SAFE Credit Union

Dear Mr. [redacted],I am writing in response to the consumer complaint you filed, #[redacted], with the Revdex.com on October 19, 2015 regarding your billing dispute with [redacted].On July 27, 2015 you opened up a billing dispute case with SAFE Credit Union to dispute a transaction for...

$507.33. We provided a provisional credit to your account on July 28, 2015. On September 16, 2015 we mailed the response from [redacted] to your current address on file. In this response the merchant provided evidence that the disputed double charge was in fact a separate authorization. The [redacted] provided two different signed receipts. One for 61,900 yen from July 11, 2015 and 30,000 yen from July 12, 2015.As outlined  in the letter dated September 16, 2015, in order to continue the dispute, SAFE would have to be in receipt of a written response from you with details on the reason(s) for wanting to continue the dispute as well as evidence to prove that this was a duplicate charge no later than September 30, 2015.SAFE makes every effort to assist our members in resolving billing disputes. SAFE must operate within VISA dispute resolution rules to assist our members in these cases. Unfortunately, Visa sets very specific guidelines on time frames for dispute resolution, and if those time frames are not met, SAFE no longer has any disputing rights on behalf of our members.Since no response was received from you and SAFE had no evidence that this charge was a duplicate, a second letter was mailed to you on October 2, 2015 notifying you that the case was closed due to non-response and a failure to prove your claim based on the evidence that [redacted] provided. However, you still have the right to continue to pursue this dispute directly with the merchant.We truly appreciate your membership, and hope you will be successful in resolving this dispute with [redacted]. Please feel free to contact me directly if you have any other questions or concerns at [redacted].

I am writing in response to the consumer complaint submitted to the Revdex.com on September 24, 2016 in referenced the credit screening conducted by SAFE Credit Union (SAFE) on September 7, 2016. As a member owned financial institution, your comments are important and are taken seriously...

by both management and SAFE's Supervisory Committees.In your correspondence, you indicated that SAFE performed a hard inquiry on your credit report after you requested to open a checking and savings account, and are requesting that this inquiry be removed from your credit report. You also stated that you feel this process violated the Fair Credit Reporting Act.SAFE appreciates you bringing this matter to our attention so that we can evaluate further. I would like to communicate why an inquiry was run against your credit and address the concern you have pertaining to the Fair Credit Reporting Act.SAFE considers membership and the associated accounts and services to be a credit relationship. Applicants applying for primary or joint membership, joint account ownership, or other authorized signer or custodial beneficiary capacity with SAFE are screened through SAFE systems and consumed/credit reporting agencies to fulfill Bank Secrecy Act and Office of Foreign Assets Control (OFAC) requirements. In addition, obtaining a credit report allows SAFE to conduct robust identity verification. A sign is located in the lobby of each branch that notifies members about the identification procedures used by SAFE to comply with the USA PATRIOT Act.The process in which SAFE screens applicants for membership is in accordance with the Fair Credit Reporting Act, which governs activities of those who collect, report and furnish credit information. By law, consent to obtain a credit report is implied when membership is requested and does not require express consent prior to screening.Although this is SAFE's practice when establishing membership, we also recognize the frustration this may have caused, not being fully aware that an inquiry was being made to your credit. Per your request, SAFE is removing the inquiry in question from your credit report.If I can be of any further assistance to you, please contact me directly at [redacted]Sincerely, [redacted]Loss Prevention ManagerSAFE Credit Union

Dear Mrs. [redacted]: As SAFE is a member owned financial institution, your concerns are important to us and taken seriously by both management and SAFE’s Supervisory Committee. Please find below our response to the consumer complaint submitted to the Better Business...

Bureau on December 21st, 2016 which was in reference to the vehicle title on your 2004 Honda Accord. In your correspondence, you indicated, 1. SAFE has failed to release our lien on the vehicle and that you have been waiting for SAFE to issue your pink slip. 2. You also stated that, even after providing your name, social security number and date of birth, we were unable to identify you on a recent inquiry you made with our call center about the matter. 3. It was mentioned that you never received documents indicating your loan was paid off. SAFE Credit Union appreciates you bringing this matter to our attention so that we can evaluate further. I would like to share the process of releasing our lien on your vehicle as well as address our customer identification process. 1.        The process in which SAFE releases our lien on vehicles is in accordance with the California Department of Motor Vehicles (DMV) state mandatory Electronic Lien and Tilting (ELT) program. With the ELT program, paper titles are not retained by individual financial Institutions but instead our lien is secured electronically. When a vehicle loan is paid in full at SAFE and the lien is satisfied, we send the request to the California DMV to release our lien from the title and registration. The California DMV prints a new title and registration that is mailed to the registered owner’s address on file. A recent inquiry with the DMV into your vehicle shows that SAFE’s lien on your 2004 Honda Accord was released on September 22nd, 2016 and the title was mailed to 1633 E. Bianchi Rd. #18, Stockton, CA 95210. SAFE does not accept responsibility for maintaining a current address on file with the DMV and it is DMV policy that you must notify them of a change of address within 10 days of the change. 2.        Regarding our customer identification process, it is a large responsibility for SAFE to ensure that all sensitive member data is well protected with a thorough customer identification program. Ensuring that we are providing your information to no one other than yourself is extremely important to us. Completing this process can be more challenging when done over the phone. While key identifying factors such as your social security number and date of birth may seem to be sufficient, these items can sometimes be obtained by criminals. To allow for open discussion of sensitive information over the phone, while still protecting our members from identify theft or impersonation, SAFE has instituted a now commonly used form of identification method in the form of asking open-ended questions regarding your individual account. A review of your conversation with our Call Center representative on December 21st, 2016 indicates that the representative who assisted you asked three open ended questions, two of which were not answered correctly. As a service to you and for the protection of your information, we requested that you visit a SAFE branch to be identified in person. While it is an inconvenience, it is for your protection. 3.        SAFE Credit Union mailed your monthly statement on October 4th, 2016 to 25900 Clover Street Esparto, CA 95627. In this statement it showed your ending loan balance to be $0. We are committed to providing all of our members with exceptional experiences. I am sorry that your initial inquiry about your vehicle title did not meet that expectation, and I hope I have helped answer some of the concerns you expressed in your complaint. As you have requested, we will be mailing you an additional copy of your September 2016 statement, which indicates that your loan has been paid in full. As we have already been removed as lienholder with the DMV, we are unfortunately unable to assist you directly in the recovery of your vehicle title in the event it was mailed by the DMV to an outdated address. We recommend that you immediately contact the California DMV directly to inform them that your title was not received, so that they may instruct you on the next steps to take in retrieving it. If I can be of any further assistance to you, please contact me directly at [redacted].

