Police & Fire Federal Credit Union

[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 as Answered] ? Complaint: [redacted] I am rejecting this response because:They refuse to mail payment couponsThe reason it is not up to date is? that they refuse to mail payment couponsThat is the whole issueThey took twenty six payments a year from my pay and they should provide twenty six payment coupons per year.? They still have not answered the other questionOn the other loan as the balance goes down does the payment go down? They still haven't answered that!! Regards, [redacted]

[redacted] needs to verify with ***s the ACH information that was provided and that shows we received separate charges from them for $ As provided before, we have separate trace numbers for the separate charges that we received from them Therefore, if ***s sent the charges in error, then they should refund her the fees incurred due to their mistake

? April 16, 20l8Revdex.com ?" Metro Washington DC and Eastern PANorth Front Street ‘Harrisburg, PA 17102Dear Sir/Madam:? [redacted] acknowledges a processing error involving balance transfers that resulted in payment errors on requests initiated by [redacted] on March 8, In the time since Ms [redacted] ?ledher Revdex.com Statement, I have personally been in touch with her working towards a resolution.Ms [redacted] was issued multiple letters of apology on April 4, for each individual creditor that was affected by this processing errorThese letters were faxed to her, and the originals were sentto her via USPS.I have also confirmed with our Senior Vice President of Consumer Lending that the credit bureaus have been contacted regarding this issue for both Ms [redacted] and M [redacted] Sincerely,Danrelle DeC [redacted] .Call Center Operations Supervisor [redacted] ?

September 14, 2017Dear Sir/Madam:We received and researched [redacted] 's complaintOur responses to each point are outlined below:Notification not provided [redacted] filed debit card disputes over the course of her first year of membershipWhen working the latest dispute, the representative informed [redacted] that we may have to restrict her card at the end of the investigationThe fraud representative called [redacted] at the end of the investigation and left a message since there was no answerThe representative also sent [redacted] a letter informing her that we would be closing the card and she should make other arrangements for debit card services [redacted] never responded to the calls or letter.Debit card continued working after August until SeptemberBased on the above [redacted] 's card was to be closed on August 1st; however, due to an oversight it was notTherefore, when [redacted] experienced other issues and contacted us, we realized the oversight at that time and informed her again at that point that her card would be closedThis is why the card worked even though our notes indicated the card should have been closed earlier.Debit card closed too early [redacted] is correct that we did inform her that we would provide her a week to handle her affairs before closing the cardHowever, due to a miscommunication we failed to reopen the card for herWe apologize for this oversightWe thought he had reopened her card for the week but did not, When she informed us of this, we reopened her card for a week as promised.Last name not providedWe do not require staff members to provide their last name due to safety and security concerns that the staff have expressed to usIf staff do not feel comfortable providing their last name, they are not required to do soIn lieu of their last name, staff are permitted to provide their PFFCU User IDs or telephone extensionsWe need to balance member service with staff safetyWe honored our staff's request to not provide their last names since providing this information is not necessary in order to provide members with superior service [redacted] was provided a refund for all disputed amounts as part of the investigationsTherefore, there are no other amounts to refundWe are sorry for the miscommunicationsWe are always open to work with our membersWe cannot restore card privileges, and as [redacted] Wrote in her complaint she is aware of those reasons.Sincerely,Danielle DCall Center Operations Supervisor

[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 as Answered] Complaint: [redacted] I am rejecting this response because: I do not agree with all statement issued by PFFCU and I believe their statement supports my claim that I was provided inadequate opportunity to respond to communications A misstatement occurs in the first paragraphPFFCU states that I asked them to call me on my home phoneI do not use my home phone and therefore asked that they contact in my cellThis may be a minor detail but it supports a lack of attention in how they have communicated with me about this issue Their support of my claim that PFFCU failed to effectively communicate with me is shown in that they acknowledge their agent did not offer an alternate method of verifying my identityI requested an alternate way to verify my identityThis fact was omitted in their statementFurther, I have received sales communications from PFFCU and believe that I am right to question the intention of their communications and deserve a direct responseI feel that the curtesy of ensuring my account was in good order was not extended to me in an earnest way I also disagree with the statement that I was "afforded numerous opportunities to respond to our communications." While PFFCU may have reached out to me in various ways, they failed to actually make communication with meTheir efforts were surficial and appear to have been made to cover their protocols rather to provide a service to me, their clientI am very interested in keeping my account up to date and made a correction as soon as was made aware of the issueI believe the delay in responding was due to the lack in PFFCU's efforts to keep me informed rather than my lack of responseI therefore continue to seek reimbursement for the costs of stopping the repossession service Regards, [redacted]

