending me even if I called back into customer serviceWhat a mess

May 11, eResponse to Complaint ID # [redacted] Ms [redacted] Please be advised that the recent complaint from Ms [redacted] has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigationIn Ms [redacted] ’s letter she states that she received poor member service while in our Germantown BranchThe Germantown Branch Manager reached out to Ms [redacted] in reference to the issue at handHe contacted her via phone and apologized for the poor service that she received from the Member Service Representative (MSR)He stated that she was satisfied with their conversation.We take member service and the training of our employees very seriouslyThe manager reviewed ways that the MSR could assist our members going forward, so this does not occur in the futureAgain, we apologize for any inconvenience that this may have caused Ms [redacted] We look forward to serving all of her financial needs in the future, and thank her for being a member of PFCU

February 20, class="**oNormal"> eResponse to Revdex.com on behalf of [redacted] Please be advised that the recent complaint from ** [redacted] has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation Our investigation revealed that ** [redacted] deposited the funds into an ATM and the transaction did post to her accountThe ATM that she used required that the deposit be placed in an envelopeAll ATM deposits follow the Regulation CC policy with $available immediately and the rest of the funds are placed on hold for verificationThe following is in our Agreements & Disclosures that covers the Funds Availability PolicyThis disclosure is provided to every member upon account opening: DEPOSITS AT AT**The first $of deposits made each business day will be made available for immediate withdrawalThe remainder of any such deposit(s) subject to delayed availability will become available for withdrawal on the 2nd business day after the day of Your deposit DETERMINING THE AVAILABILITY OF A DEPOSITThe length of the delay is counted in business days from the day of Your depositEvery day is a business day except Saturdays, Sundays, and federal holidaysIf You make a deposit before closing on a business day that We are open, We will consider that day to be the day of Your depositHowever, if You make a deposit after closing or on a day We are not open, We will consider that the deposit was made on the next business day We are open It is the responsibility of the member to ensure that funds are available in their account to cover scheduled transactionsSince the deposit was made on a non-business day (Sunday, February 9, 2014) and the funds were not verified when the scheduled transactions presented to ***’s account, we will not be refunding the fees at this time Sincerely, [redacted] Internal Audit Manager

[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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

September 22, eResponse to Revdex.com on behalf of [redacted] Please be advised that the recent complaint from [redacted] has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation First and foremost, we would like to apologize for any inconvenience this situation may have caused [redacted] As requested, the premium covering the period of November 1, through November 1, has been paidThe amount of this policy was initially taken from her escrow account, but subsequently credited backShould [redacted] wish to initiate an insurance claim for damage to her property, she will need to contact Assurant Specialty Properties at ###-###-#### Should [redacted] have any further questions with regard to this matter, please have her contact Kristin C [redacted] at ###-###-#### Sincerely, Carla W [redacted] Internal Audit Manager

April 30, eResponse to Case ID # [redacted] Ms [redacted] Please be advised that the recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation Our investigation revealed that Ms [redacted] filed for disability on 11/30/and made a loan payment on 11/28/which satisfied December’s payment and the first day payment period [redacted] made payments on this loan for January on 02/02/and for February on 03/25/causing two reportable delinquencies A claim of benefit statement was sent to Ms [redacted] stating that the claim was being terminated as of 2/26/because she was no longer totally disabled as defined by the policy The Supervisory Committee requested that the trade line that is being reported as delinquent be reversedOur collections manager is in the process of contacting Ms [redacted] in reference to possibly determining a solution for her situationIf Ms [redacted] has any questions, please have her contact our Collection’s Manager, Joan S [redacted] at ###-###-####

Complaint: [redacted] I am rejecting this response because: I believe customers should be warnedI was in a car accident in which I became paralyzed so I honestly wasn't aware that it would be cut off if I didn't "withdrawal from a ATM"I don't accept this at all Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This response from PFCU illustrates exactly why I filed this complaint in the first place I attempted to resolve this matter several times over the phone and they refused to work with me to resolve this When I responded viaemail, I receive no response at all from the bank This is the first time that someone in management has even bothered to acknowledge my email.The main issue that I have is that they made a mistake by not closing my account when I was told at the branch that this was done Conveniently, they now have "no record of this" What led me to close my account in the first place is the fact that although they claim to be a credit union, their policies are very much those of a large bank with numerous fees, etccharged for banking I got frustrated with this, moved my funds to another bank with less fees and closed this account because of that.It seems very odd to me that PFCU even admits in this response that they allowed multiple identical charges to be drafted on this account over a one month period some even within days of one another Along with this they of course also charged a $fee for each instance of this "courtesy" No other bank does this, ESPECIALLY ON AN OVERDRAFTED CLOSED ACCOUNT This seems clearly to only reinforce my impression of them that their policies are directly framed in such a way to increase the fees that they can charge their customers.I stated numerous times on the phone that I would be willing to pay the initial charge that they allowed to go through but am not willing to pay the other numerous repeat charges and the absorbent fees that they also charged for this "member privilege" These fees do not represent a charged off "loss" to the bank.I am still willing to work with the bank if they are willing to offer a reasonable compromise and assurance of my removal of their reporting to Chex Systems.Regards, [redacted] ***

Good afternoon, Our collections manager, Joan S [redacted] , called [redacted] and left a message stating that we need to go over some information with her in order for our investigation to continueTo date we have not heard back from herPlease have [redacted] contact Joan S [redacted] at ###-###-#### at her earliest convenience Thank you, Carla W [redacted] , Internal Audit Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:i attempted to call Kristin C*** who no longer work for the company.Someone told me that they will l*** into my situation and call me back and I did not get a call back
Regards,
Sandra Casimir

December 29,
eResponse to Case ID #***
*** ***Please be advised that the recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.We are very sorry to hear of the disappointment with the service regarding the notifications on your account with the Philadelphia Federal Credit Union. On behalf of the Philadelphia Federal Credit Union, I would like to apologize for any frustration this may have caused him
In response to *** ***'s complaint we are unaware of the relocation to Missouri; the current address on file in our system is in Philadelphia. Our records indicate that three letters regarding the overdrawn amount were mailed to our member at the address on our system between 10/22/and 11/21/14.
The Philadelphia Federal Credit Union will be looking into the matter of a potential failed notification to *** *** via text message and/or email
Based on a review of the account, *** *** did clear up the negative amounts on his account in both instances. As a courtesy we are going to refund him in the amount of $65.00. Once we have the most up to date address information on file in our system and the member wishes to receive a check, it can be mailed to him upon request
Sincerely,
Carla W***
Internal Audit Manager