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.

Dear [redacted]: I am writing in response to your recent communication with SAFE Credit Union (SAFE) pertaining to the complaint resolution agreement that was made to remove an inquiry from your credit report. In October 2016, SAFE agreed to remove the credit inquiry performed by SAFE on September 7, 2016 from your credit report. You have since notified SAFE that the inquiry in question has not been removed.Upon review of the situation, I have confirmed SAFE submitted a request to [redacted], the reporting credit bureau agency, on October 04, 2016 to have the inquiry in question removed from your credit report. After your recent communication, SAFE contacted [redacted] who confirmed they received the request, but had not processed it. On January 18, 2017,, SAFE obtained confirmation that the inquiry dated September 7, 2016 has been removed from your credit report.SAFE appreciates you bringing this matter to our attention, allowing us the opportunity to provide resolution to our agreement.If I can be of any further assistance to you, please contact me directly at [redacted].Sincerely, [redacted]

Review: I believe Safe Credit Union engages in fraudulent business practices. At this moment I feel they have cheated me of thousands of dollars. My wife and I have a car loan with them of $15692.00 and have been paying $264.00 per month at 2.9% annual interest for two years and they say my loan balance is $15013.00. Doing the math, I have paid $6336.00 minus an interest of $455.00 which leaves $5881.00 paid off on my car loan. $15692 - $5881.00 leaves a loan balance of $9811.00. Either they are cheating me or they have deducted the interest of a seven year loan beforehand before applying payments to the principal balance. Either way this is a fraudulent business practice and I want them prosecuted.Desired Settlement: Please credit my account [redacted] appropriately or contact consumer fraud at the [redacted]

Business

Response:

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] SAFE Credit Union

Consumer

Response:

A month ago I complained about an erroneous invoice that stated loan amount and paid principle incorrectly. Safe credit union contacted me and told me the matter is corrected and resolved. To this date I have not received a corrected invoice or the monthly payment statement. I have to make a payment before September 30 or my loan goes in arrears. I 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 collections. This is just another instance about how a poor person is punished for complaining about unethical behavior. Please 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 talking. As it is, I just want a decent loan with decent numbers that I can pay off.

Business

Response:

Dear [redacted]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 loans. You shouldhave received a payment coupon book which you can use to make monthly paymentsor you can us at [redacted] to make other payment arrangements or torequest a new payment coupon book. The statement you are referring to is a quarterly memberstatement. This statement correctly reflects the balance of your loan at thebeginning and end of each quarter. The 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 complaint. In my response to your first complaint Iprovided you with my name and contact information in case you had anyadditional questions or concerns. I 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 [redacted]

Review: On 4/7/16 Lending Home, my mortgage company and construction funds lender, sent me a wire transfer of $14,890 to my bank account at SAFE Credit Union. The funds showed available at 3:45pm and I got to the bank at about 4:15pm to pull the funds out and pay all of my sub contractors and pay bills. I was denied pulling my funds out and they immediately made the funds unavailable during my transaction. The branch manager in [redacted] was explaining to the other bankers that I was floating payday loans, I don't have any payday loans. The next explanation I got from the bankers is egregious. The last few months my mortgage company, Lending Home, tried to ACH my monthly mortgage payment but funds weren't available yet. They simply ACH'ed my mortgage payment later in the month as I have a grace period just like anyone else with a mortgage. SAFE Credit Union explained to me that they are financially responsible to make my mortgage payment if I fail too. SAFE Credit Union has no business saying that or doing that, SAFE Credit Union is not listed anywhere on my mortgage, deed, title or any other document tied to my property or tied to my mortgage company. I have a $509,000.00 mortgage and construction loan with Lending Home that SAFE Credit Union has no ties too, $149,965.00 is for rehab and construction. Safe Credit Union is withholding funds I am paying high interest on, as of 4/7/16 that have cost me more fees and interest to my mortgage company and fees and interest to my subcontractors that I was unable to pay today. Other issues I have with SAFE CU. Supposedly in February SAFE CU said that [redacted] Credit Union reported something against me on [redacted]. They limited my account to cash only at a branch and closed my credit card which I always paid off in full every month, by doing this they were able to retain my money deposited into the bank longer because the house I am building is 2 hours away from the nearest branch which kept me from accessing my funds during a normal business day. I spoke with [redacted]. on several occasions they stated on several occasions that they had never reported me or my accounts to [redacted]. I made 2 trips to SAFE CU and 12 phone calls, all documented, to deal with this and each time they explained that [redacted]. was reporting problems with me and they were forced to limit my accounts. Almost 60 days later the said whoops the bank that reported was Members 1st Credit Union. I've never had an account with Members 1st Credit Union and it would have been nice if they had given me the correct information 60 days ago. Now SAFE CU has caused me fees, interest, traveling expenses to a main branch and by shutting my credit card down with a balance on it they dropped my credit score about 60 points. I have decent credit, never had a 30 day late in the last 7-10 years and I'm in the middle of building and trying to refinance my new house. SAFE CU has made a mess of things.Desired Settlement: SAFE CU should be responsible for the financial burden they have now put on me in regards to fees, interest, and a lower credit score and the immediate release of my deposited funds.

