As stated in the complaint, members were offered an extension for 6/5/and 7/5/payments While we did receive some of the paperwork needed to complete the extension request on 7/22/15, we did not receive the signed “Consumer Loan Note Modification/Extension Agreement” from the members The employment information we received for Mrs*** was from a company in T*** and was an offer letter for employment to start on 7/13/ We called the company in *** *** *** *** Center, and was informed that Mrs*** was offered employment but never started the job Based on this, we asked Mrs*** for updated employment information in Arizona as both members had expressed that they moved back to Arizona On 8/10/15, I emailed members the extension request advising them what would be needed to complete this request I advised them that the extension would be for June and July payments, but that they would need to make a payment as the account would need to be current coming off the extension On 8/11/15, we helped the members figure out how to open the email sent to them, as it is encrypted for their securityWe received the signed document back on 8/11/ When the signed modification document was received another email was sent, again requesting the August payment as well as updated employment information On 8/14/we did receive updated employment information for Mrs***; however we never received the August, payment We did send an email to the ***’s advising them we had received all information but would need a payment no later than the end of business 8/14/and received a response of “OK, Thank you” No payment was received on 8/14/or 8/15/and on 8/17/the vehicle was assigned for repossession with the account days delinquent The vehicle was repossessed the morning of 8/18/and all the paperwork for the repossession was completed that day The credit reporting on this account is complete and accurate.Ian S*Vice President, Risk Management/General CounselTruWest Credit Union
On 8/17/15, *** *** went into a branch and asked for a letter showing that the trustee sale date for his property was on 5/3/as the credit bureau’s were not reporting the correct date. We sent him a letter on 8/18/15. We received another email from *** *** on
8/27/15,, asking to include the account number on the letter. We sent the updated letter and updated the credit bureau to report correctly. Please see attached
We reached out to the member to get the full pictureThe member contacted Cardholder Services at PSCU three different times, two of which were after hours. The member was trying to opt out of eStatements and was told to contact the Credit Union during business hours each timeOne
of our direct employees walked the member through unenrolling in eStatements and the member seemed satisfied. Of note, we are in the process of converting to a different cardholder service organization
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I
do not accept TruWest Credit Union’s responseThey are simply repeating what
the *** Group had said in previous letters
Let
me educate TruWest Credit Union on what happens when they participle in
fraudulent schemes
I cancelled any and all services
with The Hartford *** agency back in because I found out it was an
*** scamI called those is for weeks and finally made it to upper
management
TruWest Credit Union did not have
authorization from me to transfer the already cancelled policy from one *** company to anotherI would not have read or opened any letters from
*** *** *** or *** *** *** *** as these companies
were unknown to me
TruWest Credit Union facilitated
this whole mess and placed unauthorized transactions on an unused Savings
Account all for profit by deception
Also the *** Group employees 'obtained' my date of birth under
pretensesBy saying I needed to verify my DOB before services could be cancelled
They never had my DOB to begin with
Once I cancelled my account with The
Hartford I had no reason to think I had to contact Affinion as I contacted the company on the
letter I received
When I call their number, it said
'Credit Union Services' which implies they were TruWest Credit Union, which you
clearly are not.
