Phoenix Boiler Company

Member was responded by mail on May We consider this matter resolved at this time

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that when we get our refund, this resolution is satisfactory to meSincerely, [redacted] ***

Our management team has reached out to the member via phone and email and are awaiting a response to discuss/resolve her complaint

We have responded to the member and are working with the member At this time, we consider this matter closed

Member was contacted via phone, complaint is resolved

Member was responded to via mail today, 2/24/

An executive has been in contact with the member by phone The matter has been resolved to the member's satisfaction

Never received a response please remove this account from [redacted] Complaint: [redacted] I am rejecting this response because:

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

Complaint: [redacted] I am rejecting this response because: I was specific in how I wished this complaint to be resolved and how I wish to be contacted here by email.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This case has been ongoing since February 18, 2016. We have a large amount of correspondence - letters to and from AK USA, Attorney General, and the NCUA (which is the FDIC for credit unions). Instead of copying each letter, I will recap. Please see the original complaint. The NCUA addressed one regulation for the wire transfer. This was only one of our issues with this credit union. * AK USA CEO - Bill E [redacted] , AK USA COO - Brian W***, and the Fraud Department were very aloof with our $80,000. * Tellers and branch supervisors should be looking over members history and ask questions on large withdrawals and wire transfers (Especially International). The employees who are handling members dollars and accounts should have training and be up to date on current scams. * Fraudulent banks / swift codes should be red flagged. i.e. - google fraudulent banks in Mexico - Banamex covers both pages and is the only bank listed. * The timeline for communication to stop our fraudulent transfer: We notified AK USA, 2/21/16 at 8:30am, they sent the message to Wells Fargo, who was the interim bank (NEVER THE ENDING BANK OF BANAMEX!) the next day. The dollar amount for the stop wire transfer was a huge error - $80 Million dollars - it was suppose to be $80 Thousand dollars. Wells Fargo’s response, “matter is received our attention, will respond in due course”. AK USA followed up four days later - “Follow up” Wells Fargo did not respond till 2/29/16. Same response as above. 3/2/16 - 3rd request sent to Wells Fargo Wells Fargo’s response - 3/3/16 - “unable to refund - funds are gone”. As you can see from the dates and responses - no urgency with lots of errors. Wells Fargo tells me that it takes 3-5 days for a wire transfer to Mexico. They answer we recv’d from AK USA was that the funds were received on the same day we wired the funds, and they money started withdrawing then. Many different withdrawals. Why was Banamex never notified, why did the bank/credit union not use the phone. * Each and every bank that my family has spoke with asked why their was not a red flag or questions asked. Our money has been moved to another bank. * Has the scam happened to an AK USA member previous to ours? * One last question, If AK USA were to be robbed on a Sunday, would be there be an escalation plan, or would they wait till Monday for the appropriate department to open? Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This business is not responding with a resolution as to removing the inquiry I did not authorize on my credit report as requested.Sincerely, [redacted]

Complaint: ***
We do NOT accept AK USA response. The reason our complaint is repeating, is because the credit union has not answered any of our questions. Sincerely,*** ***