Business

Response:

April 15, 2016

Response to Dispute

Dear Mr. [redacted]:

I am writing in response to the letter you submitted to the Revdex.com (Revdex.com) on April 8, 2016, in reference to your recent experience that occurred at a SAFE Credit Union (SAFE) branch when attempting to access monies from an incoming wire funds transfer. As a member-owned financial institution, your comments are important and are taken seriously by both management and SAFE’s [redacted].

In your correspondence, you indicated that when you attempted to withdraw the funds that originated from an incoming wire received on April 7, 2016, you were denied access to the funds. Because of this, you were unable to obtain the funds needed to pay sub-contractors and bills, which resulted in additional fees. In addition, you indicated a miscommunication occurred with regards to which financial institution reported you to [redacted], which you claim further delayed your response time to take appropriate actions. In addition, because of the [redacted] record, your account was restricted and your [redacted] credit card account was closed. As a resolution, you are requesting SAFE reimburse you for fees and interest that accrued as a result of the hold SAFE placed on the incoming wire funds and that SAFE release the incoming wire funds.

We appreciate you bringing this matter to our attention and allowing us the opportunity to evaluate your account and our current processes to see how we can improve your member experience.

On April 8, 2016, upon notification of the situation, all funds from the incoming wire received on April 7, 2016, were made available. In addition, we are working closely to alleviate the restrictions caused by the [redacted] record, pending receipt of requested documentation from you showing proof of the reporting error. Upon receipt of requested documentation, SAFE will re-evaluate your account and [redacted] credit card access. Until then, your account restrictions have been modified to allow payments to be made on your [redacted] credit card using cash or check. For additional convenience, credit card payments may also be mailed to SAFE directly. If you choose to mail your credit card payments, please mail to the following address:

Upon further review of your SAFE account, there does not appear to be any transactions that were returned or denied as a result of the funds being held on April 7, 2016. We are unable to identify the specific fees or accrued interest that resulted from the hold placed on the incoming wire. In order to explore this matter further, please provide us with the specific transaction details relating to the fees and accrued interest for which you are requesting reimbursement.

If I can be of any further assistance to you, please contact me directly at [redacted]

Sincerely,

[redacted]

[redacted]

Review: My concern is the company is being unreasonable with regard to a refund. I submitted information online for an account on 12/3/13. I contacted Safe Federal Credit Union on 12/6/13 to get the status for the new account request. The on line chat customer service representative was not able to verify the account status. I contacted the Safe at XXX-XXX-XXXX and learned that I had my new account request was denied and that I would be informed by a letter in the mail. Although I was denied the same day that I submitted the request Safe processed a transaction using my personal bank routing number and account number for the same day. See screen shot below for my personal account information. When I raised the fact that this is unfair and unreasonable business practices with Safe and request a refund. Safe response was I will get a refund in 30 days. This is not right and unfair to customer who are denied the same day for a service that they will never use, but Safe is gaining benefits over my money by receiving interest on money that does not legally belong to them. This practice is unfair and unreasonable and need to be changed. If Safe is able to deny a customer the use of their services less than 24 hours, it is fair that Safe be required to verify that the account is active before money exchanges accounts.

Product_Or_Service: applied for new account

Order_Number: confirmation number

Desired Settlement: DesiredSettlementID: Refund

refund with 24 hours.

Business

Response:

Initial Business Response

I am writing you in response to your Consumer Complaint to the Revdex.com. On behalf of the SAFE Credit Union Call Center, I want to offer our deepest regrets for the breakdown in member service levels you experienced, and for any inconvenience it caused you during the processing of your request for a new SAFE account.

Thank you for taking the time to bring this incident to our attention. As mentioned in your Revdex.com Consumer Complaint, the frustration you experienced when attempting to receive information regarding the status of your account application is not indicative to the service SAFE strives to provide. I have reviewed your file and see that the conversations you had with our representatives contributed to a misunderstanding regarding the refund of funds held for the initial deposit to a new SAFE account.

Your Online Membership Application was submitted on December 3, 2013 at 3:53 PM, along with the authorization to charge the initial deposit amount of $30.00 to a Visa card ending in [redacted] This application was initially sent to review by our system because the name and Social Security Number provided on the application matched an account that had previously resulted in a financial loss to SAFE Credit Union. SAFE's Online Account Opening Representative reviewed the file and confirmed this information. At 5:02 PM on December 3, 2013, the representative declined the application and cancelled the charge to the Visa card. Since a charge on the Visa card was not completed, the transaction did not require a refund.

I have reviewed the chat transcript and two recorded phone conversations that occurred on December 6, 2013 and have confirmed that you were informed that the status of your application was declined; however, information about the $30.00 initial deposit was never discussed. I sincerely apologize for any misunderstanding regarding a hold to your funds and I ensure you that SAFE immediately cancelled the Visa transaction at the time the application was declined and did not collect funds at any time during the application process.

Please feel free to contact me directly at the telephone number noted below should you wish to discuss this incident in greater detail.

Respectfully Submitted,

Call Center Supervisor

SAFE Credit Union

(XXX) XXX-XXXX

cc: [redacted], Chief Executive Officer

[redacted], President and Chief Operating Officer

[redacted], Director of Internal Audit

[redacted] VP Sales

[redacted] AVP Call Center

Supervisory Committee

Revdex.com

Review: In December 2014 I used my credit union to secure a buyout of the [redacted] that I was leasing. Within a month they called me back to the bank to sign papers that 'had been missed.' One year later, I got a call that there was another paper I needed to sign regarding vehicle registration. They sent me form via federal express which I promptly signed and returned. About a week later I was using my online banking to transfer funds from my Safe checking to my Safe Visa. When I got multiple errors, I contacted customer service who, after a 20 minute chat, determined that a hold had been put on my account because of $1400 sales tax that had never been paid a year earlier when they financed my car. WHAT???? They told me my loan had to be redone and my monthly payment would increase. This sounds fishy to me. The original lease was via [redacted]. They provided a document that was the total buyout price to be financed. I don't know, but I assume that either the 'seller' should have added the tax in the buyout total and they should have paid the tax, or my lender should have added the tax in my loan and it should have been paid by them. In any event, I have NEVER seen a bill from [redacted], from Safe, or from the state of California for any tax that was owed over a year ago.