January 25, 2018Dear Sir/Madam:An extensive audit and review was performed on [redacted] ’s account to research, follow up on, and? address the concerns outlined in [redacted] ’s dispute related to his loan paymentsWhile we were unable to? validate any of his stated attempts to contact PFFCU directly (ie: in-person and/or via phone), it has been? discovered that [redacted] has recently been handwriting this request below the dollar amount field on the? checks he has been sending by mail to PFFCU make his monthly paymentsWe apologize to [redacted] for? failing to notice these notes; however, it must be stated that this method of requesting payment booklets is? inefficient, as these notes were not on a memo line, and in addition, check processing is done mainly bycomputers and not directly handled by staff, and as a result, may have gone unnoticed.Per an account audit, were unable to locate any attempt by [redacted] to reach us by telephone in the? timeframe provided in his disputeIn addition to this, it appears that [redacted] did not update his mailing? address with us on the account holding his loan(s) until July 25, It is the responsibility of the member? to update PFFCU of any changes and/or updates to personal contact information (such as address changes)? so that we may ensure timely and accurate delivery of monthly statements and other documents -- up to and? including coupon payment booklets.We have reviewed [redacted] ’s request with members of the management team in our Consumer? Lending departmentThey have confirmed that coupon payment booklets would be not be able to be produced? for [redacted] ’s loans for the following reasons:•? One of the loan types is ineligible for coupon payment method because it is a credit line that does? not have a maturity date (Personal Line of Credit).• We will not provide coupon payments for bi-weekly frequency; documentation must be submitted? to modify the loan to be paid on a monthly basis in order to be provided coupon payments.•? The loans are not paid up-to-date[redacted] is encouraged to contact PFFCU by phone at ###-###-#### or ###-###-#### to discuss? his loan history and any requested changes to his loans.Sincerely,Danielle D.Call Center Operations Supervisor

[redacted] needs to verify with ***s the ACH information that was provided and that shows we received? separate charges from them for $110.? As? provided before, we have separate trace numbers? for the separate charges that we received from them Therefore, if ***s sent the charges in error, then they should refund her the fees incurred due to their mistake

February 6, 2018Dear Sir/Madam:An extensive audit and review was performed on [redacted] ’s account to research, follow up on, and address the concerns outlined in [redacted] ’s dispute related to his loan paymentsWhile we were unable to validate any of his stated attempts to contact PFFCU directly (ie: in-person and/or via phone), it has been discovered that [redacted] has recently been handwriting this request below the dollar amount field on the checks he has been sending by mail to PFFCU make his monthly paymentsWe apologize to [redacted] for failing to notice these notes; however, it must be stated that this method of requesting payment booklets is inefficient, as these notes were not on a memo line, and in addition, check processing is done mainly bycomputers and not directly handled by staff, and as a result, may have gone unnoticed.Per an account audit, were unable to locate any attempt by [redacted] to reach us by telephone in the timeframe provided in his disputeIn addition to this, it appears that [redacted] did not update his mailing address with us on the account holding his loan(s) until July 25, It is the responsibility of the member to update PFFCU of any changes and/or updates to personal contact information (such as address changes) so that we may ensure timely and accurate delivery of monthly statements and other documents -- up to and including coupon payment booklets.We have reviewed [redacted] ’s request with members of the management team in our Consumer Lending departmentThey have confirmed that coupon payment booklets would be not be able to be produced for [redacted] ’s loans for the following reasons:• One of the loan types is ineligible for coupon payment method because it is a credit line that does not have a maturity date (Personal Line of Credit).• We will not provide coupon payments for bi-weekly frequency; documentation must be submitted to modify the loan to be paid on a monthly basis in order to be provided coupon payments.• The loans are not paid up-to-date[redacted] is encouraged to contact PFFCU by phone at ###-###-#### or ###-###-#### to discuss his loan history and any requested changes to his loans.Sincerely,Danielle D.Call Center Operations Supervisor

[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: I will now be closing all of my accounts and taking my direct deposit elsewhere Regards, [redacted]

