Riverset Credit Union

Review: I contacted my bank today to see about why the rest of the money did not clear in my account and found out that $7 was taken out of my account for a monthly fee which I did not know that Riverset did this, they took it out since I did not have $500.00 daily in my acct. The rep I talked with Devin said that they sent letters out last July, 2014 in which I told him I did not receive one stating they were going to start this and if this wasn't starting til Oct,2014 as he said then why did they send them so early then. I think that is ridiculous to be charging people seven dollars if they don't have $500.00 a day in their acct. I told them I have to pay my bills and rent, I cant keep that in there, I feel that is wrong to do this to the little people and since I am a middle class citizen I feel that I am being taken advantage of and most likely other middle class citizens as well are being taken advantage of. If I was a millionaire this would not be happening to me. But since I am not I am being penalized for not having a large bank acct. I was told that they could not refund my $7 to my acct, I was just looking at my bank statements and noticed they were taking the $7 dating back to oct 2014 up until June 30, 2015 for not having $500 in my acct. And they did charge that seven dollars without my knowledge I am looking for that to be refunded back to my acct as well dating all the way back to oct since I was not made aware of such transactions on my acct that they said they were doing starting in oct. I have been with this credit union for 8 years and never had this much of a problem with them and this is the way they treat their long term customers, they should be ashamed of themselves. Devin and Brandon both told me that they only way I can avoid the fee is if I sign up for a signature loan or credit card thru them why should I be forced to do that just to save $7.it may sound good on paper but when it affects people and they count on all the money they have they take it and that's not right.Desired Settlement: I would like the refund of $63 back into my account since they were taking out money since oct for not having $500 in my acct. This $63 I am asking for back into my acct is because the fee of $7 a month was taken out from oct til now in June so that adds up to $63. I was never sent a letter and so to me these were taken out without my knowledge. I sure hope the Revdex.com can get this money back for me. Thanks.

Business

Response:

7/10/15 Riverset Credit Union's response to ID [redacted] Member had a Checking and Savings account with Riverset since September 2003. Effective October 1, 2014, the fee schedule changed to include a $7.00 Low Balance Fee, later to be named Monthly Maintenance Charge in April 2015. This fee would be assessed to the Checking account, or Savings account if there was not an existing Checking account, monthly on the last day of the month if the account did not meet the following criteria: Average Aggregate Monthly Balance of $500.00 or greater, a Riverset loan product, IRA, CD, Money Market, or Savings Club account. Notification of this change begun in August 2014 via account statements, online banking, and our website. This member logged into her [redacted] account a total of eighteen times after the fee was assessed. The member agreed to receive e-statements via her email address on file agreed to in the terms and conditions that she acknowledged when accessing [redacted] for the first time. Member called in on 7/2/15 and spoke with a representative who explained the fee to her. The representative told her that her fee refund request would be reviewed by a manager and she would be contacted shortly. The Branch Manager contacted the member by phone and explained how the foe was disclosed to the member. The member asked to close her accounts. Both her checking and savings accounts were closed on 7-2-2015, A letter was mailed on 7-2-2015 to confirm that the membership was closed including a check for the remaining balance of $5.58.

Review: I've had a vehicle loan with Riverset Credit Union since 2010 and typically each year they offer a "Loan Skip-A-Pay" option that lets you pick 2 out of 3 months in the calendar year (usually around Christmas time) to skip your loan payment for a $40 dollars per occurrence. It's a great program for people who want to save money for gifts and not worry about a loan payment during that time, but still accrue interest on the loan. This year in 2015, I applied for the program again to skip my Nov and Dec loan payments for the holidays and submitted my $80 dollar program fee electronically from my [redacted] Bank account. The deadline to apply for this program is the end of October 2015. However, I ended up receiving a bonus from my employer in which I would like to just pay my vehicle loan off. I went onto the online banking portion to view my loan and submitted a secure message requesting that I withdrawal from the Skip-A-Pay program and just have that $80 dollar cost applied toward my vehicle loan and that I get a final payment amount so I can pay it off. I received a reply on October 13, 2015 stating they will check on this to see if it is possible. I then followed up on 10/19 after not receiving a response and was told that this is not possible. I tried making several phone calls to the loan department, but their phones typically go unanswered. I left a voicemail after several call attempts. I decided to email the person who processed my form (Rebecca P[redacted]) and she said she would forward to someone with higher authority, in which I received the same response that this is not possible. Someone also ended up returning my call and I explained that I don't feel my request is out of line, since there is no documentation on the program form saying this is a non-refundable fee, or that once I submit this, I can in no way back out. She said she would contact someone else and get back to me. A few minutes later, I received another email from Michael S[redacted] (Branch Manager) stating that they processed my skip-a-pay request and the fee will not be refunded. I asked him to send me documentation on the form that shows that this fee is non-refundable, but I never get a response on this. I am not asking for a refund of the $80 dollars to my personal bank account at another financial institution, I would just like to withdrawal from that skip-a-pay program and have that $80 dollars applied toward my loan and that I get a final payment amount for my loan to pay it off. I can see if this was past the application deadline where no changes can be made, or if the form specifically stated that once I am approved for this, I cannot take it back...but this is not the case. Every day that goes by adds more interest to my final payment that I have been wanting to make for over a week now.Desired Settlement: I would like this $80 dollar program payment fee applied toward my vehicle loan and that someone send me a final payment amount for my vehicle. I would like to pay it off, but Riverset keeps pushing back responding to me by over a week now which only adds more and more interest to my payment.