Compounding the issue, my registration expired in January 2016. I didn't even realize it until it dawned on me that my tags were still red. I didn't have a renewal notice from [redacted]. I tried to go online and pay it, but without notice, I did not have the reference number nor total due. I called [redacted]. After 20 minutes on the phone, the lady at [redacted] was shocked to come back and tell me that my registration fee is over $2000. WHAT??? Then I realized it must have something to do with tax owed. If I did not pay it that day (2/8/16) I would not be able to do so online. So this whole mess has generated me contacting bank 4 times...each time being told someone would call me back and no one ever did. BEYOND FRUSTRATED VICTIM here.Desired Settlement: I secured an auto loan in good faith. Through no fault of my own, I am now a victim of the bank, the [redacted], and maybe [redacted]l. I do not want my monthly payments increased. I don't want to take off work to make one more trip to the bank. If I have to sign one more thing, I want someone to take their time to come to me. I am mortified that my longtime, multiple transaction relationship with my bank cannot result in any better customer service. And I Do not feel responsible for any late fees.

Business

Response:

February 23, 2016 [redacted]

[redacted] RE: Consumer complaint # [redacted] Dear Ms. [redacted], I am writing in response to the consumer complaint that was filed with the Revdex.com on 02/16/2016 regarding your auto loan re[redacted] with SAFE Credit Union. As mentioned in your letter to the Revdex.com, you visited the [redacted] office to perform a Lease Buy-Out of your [redacted] on 12/06/2014, previously [redacted]d with [redacted]. At the time of the Lease Buy-Out, sales tax in the amount of $1,595.00 (required to be paid to the [redacted] when buying out a leased vehicle) was not collected due to our processing error. Immediately following the discovery of the error, a SAFE processing representative reached out to explain the situation. When we notified you of the omission of sales tax, in December 2014, we extended ourselves to collect the sales tax and make adjustments as necessary to best meet your financing needs. At that time, you responded that you wanted to look into the issue before replying. Subsequent to that conversation, the representative made several additional attempts to follow up, including leaving messages. In April, a SAFE representative connected with you, and you expressed concern and a desire to review the loan paperwork. SAFE conducted further research and contacted [redacted] to confirm that sales tax was not included. [redacted] provided SAFE Credit Union the copy of the Bill of Sale and Odometer Disclosure Statement, signed by you on 12/16/2014, which read, “In consideration of the sum of $19,939.83 which includes sales tax of $0.00 paid to [redacted] Lease by [redacted] I [redacted].” Three other branch employees attempted to make contact and left messages during the year. The [redacted] branch staff was unable to connect with you, at which time SAFE’s [redacted] department assumed responsibility for contacting you and collecting taxes owed. After speaking with SAFE’s [redacted] Department, you agreed to visit the [redacted] branch on 3/28/2015 to sign the original title that [redacted] sent SAFE Credit Union. Unfortunately you were unable to keep the appointment. SAFE’s [redacted] department then mailed you a [redacted] that was returned by mail. The California [redacted] assessed penalty fees due to the taxes not being paid and the transfer not being completed in the allotted time between [redacted] and SAFE Credit Union. SAFE’s [redacted] department completed calls, sent a certified letter and eventually restricted your account as routine protocol due to inaction on your part. It was at this time you contacted the SAFE Call Center. At that time you stated no one had attempted to make contact regarding this issue and again you shared that you should not be held responsible for taxes owed. SAFE Credit Union agreed to pay the tax penalties and the transfer penalties assessed by the California [redacted] however, the car registration due 1/8/2016 had not been paid and you stated that you refused to register the vehicle because of the error that had been made. During email correspondence you shared that you contacted the California [redacted] and were provided a breakdown of the taxes, registration fees and penalties, which together totaled just over $2,000. On 2/17/2016, after considerable conversation, you agreed to rework your loan to fulfill the tax requirement, fees, and resolve the issue. SAFE had an appointment with the California [redacted] on Tuesday, February 23, 2016 to complete the transaction. Your registration and registration tags were sent out via certified mail to the address you requested on February 24, 2016. We apologize for the initial processing error, and appreciate you working with SAFE Credit Union to resolve the issue. If you have any questions feel free to contact [redacted] at the [redacted] Branch at [redacted]. Sincerely, [redacted]

[redacted]

[redacted]

[redacted]

[redacted]

Consumer

Response:

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!

Review: Misleading lending practices. Inaccurate contracts and poor oversight of their mortgage lending practices.

We were quoted a specific closing cost to account for the necessary reserves; however, errors were made on the bank's side that will now cost us $2000.00 to correct. I was VERY specific during the process that ALL taxes needed to be accounted for and I was promised that they were up through closing. We are now being told that there is not enough money in our escrow account due to their error and we need to make up the difference. Additionally, [redacted] that I spoke to on 6/21/13 also could not explain why there was a $700.00 credit applied to our escrow account at closing that would have helped to cover some of the reserve shortage. She stated "the system just does that sometimes and I don't know why".

Desired Settlement: I would like Safe Credit Union to split the shortage cost with us. In other words, we request Safe pay $1000.00 of the over $2000.00 we need to come up with to cover the reserve shortage. We have been members of the bank for almost 20 years, and we expect them to honor that relationship by making good on an error that we should not be asked to cover entirely ourselves. If this were calculated correctly upfront we could have had this money covered by increasing the loan amount instead of taking it out of savings.

Business

Response:

Business' Initial Response

I am writing in response to the consumer complaint regarding misleading lending practices, inaccurate contracts and poor oversight of mortgage lending which you filed with the Revdex.com on 6/21/13. I believe the entirety of this matter is related to an unpaid installment of your 2012 property taxes.