Response mailed to member September 8,

March , 2016Mr*** *** *** *** *** *** ** ***Dear Mr***:Re: Case #***Kent B***, Chairman of Alaska USA's Supervisory Committee, has asked me to respond to yourcorrespondence, a copy of which was forwarded to us by the National Credit Union Administration
onMarch 2, Your correspondence was also sent to the Alaska Attorney General's Office (ComplaintNo***) and to Alaska USA's President, William *E***In your letter, you expressedconcern regarding the handling of your recent bank wire dispute
I have carefully reviewed our records and determined the following:• On Wednesday, February 17, you and your wife, Mrs*** ***, visited Alaska USA's Wasillabranch to inquire about the cut-off time for foreign bank wiresDuring that visit, neither you noryour wife gave any indication to the employee assisting you that you were acting under duress.• On the morning of Thursday, February 18, you and Mrs*** returned to the Wasilla branch tosubmit a bank wire requestDuring that visit, the employee assisting you observed that yourdemeanor was calm and friendlyAs the wire request was being prepared, your wife suggested thatyou call to verify that you were using the correct International Bank Account Number (IBAN)Theemployee does not recall the name that was mentioned, but was observing the conduct of you andyour wife for signs of financial exploitationThe employee further asked the purpose of the wire, soshe might gauge your response, due to the amount of the wireYou responded that you werepurchasing an auto dealershipYour response, coupled with your calm demeanor and the verificationof the IBAN led the employee to believe you were acting of your own free will
• On Sunday, February 21, you contacted Alaska USA's Member Service Center to report that you hadin fact received calls from someone purporting to be your grandson and requesting you wire $80,000as bond for his release from a jail in MexicoYou inquired whether the wire could be stoppedTheemployee advised you that your concerns would be reported to Alaska USA's Fraud Resolutiondepartment when that department opened on MondayThe Federal Reserve Bank's wire transfersystem only operates Monday through Friday, and thus no action could have been taken until Mondaymorning
• On Monday, February 22, when the Fraud Resolution department opened at 8:a.m., your fraudclaim was processed and a "service message" was sent to Banamex to alert the financial institutionthat the $80,wire was fraudulentA service message is the standard communication tool withinthe Federal Reserve Banking System and is the protocol for requesting a recall on a bank wireBankwires cannot be retrieved by calling the receiving financial institution
Throughout the day, several of your family members contacted Alaska USA via telephone and byvisiting a branchWhile it is very understandable that your family was concerned, I believe havingdifferent individuals involved in your dispute led to several misunderstandings
• On Thursday, February 25, I contacted you by telephone to discuss your caseYour wife *** waswith you and could be overheardDuring that call, you recounted how you and Mrs***determined that if you told Alaska USA what was actually occurring "it might raise red flags" so youdecided "let's come up with a story." You then explained that "we came up with the story that wewere starting a car dealership" so that you "could make it seem legal." You intentionally worked todeceive the employees at the credit union, so as not to raise any red flags.Your letter requested clarification on several points:• Regarding financial privacy, the Gramm-Leach-Bliley Act of (which you referred to as theFederal Privacy Policy Act) does in fact prohibit the sharing of confidential information betweenfinancial institutionsHowever, in cases of possible illegal activity, the USA PATRIOT Act Section314(b) permits financial institutions to designate a single employee who may share information withother 314(b) designeesAlthough Alaska USA attempted to exercise the rights granted under 314(b),the safe harbor does not apply to financial institutions outside the United States.• Regarding banks communicating electronically, as mentioned above the protocol for requesting arecall on a bank wire is to transmit a service message through the Federal Reserve Banking System.Again, bank wires cannot be retrieved by calling the receiving financial institution.• Regarding the legitimacy of SWIFT, the Society for Worldwide Interbank FinancialTelecommunication, SWIFT provides a network that enables fmancial institutions worldwide to sendand receive fmancial transactions in a secure, standardized and reliable environmentSWIFT hasbecome the industry standard platform and is used by a majority of financial institutions to sendinternational wires.• Regarding the Google search results you included for "fraudulent banks in Mexico," while the newsarticles that displayed do present instances in which Citigroup or Banamex had fraud occur at theirinstitutions, they do not suggest that they are fraudulent financial institutions.As you are aware, Alaska USA is continuing to collaborate with the Federal Bureau of Investigation(FBI) in the hopes that funds can be recoveredIf the FBI is unable to retrieve funds, Alaska USAaccepts no liability for your lossThe credit union fully complies with Alaska's Elder Abuse laws (AS47.24) and provides comprehensive training to employeesFrom our review of the details of thissituation, we believe the employee preparing your wire request acted responsibly per their training.If you have further questions or concerns, I can be reached at (907) 222-8940, Monday through Fridayfrom 9:00a.mto 5:30p.m., Alaska Standard Time
Sincerely,Brian *W***Chief Operations Officer

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that when we get our refund, this resolution is satisfactory to meSincerely, *** ***

Mr*** has been contacted via phone and the matter has been resolved to his satisfaction

Response to be mailed to member on today, July 2,

A Paid in Full letter and an Affidavit in Lieu of Title were mailed to the member on 9/23/

A response was mailed to the member this afternoon. All of the member's concerns have been addressed and we consider this matter resolved. Thank you