Qualstar Credit Union

[redacted] , Regarding your current loan status, we are glad to have the opportunity to clear up the situation and any misunderstanding regarding the insurance payments and credits you have receivedOur phone system does record incoming calls, and there were extensive notes on your account so we were able to create a timeline from our records: 8/26/(original contact noted in complaint) – You called and spoke to Sarah in Loan Servicing, asking when a refund was going to be deposited to the account as a result of providing us with proof of insurance; the amount you were previously charged for the insurance (Febto date) was credited to your loan balance since that is how the amount was originally chargedBecause it was included in your loan balance to begin with, we were not able to issue that as a cash refund; we understand you feel that wasn’t adequately disclosed and we apologize for the miscommunication 9/16/(2nd contact noted in complaint) – [redacted] contacted our Loan Servicing deptto dispute how the credit was applied; after further discussion with [redacted] , it was agreed QCU would credit the over $in additional payments and interest from the original dispute date in Feb2016; this went into the checking account on 9/16/16; you also received an additional $credit to your loan balance for insurance payments Janthrough Janonce we received your proof of insurance 10/7/(3rd contact noted in complaint) – we don’t have record of any call on this date With regard to your outstanding loans – we show the one small loan (the $you referred to) and another auto loan with a balance still owing (not paid in full as you indicated.) We are not clear what you mean by “itemized with no other loans tied to it” but we can provide a history of each loan if you would like to request a print out at a branch, or you can view all of your loan activity within Home Banking Because it still has a balance owed to us, you will continue to see the 2nd auto loan on your credit report until it has been paid in full – however, we did release the title for that vehicle on 9/23/per [redacted] request (on 9/16/16) when he told us it was being “towed to a junk yard.” [redacted] was scheduled to pick the document up from our Renton branch on the same day we released the titleOur releasing the title to [redacted] does not relieve you of the responsibility to repay the remaining loan balance To address your experience in the branch, we were not able to investigate the conversation you had with Adam since he is no longer employed at QualstarWe understand it is frustrating to receive an answer that doesn’t address your concern, and we will make sure that is addressed in our branch staff and management training We do appreciate your taking the time to share your concerns, and giving us the opportunity to provide additional explanationTo protect your account information, we can’t go into specific loan details here so if you would like more information regarding your outstanding loans at Qualstar, please contact our Vice President of Lending, Roshalle D [redacted] , at 1-800-848-

Complaint: ***I am rejecting this response because: QualstarCU continues to blame ***As per the conversation on 9/16/2016, it was NEVER agreed that the money would go back into the loanThe decision was made because the bank did not want to 'eat it'The only response my husband got is a shrug and 'this is the way it is'The Sarah person of Member solutions said that the computer doesn't go back that far to track payment historyNow it doesIt's convenient to blame someone who no longer works for QualstarCU, which is another scape goatThe title was mentioned, but this other paper with QualstarCU letterhead congratulating us on paying off our loan, received at the same time on the same day the title was given, was notThere is no contract, notification or signature in agreement to keep paying for a truck that is paid offInterest was released by QualstarCUThese business practices are ridiculous at bestA simple apology and you still owe us simply will not doThe gateway loan in question payments will not be used for payment on the Dodge RAM, as this business sees fit to use our money for other than where we think it is being appliedSo yes, I will need to see that the money owed is for gateway and not just a piece of paper from collections saying I owe $without an explanation or itemizedThis could be anythingFact is I don't trust this bank, so I will be consulting some legal advice to see of these practices are legalMy own research indicates that they are not.n
400.00.Sincerely,*** ***

Hi [redacted], We understand your concerns with this situation, and would like to continue this discussion offline in order to find a resolution. Our VP of Lending, Roshalle D[redacted], will be contacting you at the phone number we have on your account. If there is a better number to reach you during business hours, please contact our call center at 800-848-0018 and ask for Roshalle or provide your phone number and it will be forwarded to her. Kelli P.

[redacted],
Regarding your current loan status, we are glad to have the opportunity to clear up the situation and any misunderstanding regarding the insurance payments and credits you have received. Our phone system does record incoming calls, and there were extensive notes on your account so we were...

able to create a timeline from our records:
8/26/16 (original contact noted in complaint) – You called and spoke to Sarah in Loan Servicing, asking when a refund was going to be deposited to the account as a result of providing us with proof of insurance; the amount you were previously charged for the insurance (Feb. 2016 to date) was credited to your loan balance since that is how the amount was originally charged. Because it was included in your loan balance to begin with, we were not able to issue that as a cash refund; we understand you feel that wasn’t adequately disclosed and we apologize for the miscommunication.
9/16/16 (2nd contact noted in complaint) – [redacted] contacted our Loan Servicing dept. to dispute how the credit was applied; after further discussion with [redacted], it was agreed QCU would credit the over $300 in additional payments and interest from the original dispute date in Feb. 2016; this went into the checking account on 9/16/16; you also received an additional $848 credit to your loan balance for insurance payments Jan. 2015 through Jan. 2016 once we received your proof of insurance.
10/7/16 (3rd contact noted in complaint) – we don’t have record of any call on this date.
With regard to your outstanding loans – we show the one small loan (the $1000 you referred to) and another auto loan with a balance still owing (not paid in full as you indicated.) We are not clear what you mean by “itemized with no other loans tied to it” but we can provide a history of each loan if you would like to request a print out at a branch, or you can view all of your loan activity within Home Banking.
Because it still has a balance owed to us, you will continue to see the 2nd auto loan on your credit report until it has been paid in full – however, we did release the title for that vehicle on 9/23/16 per [redacted] request (on 9/16/16) when he told us it was being “towed to a junk yard.” [redacted] was scheduled to pick the document up from our Renton branch on the same day we released the title. Our releasing the title to [redacted] does not relieve you of the responsibility to repay the remaining loan balance.
To address your experience in the branch, we were not able to investigate the conversation you had with Adam since he is no longer employed at Qualstar. We understand it is frustrating to receive an answer that doesn’t address your concern, and we will make sure that is addressed in our branch staff and management training.
We do appreciate your taking the time to share your concerns, and giving us the opportunity to provide additional explanation. To protect your account information, we can’t go into specific loan details here so if you would like more information regarding your outstanding loans at Qualstar, please contact our Vice President of Lending, Roshalle D[redacted], at 1-800-848-0018.