SAFE Credit Union

Please find attached the response from SAFE Credit Union to Mr***'s recent complaint. Thank you

SAFE's Internal Audit department is reviewing the complaint. SAFE Credit Union will formally respond to the Revdex.com complaint ID *** in business days from receipt of the complaintThank you

April 7, 2016 *** *** *** *** ***
*** ** *** RE: Consumer complaint # *** Dear Mrs*** I am writing in response to the consumer complaint you filed with the Revdex.com on March 28, 2016, regarding letters received requesting updated
insurance for your existing auto and home loanYour letter states that SAFE’s insurance tracking centers have mailed numerous requests to provide updated insurance when in fact; your policies have been in place since the inception of the loanIn addition, you indicate your frustration with the lack of direct resources available to express your concern with receiving these lettersAccording to our records, a request for a current vehicle policy was requested September 30, as the last policy sent by the carrier showed an expiration of December 30, A policy was received for the missing period with a new expiration date of December 30, On December 30, 2015, we had requested proof of renewal and have yet to receive a copy from the carrier; however, your account has been updated per verbal authorization from the carrier following your call on January 5, It is required that the carrier send updated policies to the lienholder with each renewalTo avoid a delay in getting the updated policy information in the future, we have requested the carrier to update your policy to reflect “continuous unless cancelled.” Regarding the mortgage loan, *** *** *** (***) is our servicer for mortgage loans and does not have access to information related to our vehicle loansThe homeowner’s insurance policy for your home is paid from your escrow account and was renewed by *** on February 16, and is currently in full forceThe information you received from ***, indicating the insurance policy on your home had been lender placed, was incorrect and you will receive a letter from *** confirming you have private insurance paid via your escrow accountI apologize that your recent interaction with SAFE did not meet our expectations of providing members with an exceptional experience We will reach out to our insurance service centers to ensure they escalate similar issues directly to a manager to ensure this type of issue does not happen againI hope this letter clarifies this matter for you however, if you have any additional questions feel free to contact me at *** ***Sincerely, *** *** Collection Manager

See attached response.Dear Ms***, I am writing in response to the consumer complaint filed with the Revdex.com on October 24, regarding you ATM deposit dispute with *** * Credit Union. According to our records, you originally contacted SAFE Credit Union's Call
Center on August 29, to report that you had made a cash deposit of $2,at a *** * Credit Union ATM and did not see the transaction applied to your accountYou also indicated there was a malfunction with the machine and you were not provided with a receiptOur Call Center agent attempted to locate the ATM used based on the location points you provided and submitted a dispute on your behalfOn August 31, a provisional credit was issued to your account and *** * Credit Union was contactedOn October 11, 2017, *** * Credit union responded and provided documentation along with video footage proving their ATM was not out of balance nor was a cash deposit of $2,Based on this information, we reversed the provisional credit previously issued. Upon receipt of your consumer complaint, we re-opened our investigationWe reviewed a recording of the original call you made to SAFE Credit Union's Call Center and discovered that the wrong ATM location was disputed.On October 25, 2017, we contacted *** * Cre3dit Union and advised them of the errorAfter further research, they were able to locate your deposit of $2,We issued a permanent credit to your account and I personally contacted you to resolve the transaction in disputeSAFE makes every effort to assist our members in resolving their disputes in a timely and accurate mannerI apologize for the miscommunication that resulted in the wrong ATM location being disputed. We deeply value your relationship with SAFE and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me directly at *** ***

April 7,
*** *** *** * *** *** ** *** *** ** ***
RE: Consumer complaint # ***
Dear Ms***,
I am writing in response to the consumer complaint that you filed with the Revdex.com on March 31, regarding the type of inquiry that resulted from your recent
application for an auto loan.
SAFE’s credit bureau of choice, *** ***, sets up subscriber codes based on the lenders nature of business and purpose. SAFE Credit ***’s nature of business is a credit ***; therefore the first designation is coded as a credit ***. Because the use of the subscriber code is for an auto purchase, the second designation is Auto. Therefore the inquiry resulting from your application for an auto loan with SAFE Credit *** is reported from *** *** as an auto inquiry from a credit *** *** has confirmed that our subscriber code is set up to report this information correctly
If you have any questions feel free to contact me at *** ***
Sincerely
*** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** ** ** *** *** ***