SAFE completed your refinance loan in September 2012 two months prior to the November due date of the 2nd installment of your 2012 property taxes in the amount of $3,383.74. This amount should have been included as a disbursement when we funded your refinance in September but was not. However, your previous mortgage company, Wells Fargo, should have been collecting reserves to pay this installment and refunded these funds directly to you after receipt of their loan payoff amount.

It is my understanding that in working with our Operations Manager, [redacted] the 2nd installment has been paid through an escrow advance and a reasonable agreement to spread the payment of this advance over 24 months has been achieved.

I apologize for your inconvenience in this matter and have authorized a refund of our $325 Underwriting and $325 Document preparation fees totaling $650 to be credited to your escrow impound account immediately.

If you have any further questions or concerns please feel free to contact me at (XXX) XXX-XXXX.

Sincerely,

Vice President of Consumer Lending

cc: [redacted], Chief Executive Officer, SAFE Credit Union

David [redacted], President/COO, SAFE Credit Union

[redacted], Director of Internal Audit, SAFE Credit Union

Revdex.com of NE Sacramento

Business' Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: Feb, 2, 2015 I bought a certified check in the amount of $1,271.35 made out to my mortgage [redacted] at SAFE Credit Union, the check was mailed to [redacted], but [redacted] never received the check was never received nor cashed by [redacted] or no one. I had to send [redacted] a second check and SAFE Credit Union for Feb. 2015 payment, PH [redacted] by a second certified check. I asked SAFE Credit Union to cancell that lost check and refund me $1,271.35 wiht no avail.Desired Settlement: Please help me in this matter. SAFE Credit Union 2295 Point Raod, Ste loo sa is I myst wait 3 months before a stop payment could be made and give me my money back for a $35 fee. SAFE PH1-8007337273

I am 86 years old and my wife is 84 severly disabled, we need our money to pay medical bills and eat on.

Sincerely,

[redacted], Senior Elders

Business

Response:

May 4, 2015

RE: Consumer complaint # [10599949]

Dear Mr. [redacted],

I am writing in response to the consumer complaint you filed with the Revdex.com on April 28, 2015 regarding a cashier’s check. In the complaint, you claimed that you purchased a SAFE Cashier’s check on February 2, 2015 in the amount of $1,271.35 made payable to your mortgage company [redacted]. You indicated that after receiving the cashier’s check, you mailed it and it was subsequently lost in the mail. You then asked our staff to place a stop payment on this cashier’s check and refund the full amount to you.

The Uniform Commercial Code indicates that a stop payment cannot be placed on a lost, stolen, or destroyed check reissued until 90 days after the original issue date of the check. However, a stop payment can be placed and a replacement check issued immediately if the member purchases a lost instrument bond. Although 90 days has not passed from the original issue date as of April 28, 2015, the decision has been made to make an exception and credit your account in the amount of $1,271.35. This amount was credited to your SAFE checking account on April 29, 2015.

SAFE is committed to delivering exceptional experiences, every time. Thank you for bringing this matter to my attention and trusting SAFE with your financial service. We look forward to serving you again soon.

Sincerely,

cc: [redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

Review: On 09/05/2013 I attempted to withdrawl $40.00 at the ATM at the bank and nothing came out.

On 09/05/2013 I tried to withdrawl $40.00 with negitive results. I attempted to try again and the ATM gave me the $40.00. I then went inside the bank and notified the teller with the reciepts and she said it will be cleard up by the end of the busness day. on my next statment it shows two $40.00 withdrawls on 09/05/2013. I have appealed as far as I could still the bank refuses to pay me my $40.00. that ATM needs to be audited to find my money, and they can apoligise for insenuating I was being dishonest.Desired Settlement: I want safe credit union to refund me $40.00. if they check the withdrawl right prior to me that day. I think they will find the problem there because the lady in front of me said something to the effect that the ATM was acting up but she got money out of it I didnt see how much she withdrew but there was at least 5 or 6 twenties in her hand and she was acting funny I'm positive you'll find the problem with the transaction prior to mine.

Business

Response:

Initial Business Response

RE: Consumer complaint # XXXXXXXX

Dear Mr. [redacted],

I am writing in response to the consumer complaint that you filed with the Revdex.com on October 29, 2013 regarding the ATM withdrawal transaction on September 5, 2013.

As you mentioned in your letter to the Revdex.com, the ATM charged your account twice and you did not receive all the funds debited. After researching this matter, the transaction details and dispute outcome have been discussed with the legal representative for this account. Regrettably, you are not listed as a legal representative. To ensure our accounts are handled with the highest level of security and privacy, we are unable to further discuss any specific account details. If any future questions arise, we welcome the legal account representative to contact us.

If you have any questions feel free to contact us at (XXX) XXX-XXXX.

Sincerely,

Central Processing Supervisor

cc: [redacted], Chief Executive Officer

[redacted], President and Chief Operating Officer

[redacted], Vice President

[redacted], Director of Internal Audit

Revdex.com of NE Sacramento

Supervisory Committee

Review: Interest rate increased with no formal communication.

My interest rate with Safe Credit Union increased 0.25% with no formal communication from the organization. When I called about the matter, no representatives wanted to provide alternate options and were unable to find the communication that should have been sent to me. I opened this card because of the interest rate offered, and although rates may change from time to time, formal communication needs to be provided prior to the interest rate change. Statement also processed recently and there was no documenation in the latest statement that states there will be an interest rate increase in the next few days. There is also no documentation on my safe credit union account online that even shows the interest rate increase. I was sent an alert on my phone from my mint bills where I view all of my accounts and they noticed the change. I called and confirmed the change with Safe CU and validated no communication was sent out nor was scheduled to be sent out. Bad customer service on behalf of Safe Credit Uinon.Desired Settlement: Interest rate to be returned to 9.9% and interest rate to be re-addressed in one year with formal communication. In additon, safe credit union needs to address communication of interest rate changes prior to the change to inform the customer the option if they would like to continue the relationship or terminate the credit card.

