Quorum Federal Credit Union

Quorum response: 1215: We have verified that this balance transfer was not authorized by the cardholder and have taken the following steps to resolve the matter: Corrected the transaction on member’s card Refunded all interest and late fees Cleared delinquency and updated credit reporting Sent a note to collections to ensure calls are stopped immediately [redacted] was contacted on [redacted] to let her know the steps that have been taken to resolve the matter; card was closed upon her request

The business has responded Please see below: [redacted] contacted Quorum Federal Credit Union on and spoke with Quorum Member Service Representative, [redacted] *** [redacted] explained to [redacted] that she was having issues with Quorum’s online banking website [redacted] properly validated [redacted] at that time, according to Quorum policyOnce [redacted] ’s issues were resolved, [redacted] mentioned that husband was having the same issue on his accountShe reached out to him via a way callOnce [redacted] was able to be reached, [redacted] dropped off the call [redacted] then attempted to validate [redacted] , who was not able to provide his over the phone password (Quorum Federal Credit Union’s primary validation technique)As such, [redacted] proceeded to revert to secondary validation techniques (e.gsecondary pieces of information that would validate the member’s identity such as last digits of card number or year of membership) [redacted] was not able to provide correct answers, became frustrated and hung up on [redacted] ***Per review of the recorded call, it is Quorum’s opinion that the representative appropriately followed all appropriate policies to validate members prior to initiating any transactions or performing services on member accountsThese policies and procedures are designed to appropriately safeguard our members’ accounts and protect our members’ account informationIn addition, [redacted] ***, Quorum’s Member Services Representative, acted with courtesy and in a professional demeanor during the entire conversationAt no point in time did [redacted] accuse or insinuate that [redacted] was attempting to commit fraud

Quorum response: 11/*/15:
"">Member was contacted and
informed that the billing notice was incorrectThe interest was credited to
the member’s loan account to bring the balance to $0, the loan has been closed,
and a paid-in-full letter has been sentMembership was also closed per
member’s request on 11/*/

The dormancy policy is a standard Credit Union policy and was in place when the member opened her account in Information related to account inactivity is provided to our members at
account opening and is available to members on our website at *** in the Truth-in-Savings disclosureFees associated with account dormancy are also disclosed as part of our Fee Schedule, also available online at *** *** *** was provided with two dormancy notices during the life of the membership. The first Inactivity Notice was generated and mailed to *** *** on July 2, 2014, which she signed and returned to Quorum. As a result, her account was unrestricted and removed from dormancy.
Since there continued to be no member-initiated activity for the subsequent months, a second Inactivity Notice was generated on August **, 2015, which was returned to Quorum by the Post Office on September ***, 2015.
As stated in *** ***’s complaint, she had provided the Post Office with a forwarding address, however, to ensure security and privacy of information, it is the policy of the Credit Union not to send statements or account-sensitive data to a forwarding addressAt the time the Inactivity Notice was returned as undeliverable, a bad address postcard requesting member contact was mailed to the forwarding address*** *** has not responded to the contact request. Please note the bad address postcard has not been delivered back to the Credit Union.
Both dormancy and invalid address fees, which started to be assessed on September **, 2015, are disclosed on the quarterly statements, which were available to *** *** via our online banking platform
The membership was closed due to dormancy. To accommodate a refund, we can re-open the membership once a signed inactivity response form is received
The dormancy policy is a standard Credit Union policy and
was in place when the member opened her account in Information related to
account inactivity is provided to our members at account opening and is
available to members on our website at *** in the Truth-in-Savings
disclosureFees associated with account dormancy are also disclosed as part of
our Fee Schedule, also available online at ***
*** *** was provided with two dormancy notices during
the life of the membership. The first Inactivity Notice was generated and
mailed to *** *** on July *, 2014, which she signed and returned to
Quorum. As a result, her account was unrestricted and removed from
dormancy.
Since there continued to be no member-initiated activity for
the subsequent months, a second Inactivity Notice was generated on August
**, 2015, which was returned to Quorum by the Post Office on September ***,
2015.
As stated in *** ***’s complaint, she had provided the
Post Office with a forwarding address, however, to ensure security and privacy
of information, it is the policy of the Credit Union not to send statements or
account-sensitive data to a forwarding addressAt the time the Inactivity
Notice was returned as undeliverable, a bad address postcard requesting member
contact was mailed to the forwarding address*** *** has not responded to
the contact request. Please note the bad address postcard has not been
delivered back to the Credit Union.
Both dormancy and invalid address fees, which started to be
assessed on September **, 2015, are disclosed on the quarterly statements,
which were available to *** *** via our online banking platform
The membership was closed due to dormancy. To accommodate a refund,
we can re-open the membership once a signed inactivity response form is
received

What a terrible experienceon the recommendation of a work colleague I called to inquire about a mortgage refinance, only to have the rep try to 'sell' me a million other products for everything other than what I actually called about

Quorum response: 12/**/15:
We...

have verified that this balance transfer was not authorized by the cardholder and have taken the following steps to resolve the matter:
Corrected the transaction on member’s card
Refunded all interest and late fees
Cleared delinquency and updated credit reporting
Sent a note to collections to ensure calls are stopped immediately
 
[redacted] was contacted on [redacted] to let her know the steps that have been taken to resolve the matter; card was closed upon her request.

The business has responded.  Please see below:
[redacted] contacted Quorum Federal Credit Union on 5/**/15 and spoke with Quorum Member Service Representative, [redacted]....