A month ago I complained about an erroneous invoice that stated loan amount and paid principle incorrectlySafe credit union contacted me and told me the matter is corrected and resolvedTo this date I have not received a corrected invoice or the monthly payment statementI have to make a payment before September or my loan goes in arrearsI feel they are trying to sell my loan to another provider because they do not want to deal with me or they have defaulted my loan and have sent the paperwork to collectionsThis is just another instance about how a poor person is punished for complaining about unethical behaviorPlease help me reestablish my loan so I can pay off the car. If I was rich, I would sue and let my lawyer do the talkingAs it is, I just want a decent loan with decent numbers that I can pay off

Dear *** ***I am responding to your second complaint to the BetterBusiness Bureau regarding your payment statement for your auto loan.As I mentioned to you last time we spoke on 8/24, SAFECredit Union does not send monthly payment statements for auto loansYou shouldhave received a payment coupon book which you can use to make monthly paymentsor you can us at *** to make other payment arrangements or torequest a new payment coupon bookThe statement you are referring to is a quarterly memberstatementThis statement correctly reflects the balance of your loan at thebeginning and end of each quarterThe original loan balance is not included onthis statement and therefore no correction is necessary.I can assure you SAFE has no intent to sell your loan toanother provider nor do we have any desire to see your loan go to default asyou mention in your complaintIn my response to your first complaint Iprovided you with my name and contact information in case you had anyadditional questions or concernsI urge you again to call me directly if youhave further questions or concerns.We value your membership and appreciate youtaking the time to bring your concern to our attention. Should you have additional questions pleasefeel free to contact me directly at ***

Dear Ms. [redacted], I am responding to your consumer complaint letter to the Revdex.com dated February 8, 2018, regarding a $244.60 transfer from your checking to the joint account held with [redacted]. You questioned why SAFE paid [redacted]’s [redacted] bill payment in the amount of...

$246.46 on December 14, 2017 when the checking account had an insufficient available balance. SAFE checking accounts are automatically reviewed for Courtesy Pay when there is no designated overdraft transfer source or the available balance is insufficient to cover the item. [redacted]’s checking account qualified for Courtesy Pay when the [redacted] bill was presented for payment. You mentioned that you were told that you wouldn’t have access to his account when it was opened. Although [redacted]’s account was initially opened as an individual account, on October 6, 2012, a signature card amendment was signed by you and [redacted] to add you as a joint owner to [redacted]’s account. All owners on an account are jointly and severally liable for any and all losses, fees or charges assessed to or created by any owner on the account. A series of letters were mailed to the primary address for [redacted] from December 14, 2017 to February 3, 2018. Since the negative balance remained, on February 5, 2018, $244.60 was transferred from your checking account, owned individually by you, to the savings account owned jointly by you and [redacted] to cover the negative balance. It appears that you were added to [redacted]’s account as a joint owner, so you could use our electronic cross-account transfer service between the two accounts. In your complaint you request a return of the $244.60 to your checking account. Based on your explanation of why you became a joint owner on [redacted]’s account, SAFE has agreed to return the funds and have posted $244.60 to your checking account on February 14, 2018. If you have any further questions, please contact me at [redacted]. Sincerely,  [redacted] Deposit Services Manager

Thank you for clarification.  
The way you explained it makes perfect sense, and I agree that is how it should be coded.  Can you please confirm with [redacted] that the second code, for purpose, was in fact reported as Auto for my application?  If you look at the copy of my credit report, attached to the complaint, it states "Permissible Purpose: Credit Transaction." I believe that if this was reported the way you explained, it should say "Auto" for the permissible purpose.  This leads me to believe that there was an error in the way this inquiry was reported.
Thank you!
[redacted]

See attached PDF for response.

