Public Service Credit Union

Public Service Credit Union (PSCU) has been in contact with Ms*** and explained its reasoning for suspending debit card services on her accountBased on the circumstances, PSCU believes that this was the appropriate risk-based decisionIn addition, PSCU addressed the concerns that Ms
*** had with a branch employee identified in her complaint; the employee’s manager has been contacted and the matter has been reviewed internally

When a member applies for a real estate loan, an appraisal is orderedThe appraisal allows the credit union to determine if we can proceed with the loan requestThe appraisal gives us an unbiased professional opinion as to the property’s value. There are times when an appraisal cannot be
completed, and a visual inspection is completedFor the member’s appraisal, the appraiser was unable to determine at the time of visit that the home was considered real estateThe home is a manufactured home that is on a foundation. The credit union will lend against manufactured homes that are considered real estate, meaning there is a deed and the title was purged by the countyThe trip fee of $that was initially quoted to the member was incorrect. The actual cost incurred was $100.00. I have refunded the $trip feeWe apologize for any confusion and inconvenience

***, Public Service Credit Union added the insurance premium to your loan balance due to the proof of insurance not being providedIn October, we were able to verify the current insurance on the vehicleAt this time the insurance premium was fully refundedWe will be mailing you a
letter today explaining the details of your vehicle loan and a direct contact for further discussion Thank you, Public Service Credit Union

PSCU communicated with Mr*** and addressed his concerns regarding this matterMr*** indicated that he considered his complaint to be resolved

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution is adequateIt is disheartening that it took a complaint to resolve this matterLegal representation will be following up on the practices off PSCU to ensure they are not violating other consumers rights
Sincerely,
*** ***

[redacted], On November 21, 2015, an Agreement to Provide Insurance detailing the requirement for the vehicle to be continuously covered by physical damage insurance was signed by you as the buyer. By signing the document, you agreed that for any reason the physical damage insurance was not...

obtained or continuously maintained, authorization was given to Public Service Credit Union to add the premium and related finance charge for such insurance to your contract balance. A letter will be mailed today with additional information as well as a direct contact if you would like to discuss further. Thank you,Public Service Credit Union

PSCU is familiar with the regulations cited by [redacted]. Our legal team has reviewed the links she provided, and they do not require PSCU to assess overdraft fees based on the end-of-day balance. PSCU's position remains that the only way to practically administer the overdraft program for one-time debit and ATM transactions (for members who have opted into this service) is to assess the available balance at the actual time of the transaction.

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.  The response to my complaint was heard by a sufficiently high level person within the organization such that if other customers had a similar issue, it would be handled as a pattern instead of a one-off.
Sincerely,
[redacted]

PSCU reviewed the information submitted by Mr. [redacted] and posted a refund for the insurance premium to his account on January 12th. PSCU staff attempted to contact Mr. [redacted] by phone to discuss his concerns, but was unsuccessful in reaching him.

[redacted],Public Service Credit Union has carefully reviewed this
matter again. We understand you would like to modify your loan, but we are
unwilling to negotiate a modification based on the circumstances of this case.
We have taken appropriate steps to legally repossess the vehicle, and we sent a
right to cure letter on July 13, 2016. Unfortunately there is nothing else we
can do in this situation.

[redacted],   Public Service Credit Union added the insurance premium to your loan balance due to the proof of insurance not being provided. In June, we were able to verify the current insurance on the vehicle, but there was a lapse of coverage. At this time the insurance premium was partially...

refunded. We will be mailing you a letter today explaining the details of your vehicle loan and a direct contact for further discussion.   Thank you,   Public Service Credit Union

[redacted],   Public Service Credit Union added the insurance premium of $367.00 to your loan balance due to a separate lapse of insurance beginning 12/20/2015 and ending 01/22/2016. For the refund that occurred in October, we have credited your loan balance the interest accrual of $8.93. If you have any additional questions, please reference the letter mailed 10/24/16 for a direct contact.   Thank you,   Public Service Credit Union

Public Service Credit Union (PSCU) sincerely apologizes and has addressed this issue internally. PSCU deeply respects its members’ privacy. To reiterate this message, a member of PSCU’s management will be reaching out to Ms. [redacted] to ensure the issue has been corrected.

PSCU has reviewed [redacted] complaint, and disagrees with her claims. PSCU representatives were in contact with [redacted] on several occasions to discuss the status of her loan prior to the vehicle being repossessed. After the vehicle was repossessed, [redacted] contacted PSCU on May 24, 2017 and...

was quoted an amount to cure the delinquency on the loan and pay costs associated with the repossession. At that time, PSCU also indicated that storage fees would continue to accrue until the cure amount was paid and the vehicle retrieved. On June 1, [redacted] contacted PSCU again and PSCU quoted her an updated cure amount, including additional storage fees. PSCU also told [redacted] on June 1 that she would need to make arrangements to pick up the vehicle with the third party auction company where the vehicle was being held. [redacted] paid the cure amount on June 2, a day when the third party facility where the vehicle was being stored was closed. On the following Monday, [redacted] retrieved the vehicle, and PSCU agreed to waive the storage fees that had accrued over the weekend.

After reviewing Mr. [redacted]'s correspondence, PSCU representatives attempted to contact him and left voicemails on April 17, 2017 and April 20, 2017. Mr. [redacted] has not responded to PSCU's contact attempts.

Public Service Credit Union processes card transactions in the order in which they are received. The credit union does not prioritize transactions in an effort to maximize overdraft charges. Card authorizations come through and holds are placed on those funds which make them unavailable. If...

transactions continue to come through and enough funds are not available, overdraft charges may be assessed. The overdraft protection we provide is available to members who opt in to the service, and is not required. We would be happy to speak with Mr. [redacted] concerning the specifics of his account if he has any additional questions.

We reviewed Mr. [redacted] correspondence and have refunded the fees. A check has been sent to Mr. [redacted] address, and we have reached out to Mr. [redacted] to notify him of the decision.

Complaint: [redacted]
I am rejecting this response because: It is very vague and does not state any wrong doing on the part of PSCU which was and still is the case. The lady that called to help resolve this complaint failed to mention that she contacted my fiance minutes before calling me. She is the co-signer and that needs to be mentioned on a call with the primary owner. That in itself should be a separate complaint. Not only this but the rep at PSCU said they could not find my original call from the rep that gave me misinformation about my loan and payments. That same day I gave PSCU the exact time window from that day when I spoke with that individual. I was told the call can not be found which is highly convenient for PSCU. What a coincidence that they can find everything else except that. The rep also mentioned they would continue to look for the call when I gave her the time window again, this most recent response indicated the opposite as I did not receive a follow up about the whereabouts of that call nor was it mentioned in the reply. Therefore how could this possibly have been resolved over the phone? Its completely laughable how PSCU is conducting business. I let the rep know that if I get a response from them that admits wrongdoing on their part I am willing to accept the response and close this complaint. Each response so far has not indicated that and in my opinion all PSCU is doing is trying to CYA themselves and not be honest with customer or themselves as a company. This is completely and highly unacceptable.  
Sincerely,
[redacted]

A product manager was able to contact Mr. [redacted] via email, and he indicated that his issues have been resolved.

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.
Sincerely,
[redacted]