R&R Professional Concrete Cutting, Incorporated

Sent: Thursday, February 11, 4:PM Subject: Complaint ID [redacted] - Response to Complaint Regarding the above complaint, our internal records show we mailed the member her original Certificate of Title on 02/18/ The member; however, failed to notify us of a change of address This resulted in the title being mailed to the incorrect address The title was returned to the credit union, which we held in safe-keeping because we did not have accurate contact information Our records show the member contacted the credit union and updated her address on 5/26/ She then contacted the credit union on 6/12/2015, requesting a release of lien for the account in question Once our Lending Department received the request, we retrieved the original title from safe-keeping and mailed it to the member on 6/15/via overnight mail We spoke to the member at that time as well to let her know why the title was delayed Kanika B [redacted] Chief Operations Officer NMLS# [redacted] Energy Capital Credit Union [redacted] Houston, TX TelFax [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Since Energy Capital Credit Union refunded all charges, I will keep the account open for now, but if they ever send communications about fees that will be AUTOMATICALLY DEDUCTED from my account again, UNLESS I OPT OUT, I will close the account In my opinion, this should be an ILLEGAL BUSINESS PRACTICE !!!THANK YOU, [redacted] ***

Sent: Saturday, June 18, 11:AMSubject: Revdex.com CASE# *** - ENERGY CAPITAL CREDIT UNION (Response) In 2014, in light of the recent data breaches across the country, Energy Capital Credit Union began offering EZ Shield which is an identity theft solution for our members. In order to
offer for a low price, we automatically enrolled all our eligible members in the program. We sent communication to all members regarding this process as well. The first year of enrollment was free and after the first year, we charged $per month. As of today, all fees have been reversed and re-deposited in the member’s accountOn behalf of the CU, I apologize for the lack of follow-through to reverse all fees as the member requested. This matter should have been escalated to our Operations Manager or myself to authorize the refundIf Mrs*** still wishes to close her account, she may do so by providing a signed letter to the nearest CU branch. The request will be processed immediatelyKanika *** Chief Operations Officer NMLS# Energy Capital Credit Union Northwest Freeway Houston, TX Tel. Fax

Sent: Thursday, February 11, 2016 4:15 PM Subject: Complaint ID [redacted] - Response to Complaint Regarding the above complaint, our internal records show we mailed the member her original Certificate of Title on 02/18/2015.  The member; however, failed to notify us of a change of address. ...

This resulted in the title being mailed to the incorrect address.  The title was returned to the credit union, which we held in safe-keeping because we did not have accurate contact information Our records show the member contacted the credit union and updated her address on 5/26/15.  She then contacted the credit union on 6/12/2015, requesting a release of lien for the account in question.  Once our Lending Department received the request, we retrieved the original title from safe-keeping and mailed it to the member on 6/15/2015 via overnight mail.  We spoke to the member at that time as well to let her know why the title was delayed.   Kanika B[redacted] Chief Operations Officer NMLS# [redacted] Energy Capital Credit Union [redacted] Houston, TX 77065 Tel. 832 604 4857 Fax 832 604 2189   [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Since Energy Capital Credit Union refunded all charges, I will keep the account open for now, but if they ever send communications about fees that will be AUTOMATICALLY DEDUCTED from my account again, UNLESS I OPT OUT, I will close the account.  In my opinion, this should be an ILLEGAL BUSINESS PRACTICE !!!THANK YOU,[redacted] [redacted]