April 14, 2016
[redacted]
RE: Consumer complaint #[redacted]
Dear Ms. [redacted],
I am writing in response to your request for additional information regarding the consumer complaint that you filed with the Revdex.com on March 31, 2016 regarding the type of inquiry that resulted from your recent application for an auto loan.   
I have confirmed with [redacted] that the second code which represents the type of transaction is coded as an auto transaction.  [redacted] responded to my inquiry of why the permissible purpose is showing as “Credit Transaction” instead of “Auto Transaction” by confirming that they do not have a separate permissible purpose code for auto, the permissible purpose designation applies to all forms of credit transactions. In addition, the permissible purpose is used only to designate why an inquiry was obtained and does not indicate the type of inquiry.
 If you have any questions feel free to contact me at [redacted]
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and do not find that this resolution is satisfactory to me as none of my other credit cards interest rates have increased and I have had them for years, but will agree to not disagree with the matter any further.

Dear Mr. [redacted],I am writing in response to the consumer complaint that you filed with the Revdex.com on May 15, 2017, regarding your cash advance charges from People's United Bank.As you indicated in your complaint, you originally contacted SAFE Credit Union's Call Center on April 20,...

2017, you were unaware of the additional charge when requesting such an advance.At that time, you also expressed concerns that SAFE Credit Union and People's United Bank did not inform you of the 3% cash advance charge, subsequently, the following day you made a second cash advance incurring an additional charge. During these conversations, you had requested to stop the additional cash advance request made on April 20, 2017, which was made prior to contacting SAFE's Call Center. During the correspondence you were informed that SAFE Credit Union was unable to stop the pending cash advance.After contacting SAFE's Call Center on several occasions, your situation was escalated to a member of Call Center Leadership. At that time, Call Center Leadership evaluated your long standing relationship with SAFE and decided to reverse both fees assessed from your cash advances. We apologize that only one fee was reversed on April 21, 2017. At this time, the remaining $150 fee that was assessed has been reversed has been reversed back to your VISA with SAFE Credit Union on May 16, 2017.We truly appreciate your membership, and we're committed to providing the best products and services to meet your personal banking needs. Please feel free to contact me directly if you have any other questions or concerns at [redacted].Sincerely,[redacted]Assistant Vice President, Call Center

See attached response.

January 27, 2016 [redacted] RE: Consumer complaint # [redacted] Dear Ms. [redacted], I am writing in response to the consumer complaint that you filed with the Revdex.com on January 21, 2016 regarding the interest rate increase that...

occurred on your Platinum Cash Reward [redacted].  As you mentioned in your letter to the Revdex.com, the interest rate increased 0.25% on January 18, 2016.  This increase is a result of the movement in the [redacted].  The disclosure that was provided to you prior to the opening of the [redacted] account explained how and when the interest rate adjustments take place.  Specifically, it states that the rate is a variable rate which may change monthly based on the movements in the [redacted], which is the prime rate published on the 15th of each month in the [redacted], Western addition, plus 6.65 percentage points.  An increase in the Prime Rate will result in an increase in the amount of your finance charge, minimum periodic payment, and outstanding balance.  If you have any questions feel free to contact me at [redacted]. Sincerely, [redacted] Consumer Lending Risk & Systems Manager

Dear Mr. [redacted], Thank you for taking the time to speak with me on August 24, 2015, about your complaint to the Revdex.com regarding the finance charges on your auto loan. As we discussed, the original principal balance on your loan was $19,932.89. The $15,692.00 balance on your statement...

that you refer to in your letter is the balance at the beginning of the quarter, not the original loan amount. We value your membership and appreciate you taking the time to bring your concern to our attention. Should you have additional questions please feel free to contact me directly at [redacted]. Sincerely, [redacted]
[redacted] SAFE Credit Union