Our Operations department researched this matter on July 14th and determined that the ATM showed error messages but was not off by the $amount However, they refunded the full $amount to the member

[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 as Answered]
Complaint: ***
I am rejecting this response because:
I do not agree with all statement issued by PFFCU and I believe their statement supports my claim that I was provided inadequate opportunity to respond to communications
A misstatement occurs in the first paragraphPFFCU states that I asked them to call me on my home phone I do not use my home phone and therefore asked that they contact in my cellThis may be a minor detail but it supports a lack of attention in how they have communicated with me about this issue
Their support of my claim that PFFCU failed to effectively communicate with me is shown in that they acknowledge their agent did not offer an alternate method of verifying my identity I requested an alternate way to verify my identity This fact was omitted in their statementFurther, I have received sales communications from PFFCU and believe that I am right to question the intention of their communications and deserve a direct response I feel that the curtesy of ensuring my account was in good order was not extended to me in an earnest way
I also disagree with the statement that I was "afforded numerous opportunities to respond to our communications." While PFFCU may have reached out to me in various ways, they failed to actually make communication with meTheir efforts were surficial and appear to have been made to cover their protocols rather to provide a service to me, their clientI am very interested in keeping my account up to date and made a correction as soon as was made aware of the issue I believe the delay in responding was due to the lack in PFFCU's efforts to keep me informed rather than my lack of response I therefore continue to seek reimbursement for the costs of stopping the repossession service
Regards,
*** ***

In viewing the account, it appears that the account was restricted after a large number of invalid access attempts. This is a standard security measure that's done to protect the account. The member was notified to contact our Call Center who should be able to help her reset her account
access

February 8, 2018Dear Sir/Madam:*** *** received an auto loan with Police and Fire Federal Credit Union on 2/8/As indicated in her dispute, she purchased auto insurance from *** from February through June She did not provide PFFCU with new proof of auto insurance coverage once
her insurance with *** expired on 6/18/17, It is a requirement that all automobiles maintain full insurance coverage during the entirety of their financing with PFFCUSubsequently, Collateral Protection Insurance was placed on her auto loan on 9/21/at a cost of $2,on 9/21/Proof of anew auto insurance policy was received by PFFCU on 11/7/2017, and at this time, a partial refund of $ 1,was applied back to her loan.Letters requesting updated Auto Insurance information and explaining Collateral Protection Insurance were mailed to *** *** on the following dates:• July 11, 2017• August 1, 2017• August 29, 2017If *** *** can provide proof of auto insurance coverage for the period of 6/18/2017-11/7/2017, a refund of $can be applied back to her loanThe proof of auto insurance covering the period from 6/18/2017-11/7/can be faxed by *** *** or her insurance agent to ###-###-####.Sincerely,Danielle D.Call Center Operations Supervisor

Per review of *** ***'s account history, ***’s attempted to debit $on 2/4, 2/8, and 2/10. Since the account had insufficient funds for the three attempts, three NSF charges were incurred. *** *** filed disputes requesting refunds of the
NSF charges on 2/(for fee), 2/(for fees), and 2/(for fees). Each of these requests were denied because the charges had not been assessed in error and because she had been previously refunded fees ($38) as a courtesy (the fees were not charged in error) on 1/6/for payments made to *** and *** *** that were also returned NSF. We have no record of receiving any documents from ***’s. If ***'s received payment on 2/but still submitted charges on 2/and 2/erroneously, then *** *** may have a claim against ***'s for the charges she incurred