My complaint with TruWest Credit
Union still standsNeither of you had consent to bill me for services from or
on behalf of multiple *** companies in my name without my consent
By the way, the only reason I
received a refund is because I filed complaintsThe manager at the branch was
confused and lost when I contacted them and she refused to assistI advised
her I would file multiple complaints, and I did
Last by not least, I made no
agreement with the
*** Group to extend any *** policy! This crap *** policy
better be cancelled or in addition to these complaints I will take legal
actionYou better understand this
*** ***
*** * *** ** ***
*** ** ***
*** ***
I don't think I have ever seen a complaint mischaracterized more than this complaint in my entire career. Mr*** obviously has no ability for self-reflection. I pulled the calls and Mr*** behavior was rude, obnoxious and unprofessionalThe only thing we do agree on is we
believe Mr*** business would be better served at another financial institution. To that end, prior to this complaint being filed, on November 24, we mailed Mr*** a letter advising him that, due to inappropriate and abusive behavior to staff members, his checking account was being closed on December 16.We wish him luck in his future financial advisors.Ian S*VP, Risk Management
This doesn't resolve my inquiry whatsoeverThis is what I may of expected from a day-to-day customer service agent; but an executive? I'm very troubled still that no ownership has been taken for the issue at handI've only commended TruWest credit union to family, friends, and acquaintances up until this day in my lifeI was on the phone with a customer service person within a few hours of overdraft fees being assessed to my account and I was UNABLE to be helped due to severe incompetence, lack of ownership, severe misunderstanding on behalf of TruWest credit union, and no ownership taken by managementI actually truly hope that Ian, Justyne, and whoever else I've been in contact with to undergo an immensely severe reevaluatationIan, please listen to my concern and calls; I wasn't disruptiveI wasn't rudeI wasn't outlandishYou're response to my issue is actually preposterous and blasphemyAs a VP you are complete and utter garbageI WOULD LOVE TO SPEAK IN PERSON TO YOUPlease refund my issue before I allocate my funds to the press and other media outlets about the horrendous service and scrutiny I've been put through by sub-par agents and poor performing managementGood luck on future business endeavors Ian, you REALLY NEED ITI'm praying for you and the other agents listed previously
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10838842, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We were lied to on numerous occasions from truwest employees. The extension paperwork was requested well before the august payment even came close to coming due, but Lupe "dicked" us around, wouldnt return phone calls, wouldnt answer emails and the words of Lupes coworker was that "lupe does this all the time." When truwest would call and put me and my husband against each other, we started putting the call on speaker and was asked by truwest to not have our phone on speaker because they wanted to only speak to one of us at a time. We were lied to in order to have a payment made. things were promised to us if just one payment could be made. Im pretty sure thats illegal. Also, there is documented proof that the funds were in our account as requested in order to process the extension and skip payment and neither were used for what we were told they would be. we were not told any paperwork had to be turned in for the skip payment. for the extension, we were told it would be at any branch office, but no office in AZ had any clue as to what we were talking about when we went into the office. Nothing that was being discussed was being noted in our account, per a customer service rep. We had this loan with truwest for over 3 years and had no problem. We were promised something and fulfilled our end of the agreement, only to be screwed over by them in the end. All our records, online banking documents that show fraudulent activity by truwest, and all emails have been sent to the attorney general and dept of finance for review also. So no I am not satisfied with their lies...response...to this complaint. We even went as far as attempting to refinance to pay them off, but they screwed over my husbands credit so bad with their lies that he cant even finance a hamburger from [redacted]. He had a 780 before they pulled this crap with a 99% payment satisfaction. Now because of truwest he has a 540. We can show proof for years that all debts were paid according to agreement until this little stunt by truwest. The traverse was repoed and sold within a week, with no offer whatsoever for us to make the account current. [Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
In response to your August 15, 2015 email request we have confirmed your signed enrollment for AD&D [redacted] provided through [redacted] Benefits Group through its relationship with TruWest Credit Union on January 16, 2011. A full AD&D [redacted] premium refund was completed on July 28, 2015 to your Share Savings account. We have processed the request to opt you out of all written and telemarketing communication. Our actions resolve each of original complaints we received and we consider this matter closed.
I have listened to the calls and I truly hope that Mr. Wade can do some circumspection and actual understand his behavior. We have ended our relationship and we wish him well in his future endeavors.
We have removed the delinquency on the credit reports with [redacted] and [redacted]. [redacted] was already reporting correctly. We have also waived all late fees. We apologize for the inconvenience.
Mr. and Mrs. [redacted] believe that we did not follow through on a commitment made to them regarding an extension request for the 2012 Traverse, as well as a skip pay on their 2007 Lexus, and due to this, it has caused damage to their credit bureaus.First, I would like to address the problems with the...