[redacted] explained to [redacted] that she was having issues with Quorum’s online banking website. [redacted] properly validated [redacted] at that time, according to Quorum policy. Once [redacted]’s issues were resolved, [redacted] mentioned that husband was having the same issue on his account. She reached out to him via a 3 way call. Once [redacted] was able to be reached, [redacted] dropped off the call. [redacted] then attempted to validate [redacted], who was not able to provide his over the phone password (Quorum Federal Credit Union’s primary validation technique). As such, [redacted] proceeded to revert to secondary validation techniques (e.g. secondary pieces of information that would validate the member’s identity such as last 4 digits of card number or year of membership). [redacted] was not able to provide correct answers, became frustrated and hung up on [redacted]. Per review of the recorded call, it is Quorum’s opinion that the representative appropriately followed all appropriate policies to validate members prior to initiating any transactions or performing services on member accounts. These policies and procedures are designed to appropriately safeguard our members’ accounts and protect our members’ account information. In addition, [redacted], Quorum’s Member Services Representative, acted with courtesy and in a professional demeanor during the entire conversation. At no point in time did [redacted] accuse or insinuate that [redacted] was attempting to commit fraud.

Review: My husband and I contacted Quorum FCU regarding a new credit card issued by Quorum and we were having trouble setting up online service. Upon speaking with the customer service representative, [redacted], my husband was accused of trying to commit fraud because he did not have the credit card in front of me and gave the last four digits from memory. [redacted] blatantly said "Are you trying to commit fraud?" This statement is very unprofessional and offensive. We deal with other credit unions and financial institutions and have never been treated like this. I attempted to call back and speak with a [redacted] to express my displeasure of how we were treated and was unable to get through to anyone.Desired Settlement: We would like to have a written apology from both [redacted], the customer service representative, that made the offensive statement and upper management that supervises her and/or is an executive representative of the company. Further, I would like the 0% interest rate be extended for an additional 12 months on both my account and my husband's account.

Business

Response:

The business has responded. Please see below:[redacted] contacted Quorum Federal Credit Union on 5/**/15 and spoke with Quorum Member Service Representative, [redacted] explained to [redacted] that she was having issues with Quorum’s online banking website. [redacted] properly validated [redacted] at that time, according to Quorum policy. Once [redacted]’s issues were resolved, [redacted] mentioned that husband was having the same issue on his account. She reached out to him via a 3 way call. Once [redacted] was able to be reached, [redacted] dropped off the call. [redacted] then attempted to validate [redacted], who was not able to provide his over the phone password (Quorum Federal Credit Union’s primary validation technique). As such, [redacted] proceeded to revert to secondary validation techniques (e.g. secondary pieces of information that would validate the member’s identity such as last 4 digits of card number or year of membership). [redacted] was not able to provide correct answers, became frustrated and hung up on [redacted]. Per review of the recorded call, it is Quorum’s opinion that the representative appropriately followed all appropriate policies to validate members prior to initiating any transactions or performing services on member accounts. These policies and procedures are designed to appropriately safeguard our members’ accounts and protect our members’ account information. In addition, [redacted], Quorum’s Member Services Representative, acted with courtesy and in a professional demeanor during the entire conversation. At no point in time did [redacted] accuse or insinuate that [redacted] was attempting to commit fraud.

Review: I purchased hearing aids from a dealer and paid a $1000,00 down payment and Quorum was the financial facility that the hearing aid facility recommended. I made a monthly payment of $123.83 prior to the due date of the 1st payment. I received a late charge of $35.00 on the next payment and they refused to take it off and the Quorum Rep said they had not received the payment and I checked with the bank and it had not been processed. The check was lost somewhere although I mailed it in the addressed Quorum envelope, The check # was [redacted] and mailed on 9-**-15. I called to get the payoff balance of $2640.23 and got a certified check at the same bank and mailed it in a certified letter and received that the letter had been received by Quorum.

I called Quorum again to make sure it was paid in full and the Quorum rep "Chris" said their was [redacted] 00 balance remaining. I questioned it and he would get back to me when he found out why.

I called today(10-**-15) and another rep said there was a "zero balance"' but they had a computer issue and would get back to me showing a "zero balance" when the issue was fixed. I could not get a conformation number and I want something showing "paid in full to protect my credit.Desired Settlement: I would like a paid in full receipt or a conformation number and no further contact with this company.

Business

Response:

Quorum response: 11/*/15:

Member was contacted and

informed that the billing notice was incorrect. The interest was credited to

the member’s loan account to bring the balance to $0, the loan has been closed,

and a paid-in-full letter has been sent. Membership was also closed per

member’s request on 11/*/15.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Fraudulent charges were made on our card on September ** 2015, we called to report the issue, a new card was issued but the charges are still on the "new" card, and they keep trying to collect on it. we have made several attempts to contact their Fraud department which was supposed to send us a affidavit 3 months ago, when we call, we have to explain it all again as the person calling says there are no notes on the account. This has got to get fixed, this is hurting our credit since we are not paying on the fraudulent balance on the card.Desired Settlement: With the lack of customer service and follow ups we are looking to have the fraudulent charges removed, credit report fixed and close the accounts with this company as we do no longer want to deal with them.

Business

Response:

Quorum response: 12/**/15:We have verified that this balance transfer was not authorized by the cardholder and have taken the following steps to resolve the matter:Corrected the transaction on member’s cardRefunded all interest and late fees Cleared delinquency and updated credit reporting Sent a note to collections to ensure calls are stopped immediately [redacted] was contacted on [redacted] to let her know the steps that have been taken to resolve the matter; card was closed upon her request.

Every thing is based on delaying payments so you will go pass the due date for "0" interest, will never do business again with them.
Be careful doing business with these people.