September 14, 2017Dear Sir/Madam:We received and researched *** ***'s complaintOur responses to each point are outlined below:Notification not provided*** *** filed debit card disputes over the course of her first year of membershipWhen working the latest dispute, the representative
informed *** *** that we may have to restrict her card at the end of the investigationThe fraud representative called *** *** at the end of the investigation and left a message since there was no answerThe representative also sent *** *** a letter informing her that we would be closing the card and she should make other arrangements for debit card services*** *** never responded to the calls or letter.Debit card continued working after August until SeptemberBased on the above*** ***'s card was to be closed on August 1st; however, due to an oversight it was notTherefore, when *** *** experienced other issues and contacted us, we realized the oversight at that time and informed her again at that point that her card would be closedThis is why the card worked even though our notes indicated the card should have been closed earlier.Debit card closed too early*** *** is correct that we did inform her that we would provide her a week to handle her affairs before closing the cardHowever, due to a miscommunication we failed to reopen the card for herWe apologize for this oversightWe thought he had reopened her card for the week but did not, When she informed us of this, we reopened her card for a week as promised.Last name not providedWe do not require staff members to provide their last name due to safety and security concerns that the staff have expressed to usIf staff do not feel comfortable providing their last name, they are not required to do soIn lieu of their last name, staff are permitted to provide their PFFCU User IDs or telephone extensionsWe need to balance member service with staff safetyWe honored our staff's request to not provide their last names since providing this information is not necessary in order to provide members with superior service *** *** was provided a refund for all disputed amounts as part of the investigationsTherefore, there are no other amounts to refundWe are sorry for the miscommunicationsWe are always open to work with our membersWe cannot restore card privileges, and as *** *** Wrote in her complaint she is aware of those reasons.Sincerely,Danielle DCall Center Operations Supervisor

Hello. We investigated the matter and determined that no error or inappropriate transactions were made by PFFCU.*** ***s mother is listed as the Primary account owner on the account in question (*** *** is listed as the Joint Owner on this account).*** *** stated that
another account of her mother's was overdrawn.Therefore, funds were transferred from the one account of the mother to the other account of the mother's to cover the overdrawn balance.This is explained in the account disclosures and there is nothing inappropriate about an account owner having to cover their negative balances.We will be reaching out to *** *** to explain that if she wants funds to be used only by her then she would need an account in her own name without other owners listed

[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 as Answered]
Complaint: ***
I am rejecting this response because:They refuse to mail payment couponsThe reason it is not up to date is that they refuse to mail payment couponsThat is the whole issueThey took twenty six payments a year from my pay and they should provide twenty six payment coupons per year. They still have not answered the other questionOn the other loan as the balance goes down does the payment go down? They still haven't answered that!!
Regards,
*** ***

The NSF Fees were charged because items were presented when
there were insufficient funds in the account to clear the items. The transaction history is show below, which
confirms the accuracy of the NSF Fees.
Date
Transaction Description
Transaction Amount
Resulting Balance
Comments
4-22-
NSF Fee
-
-
Check *** for $bounced
4-22-
NSF Fee
-
-
Check *** for $bounced
4-28-
Clrd Draft
-
Check *** for $cleared
4-28-
Clrd Draft
-
Check *** for $cleared
4-29-
NSF Fee
-
Company presented $35 check (presumably fee for initially bouncing check ***)
4-29-
NSF Fee
-
-
Company presented $check (presumably fee for initially bouncing check ***)
5-06-
NSF Fee
-
Company presented $check (presumably fee for initially bouncing check ***)
5-06-
NSF Fee
-
-
Company presented $35 check (presumably fee for inititially bouncing check ***)
Apparently, two checks were written (Checks *** and ***) that
bounced, then subsequently cleared.
However, the payee has attempted multiple times to charge the member a
$fee for each check, presumably because the initial payment bounced. This would be a matter between the member
and the payee who keeps attempting to charge the member these $fees
We
can provide *** *** with copies of the company’s $items that were
presented which he can take back to that company as proof that they were trying
to collect these fees from his account

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

September 28, 2017Dear Sir/Madam:Collection efforts began on *** ***'s account on August 20, From this date until September 18, 2017, calls, letters and emails completed in an attempt to reach our memberOn September 8, 2017, a call was placed to his employment, we attempted to confirm his
identity using the last of his social, *** *** refused and asked why we were calling, The representative explained that he could call us back, if he liked*** *** said he would not give us a call back and to call his home number if there's a problem.Another call was placed to *** *** on September 18, 2017, protocol was followed to confirm his identityHe refused to provide the last four of his social security and he was transferred to ManagementManagement confirmed the account using other identifiers so the conversation could continueDuring the conversation on September 18, *** *** acknowledged that he assumed our previous efforts were all marketing attempts and ignored themHe expressed his concerns regarding the handling of the accountIt was explained that he was afforded numerous opportunities to respond to our communication and failed to do so.Police and Fire Federal Credit Union understands *** *** feels the repossession fee is not justified.Due to the delinquency and no communication, the account was assigned for repo hence incurring a fee*** *** rectified the account without incident and paid the standard repossession cancellation fee in order to stop the repo.Sincerely,Danielle DCall Center Operations Supervisor