extension request on the 2012 Traverse. As stated in the complaint, members were offered an extension for 6/5/15 and 7/5/15 payments. While we did receive some of the paperwork needed to complete the extension request on 7/22/15, we did not receive the signed “Consumer Loan Note Modification/Extension Agreement” from the members. The employment information we received for Mrs. [redacted] was from a company in T[redacted] and was an offer letter for employment to start on 7/13/15. I called the company in [redacted] Cumberland Manor Nursing Center and was informed that Mrs. [redacted] was offered employment but never started the job. Based on this, we asked Mrs. [redacted] for updated employment information in Arizona as both members had expressed that they moved back to Arizona. On 8/10/15, I emailed members the extension request, advising them what would be needed to complete this request. I advised them that the extension would be for June and July 2015 payments, but that they would need to make a payment as the account would need to be current coming off the extension. My email to them is attached. On 8/11/15, I helped members figure out how to open the email sent to them, as it is encrypted for their security, and received the signed document back on 8/11/15. When the signed modification document was received, I sent an email again requesting the August payment as well as updated employment information. On 8/14/15 I did receive updated employment information for Mrs. [redacted]; however we never received the August, 2015 payment. I did send an email to the [redacted]s advising them we had received all information but would need a payment no later than the end of business 8/14/15 and received a response of “OK, Thank you”. No payment was received on 8/14/15 or 8/15/15 and on 8/17/15 the vehicle was assigned for repossession with the account 73 days delinquent. The vehicle was repossessed the morning of 8/18/15 and all the paperwork for the repossession was completed that day. The credit reporting on this account is complete and accurate.The other part of this complaint is on member’s 2007 Lexus. While it is true that we did offer Mr. [redacted] a skip pay on the Lexus, we also explained to him that he would need to call back and complete that request once the funds had processed to his account. This request was also stated in Mr. [redacted]’s letter to you. Mr. [redacted] never completed that request. During the emails back and forth regarding the extension request on the Traverse, I continued to ask the [redacted]’s about payment on the Lexus. Not once did they bring up the fact that we were to have given them a skip pay on this loan. The only response I received regarding this loan was on 8/14/15 when Mrs. [redacted] stated “Also, I don’t see what the other loan has to do with this one.” We spoke to Mr. [redacted] on 9/28/15 and advised him that once the payment processed for the 8/28/15 payment that we would forward the skip pay request to have it completed for the 9/28/15 payment. The payment was received on 9/28/15 and the skip pay was requested that same day. The account is now due for the 10/28/15. There was one 30 day mark on this account from July 2015 which has been updated to reflect paid as agreed.
As stated in the complaint, members were offered an extension for 6/5/and 7/5/payments While we did receive some of the paperwork needed to complete the extension request on 7/22/15, we did not receive the signed “Consumer Loan Note Modification/Extension Agreement” from the members The employment information we received for Mrs*** was from a company in T*** and was an offer letter for employment to start on 7/13/ We called the company in *** *** *** *** Center, and was informed that Mrs*** was offered employment but never started the job Based on this, we asked Mrs*** for updated employment information in Arizona as both members had expressed that they moved back to Arizona On 8/10/15, I emailed members the extension request advising them what would be needed to complete this request I advised them that the extension would be for June and July payments, but that they would need to make a payment as the account would need to be current coming off the extension On 8/11/15, we helped the members figure out how to open the email sent to them, as it is encrypted for their securityWe received the signed document back on 8/11/ When the signed modification document was received another email was sent, again requesting the August payment as well as updated employment information On 8/14/we did receive updated employment information for Mrs***; however we never received the August, payment We did send an email to the ***’s advising them we had received all information but would need a payment no later than the end of business 8/14/and received a response of “OK, Thank you” No payment was received on 8/14/or 8/15/and on 8/17/the vehicle was assigned for repossession with the account days delinquent The vehicle was repossessed the morning of 8/18/and all the paperwork for the repossession was completed that day The credit reporting on this account is complete and accurate.Ian S
*Vice President, Risk Management/General CounselTruWest Credit Union
On 8/17/15, *** *** went into a branch and asked for a letter showing that the trustee sale date for his property was on 5/3/as the credit bureau’s were not reporting the correct date. We sent him a letter on 8/18/15. We received another email from *** *** on
8/27/15,, asking to include the account number on the letter. We sent the updated letter and updated the credit bureau to report correctly. Please see attached
We reached out to the member to get the full pictureThe member contacted Cardholder Services at PSCU three different times, two of which were after hours. The member was trying to opt out of eStatements and was told to contact the Credit Union during business hours each timeOne
of our direct employees walked the member through unenrolling in eStatements and the member seemed satisfied. Of note, we are in the process of converting to a different cardholder service organization
Revdex.com:
s for weeks and finally made it to upper
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I
do not accept TruWest Credit Union’s responseThey are simply repeating what
the *** Group had said in previous letters
Let
me educate TruWest Credit Union on what happens when they participle in
fraudulent schemes
I cancelled any and all services
with The Hartford *** agency back in because I found out it was an
*** scamI called those i
management
TruWest Credit Union did not have
authorization from me to transfer the already cancelled policy from one *** company to anotherI would not have read or opened any letters from
*** *** *** or *** *** *** *** as these companies
were unknown to me
TruWest Credit Union facilitated
this whole mess and placed unauthorized transactions on an unused Savings
Account all for profit by deception
Also the *** Group employees 'obtained' my date of birth under
pretensesBy saying I needed to verify my DOB before services could be cancelled
They never had my DOB to begin with
Once I cancelled my account with The
Hartford I had no reason to think I had to contact Affinion as I contacted the company on the
letter I received
When I call their number, it said
'Credit Union Services' which implies they were TruWest Credit Union, which you
clearly are not.