Business

Response:

January 27, 2016 [redacted]

[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

Consumer

Response:

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.

Review: My wife served me with separation papers. I then asked my wife for my safe bank card. My wife replied "No." I then called and reported my safe bank card stolen. Two days past and my wife reactivated my stolen safe bank card. At the very same time I was in the bank my wife was reactivating my bank card. Safe wouldn't help me. Safe proceeded to tell me there was nothing they could do -- due to my failure to protect.Desired Settlement: My full amount that was taken out of my account due to the bank reactivating a stolen card.

Business

Response:

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

Business

Response:

March 24, 2015 [redacted] 528 K Street Rio Linda, CA 95673 RE: Account #[redacted] Dear Mr. [redacted]: I am writing in response to your complaint regarding the blocking and reactivation of your SAFE Visa debit card. Our investigation determined that after blocking your card on February 24, 2015, a successful attempt was made to reactivate your card on February 26, 2015 by someone impersonating you and providing your personal information. Subsequent to this reactivation, you reported point-of-sale transactions totaling $618.39. I want to apologize for the erroneous reactivation of your card and assure you that SAFE Credit Union takes your account security seriously. We have reversed the point-of-sale charges you identified as fraudulent, in the amount of $618.39, as well as an additional $28.00 Courtesy Pay fee assessed due to this error. As a valued member of SAFE Credit Union, your satisfaction is our goal. If you have any further questions or concerns regarding this matter, please contact me directly at ###-###-#### or ###-###-####, ext. [redacted]. Sincerely, Vice President, Consumer Banking SAFE Credit Union cc: [redacted], President/COO [redacted], Vice President, Enterprise Risk Management

Review: I have been charged twice fees that were not unmerited nor unjustified charges. Representatives, including [redacted]n, were patronizing and "too sales" oriented. NO resolution was reached.These are the incidents when I was charged unauthorized fees:1)August 18, 2014$3.00 reason:Not using Bill paymy response:Bill pay was used on August 11, 2014 for the amount of $16.00.2)October 27, 2014$28.00reason:overdraft for balance over $50.00my response:My balance was $48.28 before the withdraw, thus my overdraft fee, according to the schedule, should of been $16.00[redacted]n, SAFE credit union representative confirmed that my balance was $48.28 before the $40.00 withdraw and that $28 was charged because account was overdrawn by $88.28. My response to her counter:Of course it will be $88.28, that includes the $40.00 withdraw. Account was negative 48.28 before withdraw.Desired Settlement: I want my accurate fee adjusted to $16.00 and representatives to adhere to fee schedule.

Business

Response:

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.

Review: I filed chapter 7 bankruptcy 9/22/09 and it was discharged 12/21/09. Case number XX-XXXXX-A-7. Safe credit union had been listed as a credit card.

The Safe credit union visa credit card had been discharged in the ch 7 bankruptcy. Letter of proof of discharge effective 12-21-09. They refiled the same credit card for the ch 13 bankruptcy which was discharged on 12/21/09. They are receiving money every month for a discharged credit card. This is not right. I want this discharaged credit card removed from the ch 13 list of creditors. My attorney did not tell me of a cut off date to object but I did mention it to him that this was for a credit card already discharged. Ch 7 case number XX-XXXXX-A-7 ch 13 case number XX-XXXXX. [redacted] is my trustree now but [redacted] was the trustree then. Please help resolve this as it is not right to be paid for a discharged credit card.Desired Settlement: The 1863 dollars already been paid by the trustree of ch 13 and removal of the bill listed of 10,665 on the ch 13 that was already discharged in ch 7 . I have proof of letter if needed. I never received a bill after 2009 from the credit card of Safe. Please resolve this.

Business

Response:

Business' Initial Response

I am writing in response to the consumer complaint you filed with the Revdex.com on June 17, 2013 regarding your bankruptcy filings and the unsecured claim on your SAFE Visa Credit Card account.

Your SAFE Visa was discharged in your Chapter 7 bankruptcy on December 21, 2009. On January 31, 2012, SAFE received notification of your Chapter 13 filing. Due to the SAFE Visa appearing on the list of unsecured debts, a proof of claim was filed. On April 10, 2012, SAFE's Bankruptcy Specialist received an endorsed approval of the proof of claim back from the courts.

When you contacted SAFE on June 18, 2013, the day after your complaint was filed with the Revdex.com, the Bankruptcy Specialist investigated the matter further and found that an objection had not been filed by you or your attorney with the courts regarding the proof of claim; therefore the Bankruptcy Trustee was sending payments to SAFE to be applied to your Visa. However, to help you resolve this matter, SAFE's Bankruptcy Specialist has withdrawn the claim and reimbursed $1,863.95 back to the trustee for re-disbursement. Included for your records, is a copy of the reimbursement check and letter to the trustee for the withdrawal of the claim.

If you have any additional questions regarding this matter, feel free to contact me at (XXX) XXX-XXXX.

Sincerely,

Recovery Manager

Enclosures

cc: [redacted], Chief Executive Officer

[redacted], President and Chief Operating Officer

[redacted], Senior Vice President and Chief Credit Officer

[redacted] Vice President Consumer Lending

[redacted] Assistant Vice President/Collections and Insurance Manager

[redacted], Director of Internal Audit

Revdex.com of NE California

Review: Customer service representatives repeatedly did not file proper paperwork for me to receive title of my vehicle, despite several calls over months.