Dear Mr. [redacted], I am writing in response to the consumer complaint you filed with the Revdex.com on June 15, 2015 regarding a fraudulent dispute you submitted with SAFE on March 5, 2015.We have reviewed your account as well as all of the supporting documentation. As stated in your...

consumer complaint, a provisional credit of $58.94 was posted to your account on March 19,2015 after filing a SAFE Fraudulent Transaction Dispute form. When the provisional credit was issued, a letter explaining the temporary nature of the credit was mailed to you on March 20,2015.We immediately opened your case with [redacted] and the merchant involved. Unfortunately, the merchant of your disputed transaction was able to provide supporting documentation that goods or services were rendered based on the contractual agreement you entered into. They indicated that they maintain accurate records of all customer contact with their Customer service Department and no attempt had been recorded to cancel before the expiration of the trial membership.Based on this information a letter was mailed to you on April 10, 2015 which required your response by April 24, 2015. This letter provided the following two options for additional actions: 1. A statement indicating you have reviewed the merchant's documentation and your detailed reason(s) for wanting to continue the dispute.  2. If applicable, and this is still a fraudulent transaction, please use the following verbiage in your response. " I have never been in contact with this merchant, and did not inquire about, authorize, participate in, or             benefit from this transaction or merchant. "Unfortunately, no response was received from you. Therefore on April 27, 2015 a letter was mailed to you explaining the provisional credit would be reversed and the claim was being closed. It also clarified that SAFE no longer has any disputing rights on your behalf for the charge in question. The provisional credit was reversed on May 8, 2015.SAFE takes fraudulent transaction claims extremely serious and makes every effort to assist our members in resolving these disputes. I have enclosed the documentation from this case for your review.If you have any questions or concerns, please feel free to contact me directly at [redacted].Respectfully,[redacted]

I am rejecting this response because:  I feel that Safe did act in the best interest of it's customer (my wife and I) by doing it's due diligence to validate this company.  We want our money back.  If we get our $58.00 back we will drop this complaint. if not we will continue to fight for our rights as a common consumer

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.The issues has resolved, albeit the damage was already done.  I mainly wanted the bank to take responsibility because their handling of the matter was disconcerting. I’ve been a customer of theirs since about 1994, they’ve handled several auto loans for me & my husband, as well as a home equity loan that was paid off early.  We have IRA funds in their bank, two checking accounts, two savings accounts.  I could not believe that they mishandled this matter in the way that they did.I appreciate the quick action by Revdex.com and appreciate your help in this matter.  Thank you!

In your correspondence, you acknowledge that the balance in your checking account was negative  $48.28 before proceeding to withdraw $40 at the ATM. You also acknowledged that the end-of-day  balance was negative $88.28 before the Courtesy Pay (overdraft) fee was charged. According to...

our  records, the transaction you described occurred on October 24, 2014. SAFE charges only one Courtesy Pay fee per day for ATM and debit card transaction overdrafts based  on end-of-day balance. The Fee Schedule, attached, lists the range of fees based on the end-of-day  balance. SAFE’s website, www.safecu.org, includes a chart showing how transactions can affect end-of- day balances and the applicable fee. The chart also shows how no fee is charged if the account balance  is brought positive before end-of-day. 
I regret that there was confusion about how the Courtesy Pay fee is charged. As a courtesy, the full $28  fee charged on October 24, 2014 has been refunded to your checking account effective November 6,  2014. If you have any questions, please contact me at [redacted].
In addition, you expressed concern regarding a $3.00 Bill Pay Inactivity Fee that was charged to your  account.  Per our fee schedule, $3.00 is charged when the Bill Pay Service is not active.  As a courtesy,  your account was credited the $3.00 fee on August 18, 2014.  To avoid a fee, Bill Pay service must be  used to pay a minimum of one bill every 30 days.  If you are unable to use the service to pay one bill  every 30 days and do not wish to incur a fee, please contact SAFE’s Call Center at [redacted] to  cancel Bill Pay service.