My complaint with TruWest Credit
Union still standsNeither of you had consent to bill me for services from or
on behalf of multiple *** companies in my name without my consent
By the way, the only reason I
received a refund is because I filed complaintsThe manager at the branch was
confused and lost when I contacted them and she refused to assistI advised
her I would file multiple complaints, and I did
Last by not least, I made no
agreement with the
*** Group to extend any *** policy! This crap *** policy
better be cancelled or in addition to these complaints I will take legal
actionYou better understand this
*** ***
*** * *** ** ***
*** ** ***
*** ***
I don't think I have ever seen a complaint mischaracterized more than this complaint in my entire career. Mr*** obviously has no ability for self-reflection. I pulled the calls and Mr*** behavior was rude, obnoxious and unprofessionalThe only thing we do agree on is we
*VP, Risk Management
believe Mr*** business would be better served at another financial institution. To that end, prior to this complaint being filed, on November 24, we mailed Mr*** a letter advising him that, due to inappropriate and abusive behavior to staff members, his checking account was being closed on December 16.We wish him luck in his future financial advisors.Ian S
This doesn't resolve my inquiry whatsoeverThis is what I may of expected from a day-to-day customer service agent; but an executive? I'm very troubled still that no ownership has been taken for the issue at handI've only commended TruWest credit union to family, friends, and acquaintances up until this day in my lifeI was on the phone with a customer service person within a few hours of overdraft fees being assessed to my account and I was UNABLE to be helped due to severe incompetence, lack of ownership, severe misunderstanding on behalf of TruWest credit union, and no ownership taken by managementI actually truly hope that Ian, Justyne, and whoever else I've been in contact with to undergo an immensely severe reevaluatationIan, please listen to my concern and calls; I wasn't disruptiveI wasn't rudeI wasn't outlandishYou're response to my issue is actually preposterous and blasphemyAs a VP you are complete and utter garbageI WOULD LOVE TO SPEAK IN PERSON TO YOUPlease refund my issue before I allocate my funds to the press and other media outlets about the horrendous service and scrutiny I've been put through by sub-par agents and poor performing managementGood luck on future business endeavors Ian, you REALLY NEED ITI'm praying for you and the other agents listed previously
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10838842, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We were lied to on numerous occasions from truwest employees. The extension paperwork was requested well before the august payment even came close to coming due, but Lupe "dicked" us around, wouldnt return phone calls, wouldnt answer emails and the words of Lupes coworker was that "lupe does this all the time." When truwest would call and put me and my husband against each other, we started putting the call on speaker and was asked by truwest to not have our phone on speaker because they wanted to only speak to one of us at a time. We were lied to in order to have a payment made. things were promised to us if just one payment could be made. Im pretty sure thats illegal. Also, there is documented proof that the funds were in our account as requested in order to process the extension and skip payment and neither were used for what we were told they would be. we were not told any paperwork had to be turned in for the skip payment. for the extension, we were told it would be at any branch office, but no office in AZ had any clue as to what we were talking about when we went into the office. Nothing that was being discussed was being noted in our account, per a customer service rep. We had this loan with truwest for over 3 years and had no problem. We were promised something and fulfilled our end of the agreement, only to be screwed over by them in the end. All our records, online banking documents that show fraudulent activity by truwest, and all emails have been sent to the attorney general and dept of finance for review also. So no I am not satisfied with their lies...response...to this complaint. We even went as far as attempting to refinance to pay them off, but they screwed over my husbands credit so bad with their lies that he cant even finance a hamburger from [redacted]. He had a 780 before they pulled this crap with a 99% payment satisfaction. Now because of truwest he has a 540. We can show proof for years that all debts were paid according to agreement until this little stunt by truwest. The traverse was repoed and sold within a week, with no offer whatsoever for us to make the account current. [Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
In response to your August 15, 2015 email request we have confirmed your signed enrollment for AD&D [redacted] provided through [redacted] Benefits Group through its relationship with TruWest Credit Union on January 16, 2011. A full AD&D [redacted] premium refund was completed on July 28, 2015 to your Share Savings account. We have processed the request to opt you out of all written and telemarketing communication. Our actions resolve each of original complaints we received and we consider this matter closed.