I first called Safe to request an electronic lien release on a vehicle which I had paid of 3 years prior but never received the title. They told me it had been filed and to wait 3 business days. I called back 3 business days later and they told me it had been sent to the wrong address (I do not believe that it was ever mailed), and would now need to be mailed which would take 7-10 days. I called back after 10 days, and was told it had been mailed to my parents address despite that I gave them my personal address. My parents also never received it. I called back at 10 days later and was told that I would need to fax them a copy of my registration so that they could file the lien release again. I faxed the registration repeatedly to busy signals. I called to find out why it was not going through and was told that everything was ACTUALLY already sent to the DMV- never to my house. I made an appointment with the DMV for a week later, and when I arrived was told that the paperwork had never been filed. The car was then towed that day, and cost me $1,000. I was trying to get the paperwork at first to retire the car (for $1,000) and then missed the deadline to refile due to all of the delays by Safe Credit Union. My secondary plan was to donate the car to the Make a Wish Foundation, but I also could not do this without the title. Now Make a Wish will not get my donation, and I am $2,000 poorer because the customer service representatives repeatedly told me they were taking an action that was never taken. Desired Settlement: This company should at a minimum refund the $1,000 that I was not able to collect from car retirement because they refused to provide me with a lien release or title to my car within 30 days, despite multiple phone calls. Realistically, they have cost me $2,000 between the missed opportunity costs, and the costs incurred to the city when my car was towed as I waited for them to provide me with the necessary information. This has cost me hours upon hours of time and energy, in addition to the $2,000 monetary loss.

Business

Response:

Business' Initial Response

14 [redacted] Street

[redacted] Rafael, CA XXXXX-XXXX

RE: Consumer complaint # XXXXXXXX

Dear Ms. [redacted]:

I am writing in response to the consumer complaint that you filed with the Revdex.com on June 7, 2013 regarding a release of security interest for your 2000 Plymouth vehicle.

Your vehicle loan was paid off on May 21, 2010 and on June 11, 2010, SAFE Credit Union signed off the original title and mailed it to your address that was on file. On July 8, 2010 the title was returned to SAFE Credit Union due to the mailing address being an invalid address according to the United States Postal Service. On July 8, 2010, the original title was mailed to the address listed on the title along with instructions to take the title to the California DMV to have SAFE's interest removed.

When you contacted SAFE on May 16, 2013, the call center representative contacted one of SAFE's DMV representatives. This was the first time SAFE's DMV representatives were made aware that you had never received the title sent to you in July 2010. The DMV representative advised the call center representative to have you provide a copy of your current registration so a lien release could be sent to you to take to DMV to have SAFE removed as lien-holder. This step is required due to the fact that the original title is not in SAFE's possession as it was sent to you on July 8, 2010.

You state in your complaint:

"I faxed the registration repeatedly to busy signals. I called to find out why it was not going through and was told that everything was actually already sent to the DMV, never to my house".

I am unsure who you actually spoke with regarding this, however this information is incorrect. Since SAFE Credit Union actually held the paper title rather than an electronic lien, the release of interest would not have been processed electronically and SAFE would not have sent anything to the California DMV. Upon receipt of the title sent to you in July 2010, it would have been necessary for you to provide the title to the California DMV to have SAFE's lien properly released. Since this step was not completed, SAFE still appears as the lien-holder on title and registration.

You further state in your complaint:

"This company should at a minimum refund the $1,000 that I was not able to collect from car retirement because they refused to provide me with a lien release or title to my car within 30 days, despite multiple phone calls".

On June 3, 2013, SAFE Credit Union received a Notice of Stored Vehicle from the [redacted] Police Department indicating the vehicle had been abandoned on May 29, 2013. In addition, your vehicle had not been properly registered according to state law and the California DMV. Even if you had received the lien satisfied from SAFE, this action alone would not have prevented the towing of your vehicle due to abandonment and/or invalid registration. As of June 17, 2013, [redacted] Towing, which was where the vehicle was towed, has indicated that the vehicle was never recovered by you and was "junked" out with the permission of the [redacted] Police Department. Therefore, it does not appear that anything was paid to the tow yard to retain the vehicle. Since the title was properly released to you within the appropriate time frame, SAFE will not be reimbursing you the amount you have requested.

To resolve this matter, SAFE is waiving the requirement for you to submit a copy of your current registration or a DMV printout and instead have included a lien release with this correspondence. Please provide this lien release to the California DMV to remove SAFE from the title and registration of your vehicle. Please feel free to contact SAFE's DMV Specialist, [redacted] at (XXX) XXX-XXXX if you need any assistance with this matter.

If you have any additional questions regarding this matter, feel free to contact me at (XXX) XXX-XXXX.

Sincerely,

Recovery Manager

cc: [redacted], Chief Executive Officer

[redacted], President and Chief Operating Officer

[redacted], Senior Vice President and Chief Credit Officer

[redacted] Vice President Consumer Lending

[redacted] Assistant Vice President/Collections and Insurance Manager

[redacted], Director of Internal Audit

Revdex.com of NE Sacramento

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I understand that the information I was given by SAFE regarding next steps and whether the title had been sent to me or the DMV was incorrect. It was obviously incorrect, as I called 6 times and everytime I was given DIFFERENT information.

I did not register the car bc the DMV CAP program advised me that I did not need to, because I had applied to the car retirement program while the car was still registered. I had no reason to believe that SAFE would continue to drag this out for months until my car was no longer registered.

Unfortunately, [redacted] Towing is not a reputable business either, and charged me $500 in addition to keeping my car to junk it. Additionally, I had $500 worth of tickets on the car from the Police Department.

SAFES handling of this entire situation is an abomination. They should be ashamed of the way the do business and the way they treat their customers. A lien release is of no use to me now, as the car has already been "junked" as you know, and I have lost thousands of dollars as a result. I will never ever use SAFE again, and will advise everyone I know to find other credit unions for all purchases.

Review: Received a call at my place of employment after FIVE years advising me that my home will be foreclosed on if payment arrangements aren't made. My ex spouse was supposed to be making these payments. Not once was I notified in FIVE years via phone call or mail that payments weren't being made. In the meantime, Safe is advising that a $37k tab has now grown to $50k+. I was advised of this on June 10, 2015..still have not received any breakdown of how they came to this figure. When speaking with the collection officer, she was deaf to any pleas and advised that if I accept a low offer on my home, they will flat refuse to release lien on property. They also will review a short sale, but may or may not happen. I find this treatment of customers appalling. Her ending words that "you will not profit from the sale of this property in any way" I have had 3 auto loans with them and have paid off a prior HELOC with not one late or missed payment. I am still angry over not being notified of anything in FIVE YEARS!!! Terrible business.Desired Settlement: My desired resolution would be to work with me on charges...That I had no idea that were even happening! My home is up for sale...Safe CU doesn't care that I will be walking from property with nothing!!

