Pinnacle Federal Credit Union Bank

Pinnacle Federal Credit Union received the lien release request from Mr*** via telephone on August 2ndOur associate promptly emailed a copy of the lien release and letter to himBoth items were also sent via the postal service to the address of recordUnfortunately, the letter and release were returned to us as “Not Deliverable As Addressed”; and the digital copy was insufficient for his purposesAs a matter of process, returned mail necessitates a notation to member profile and account recordsIt is also a part of said process to have our associate reach out to the member; to request updated address informationBecause the associate failed to reach out to MrWatts; the credit union was unaware that his request had not been completed to his satisfactionThis did not come to our attention until Mr [redacted] contacted us again on August 17thAt that point we apologized for the delay, and requested that he complete the appropriate Change of Address formOnce the document was received; we immediately sent both the lien release and letter to the new address of recordAfter conducting our internal investigation; the team members involved were counseled appropriately, and the entire team received refresher training around our returned mail and communications proceduresPinnacle Federal Credit Union strives to provide world class experiences to each member every timeThis is not indicative of our standardsWe apologize to Mr [redacted] for the inconvenience this may have caused, and we are committed to preventing such incidents going forward

Pinnacle Federal Credit Union received the lien release request from Mr. [redacted] via telephone on August 2nd. Our associate promptly emailed a copy of the lien release and letter to him. Both items were also sent via the postal service to the address of record. Unfortunately, the letter and...

release were returned to us as “Not Deliverable As Addressed”; and the digital copy was insufficient for his purposes. As a matter of process, returned mail necessitates a notation to member profile and account records. It is also a part of said process to have our associate reach out to the member; to request updated address information. Because the associate failed to reach out to Mr. Watts; the credit union was unaware that his request had not been completed to his satisfaction. This did not come to our attention until Mr. [redacted] contacted us again on August 17th. At that point we apologized for the delay, and requested that he complete the appropriate Change of Address form. Once the document was received; we immediately sent both the lien release and letter to the new address of record. After conducting our internal investigation; the team members involved were counseled appropriately, and the entire team received refresher training around our returned mail and communications procedures. Pinnacle Federal Credit Union strives to provide world class experiences to each member every time. This is not indicative of our standards. We apologize to Mr. [redacted] for the inconvenience this may have caused, and we are committed to preventing such incidents going forward.