See attached.
I have listened to the calls and I truly hope that Mr. Wade can do some circumspection and actual understand his behavior. We have ended our relationship and we wish him well in his future endeavors.
We have removed the delinquency on the credit reports with [redacted] and [redacted]. [redacted] was already reporting correctly. We have also waived all late fees. We apologize for the inconvenience.
Mr. and Mrs. [redacted] believe that we did not follow through on a commitment made to them regarding an extension request for the 2012 Traverse, as well as a skip pay on their 2007 Lexus, and due to this, it has caused damage to their credit bureaus.First, I would like to address the problems with the...
extension request on the 2012 Traverse. As stated in the complaint, members were offered an extension for 6/5/15 and 7/5/15 payments. While we did receive some of the paperwork needed to complete the extension request on 7/22/15, we did not receive the signed “Consumer Loan Note Modification/Extension Agreement” from the members. The employment information we received for Mrs. [redacted] was from a company in T[redacted] and was an offer letter for employment to start on 7/13/15. I called the company in [redacted] Cumberland Manor Nursing Center and was informed that Mrs. [redacted] was offered employment but never started the job. Based on this, we asked Mrs. [redacted] for updated employment information in Arizona as both members had expressed that they moved back to Arizona. On 8/10/15, I emailed members the extension request, advising them what would be needed to complete this request. I advised them that the extension would be for June and July 2015 payments, but that they would need to make a payment as the account would need to be current coming off the extension. My email to them is attached. On 8/11/15, I helped members figure out how to open the email sent to them, as it is encrypted for their security, and received the signed document back on 8/11/15. When the signed modification document was received, I sent an email again requesting the August payment as well as updated employment information. On 8/14/15 I did receive updated employment information for Mrs. [redacted]; however we never received the August, 2015 payment. I did send an email to the [redacted]s advising them we had received all information but would need a payment no later than the end of business 8/14/15 and received a response of “OK, Thank you”. No payment was received on 8/14/15 or 8/15/15 and on 8/17/15 the vehicle was assigned for repossession with the account 73 days delinquent. The vehicle was repossessed the morning of 8/18/15 and all the paperwork for the repossession was completed that day. The credit reporting on this account is complete and accurate.The other part of this complaint is on member’s 2007 Lexus. While it is true that we did offer Mr. [redacted] a skip pay on the Lexus, we also explained to him that he would need to call back and complete that request once the funds had processed to his account. This request was also stated in Mr. [redacted]’s letter to you. Mr. [redacted] never completed that request. During the emails back and forth regarding the extension request on the Traverse, I continued to ask the [redacted]’s about payment on the Lexus. Not once did they bring up the fact that we were to have given them a skip pay on this loan. The only response I received regarding this loan was on 8/14/15 when Mrs. [redacted] stated “Also, I don’t see what the other loan has to do with this one.” We spoke to Mr. [redacted] on 9/28/15 and advised him that once the payment processed for the 8/28/15 payment that we would forward the skip pay request to have it completed for the 9/28/15 payment. The payment was received on 9/28/15 and the skip pay was requested that same day. The account is now due for the 10/28/15. There was one 30 day mark on this account from July 2015 which has been updated to reflect paid as agreed.