Business

Response:

At Riverset Credit Union, we strive to make a difference in the region by helping our members grow savings to establish credit and build assets. Riverset's mission is to provide sound, innovative and efficient banking services to its current and future members. When a situation arises where a member is dissatisfied with the level of service received, Riverset works diligently to resolve the matter in a timely manner. Due to privacy concerns, Riverset Credit Union cannot disclose the specific member issue, conversation, and resolution; however, we are very pleased to report an agreement was reached with this member within hours of the complaint being filed. Devin Z[redacted]Business Development & Marketing ManagerRiverset Credit Union

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.

Review: I went to the [redacted] machine and I mistakenly pressed the button for checking account withdraw instead of savings account withdraw. I DID NOT GO TO THE STORE AND MAKE A PURCHASE, which I would understand getting a fee for. I was charged at an ATM Machine an overdraft fee for making a withdraw out of my checking account and it took what was in my checking account and then took from my savings. What should have happened at an ATM is that it should have said I don't have enough in my checking and then canceled the transaction. I would have then realized that I tried to withdraw from the wrong account. I called them and they said that they are not refunding the amount because this is an overdraft protection thing that it did. If you go to a mac machine nothing should even withdraw from your account if you don't have the money in there. Overdraft protection is something that is from a store purchase not taking money out of you're bank account. Example: So if I come into the branch and say I am withdrawing money out have my 'checking account', mistakenly and I meant to say out of my savings account, it the teller still going to take it out have my checking account and then charge me a fee for doing that. NO THERE NOT THAT'S STUPID. You can make deposits and withdraws at the ATM just like you would at the teller and the same thing one is a live person and the other is an electronic transaction.

No one ever answers the phone during the day. I never can get though to your company to talk with someone on the phone and I never know when I am going to be at my desk and I cant answer my cell phone at work, so when I call for over an hour call get the machine hang up, call right back for an hour and no answer that is ridiculous.

I called in the morning at 9 am and got someone and then after calling other banks trying to find out if they were right or not no one is answer again. I have been trying to call them for 2 hours now and no answer just the machine. There is no bank that busy that someone cant answer the phone.Desired Settlement: I want them to fix their system and give me my money back.

Business

Response:

At Riverset Credit Union, we strive to make a difference in the region by helping our members grow savings to establish credit and build assets. Riverset's mission is to provide sound, innovative and efficient banking services to its current and future members. When a situation arises where a member is dissatisfied with the level of service received, Riverset works diligently to resolve the matter in a timely manner. Due to privacy concerns, Riverset Credit Union cannot disclose the specific member issue, conversation, and resolution; however, an understanding was reached.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I deposited a large check on Thursday November 5, 2015 through an ATM. I had to pay bills that exact same day, but the money didn't come out until Monday November 9th 2015. I was hit with three $30 overdraft fees due to my account not clearing the check in time, however my balance still showed the check there. My overall balance reflects that I did have the amount in the account, but Riverset told me it won't be available until midnight 11/10/15. I'm curious because even though Riverset told me that there is no available money yet, they still were able to dip into my overall balance to get their $90 over draft fee even though my available balance says $0.Desired Settlement: I just want a refund for the over draft fee's. I have documentation showing that my account has the money, but I still was hit with an overdraft fee.

Business

Response:

At Riverset Credit Union, we strive to make a difference in the region by helping our members grow savings to establish credit and build assets. Riverset's mission is to provide sound, innovative and efficient banking services to its current and future members. When a situation arises where a member is dissatisfied with the level of service received, Riverset works diligently to resolve the matter in a timely manner. Due to privacy concerns, Riverset Credit Union cannot disclose the specific member issue, conversation, and resolution; however, we are very pleased to report an agreement was reached with this member within a few days of the complaint being filed.

Consumer

Response:

I went into the office due to another overdraft fee occurrence. Right after the first 90 dollars. I was told by branch manager Michael, "that they we're only going to compensate me $60 back for the over draft for 10/10/2015 and a refund for $30 "being a great customer". As soon as I left, I called Ms. [redacted] and told her they gave me back $90 in order to resolve the Revdex.com.org case, but I told her on 10/10/15 ( I even attached my account from the two days of over-draft fees totaling $150) that they had token another $60. I'm not satisfied and when they were refunding the money for the "current day - 10/10/15" that I went in they knew exactly what they were doing to by pass this complaint. I filed a report to NCUA, but still haven't heard word from them either.

Regards,[redacted]

Review: Due to recent events I moved to my account from Riverset Credit Union because of the location, I needed a bank closer to me. However when I moved my account I forgot about some withdraws that had come out of this account. Becuase of this the Riverset account was overdrawn and with the fees and etc. the account was overdrawn around 170 or so. I managed to get there and talk to an individual down there and explain the situation and told them that I could make some payments and if they could close the account. They would not close the account and because of this I now owe over 500 and now they are closing the account. I received a letter and called a Mr. [redacted] who was rude and threatened my with lawyers and credit collections. I did tell Mr [redacted] that I could pay 100 dollars a month to pay it off but according to him that would take five months. So it's either all or nothing. The letter that was set to me quotes " We have methods of repayment that may help you." Apparently that means either pay us the money that we racked up in fees because we refused to close your account the first time or we get lawyers and collectors after you.Desired Settlement: I would like the fees taken off that I ended up owing because they refused to close my account and make arrangements to pay the first time. Because of this the bank has racked up fees over 500 dollars. To me this is a scam.

Business

Response:

Riverset Credit Union is committed to our membership, employees and the community-at-large. Should a situation arise with a member, Riverset Credit Union works diligently with those members to address the inquiry in a timely fashion. Due to privacy concerns, Riverset cannot comment on spocific member issues, however, we are pleased to report an agreement was reached with this member within hours of notification of the circumstances.