Business

Response:

Dear Ms. [redacted]:I am writing in response to the letter you wrote to the Revdex.com (Revdex.com) on July 14, 2015, in reference to your previous experience with Safe and your current request to settle the interest owing on your 2nd mortgage.First, I would like to apologize if your recent interaction with SAFE did not meet your expectations. SAFE’s goal is to always provide exceptional service to our members regardless of their standing with the credit union.Your letter states “Received a call at my place of employment after FIVE years advising me that my home will be foreclosed on if payment arrangements aren't made. My ex spouse was supposed to be making these payments. Not once was I notified in FIVE years via phone call or mail that payments weren't being made.”On September 25, 2009, you indicated to staff that you would not be making any further payments to your SAFE 2nd mortgage as you were going through a divorce and were attempting to have your payments with your 1st mortgage lender modified. You indicated that if your 1st mortgage lender was unable to assist you, you would be walking away and letting your property go into foreclosure. At that time, you were advised that your failure to make monthly payments would not relieve you of your loan obligation. Additionally, you were advised that SAFE was willing to assist you with a possible workout solution if you provided documentation to support your hardship. The other options available to you at that time were to sell your property for less than the balance owed (Short Sale), or to pursue a Deed in Lieu of Foreclosure. According to our records, your 1st mortgage lender initiated foreclosure on June 23, 2010 and the foreclosure process was cancelled on December 15, 2010.Since you had discontinued making payments, SAFE chose to charge off the balance of your 2nd mortgage on November 16, 2009, and stop all collection activity. However, this does not terminate SAFE’s lien, nor does it eliminate SAFE’s right to foreclosure in your property. Since that last payment received in July 2009 interest has accrue and has accumulated in the in the amount of $15,800.90 as of the date of this letter. SAFE continuously monitors this property’s value as since market conditions have improved; it’s become apparent that there is sufficient equity in your property for SAFE to now initiate foreclosure.You also indicated in your letter “When speaking with the collection officer, she was deaf to any pleas and advised that if I accept a low offer on my home, they will flat refuse to release lien in property. They also will review a short sale, but may or may not happen”.In your conversation with [redacted] on June 18, 2015, [redacted] advised you that we could review your loan to see if we could assist in reducing your monthly payments with a possible modification. Additionally, [redacted] advised that she would attempt to work wit you on making an acceptable payment arrangement to avoid the loan going into foreclosure. You advised [redacted] that you were listing your property and that you would be unable to make any payment to SAFE. However, you wanted SAFE to reduce your interest so you could profit from the sale of your property. According to the valuation that SAFE was able to obtain on your property at the time; it appeared that there was sufficient equity in your property to pay the balances on both your 1st and 2nd mortgages, including accrued interest, in full.It is SAFE’s policy to request certain documentation so that your circumstances can be reviewed by upper management before a decision can be made to settle or waive principal or interest in a remaining loan balance. Upon receipt of a proposed offer, SAFE would obtain a full appraisal in your property to better assess the value and make a determination on how to proceed at that time. Please contact me directly upon receipt of an offer on your property. I hope that this clarifies SAFE’s intent in this matter. Please let me know if I can be of any further assistance. Sincerely,[redacted]Collections & InsuranceRecovery Manager

Review: I took a trip to Tokyo and was double charged for $507.33- I advised my bank (Safe Credit Union) and they opened up a case on July 28th 2015. I was notified on 10/7/2015 that they were going to close the case because they stated a correspondence was sent prior to this letter I received. I advised them that I never received this letter and I wanted to continue with the dispute. I was told by customer service reps that they spoke with there back office and they can not reopen the case because it was over 90 days old. I advised them of the address issue and I was told (So what, they still sent out a letter so now I was just out of luck). I ask to speak with a back office rep and I was told they don't speak with customer's in regards to the complaints and I would not be able to open it back up no matter what. I was told to contact [redacted] in regards to this issue, but I contacted [redacted] and they stated that your institution was in charge of opening up this complaint again and they are just the middle man. I was on the phone with Safe credit union for a total of 4 to 5 hours just getting the run around. I am just so feed up with telling my story to all these new reps that are not familiar with the situation starts to become repetitive.Desired Settlement: I would like the case to be re-opened and my $507.33 issued back to my account as soon as possible.

Business

Response:

Dear Mr. [redacted],I am writing in response to the consumer complaint you filed, #[redacted], with the Revdex.com on October 19, 2015 regarding your billing dispute with [redacted].On July 27, 2015 you opened up a billing dispute case with SAFE Credit Union to dispute a transaction for $507.33. We provided a provisional credit to your account on July 28, 2015. On September 16, 2015 we mailed the response from [redacted] to your current address on file. In this response the merchant provided evidence that the disputed double charge was in fact a separate authorization. The [redacted] provided two different signed receipts. One for 61,900 yen from July 11, 2015 and 30,000 yen from July 12, 2015.As outlined in the letter dated September 16, 2015, in order to continue the dispute, SAFE would have to be in receipt of a written response from you with details on the reason(s) for wanting to continue the dispute as well as evidence to prove that this was a duplicate charge no later than September 30, 2015.SAFE makes every effort to assist our members in resolving billing disputes. SAFE must operate within VISA dispute resolution rules to assist our members in these cases. Unfortunately, Visa sets very specific guidelines on time frames for dispute resolution, and if those time frames are not met, SAFE no longer has any disputing rights on behalf of our members.Since no response was received from you and SAFE had no evidence that this charge was a duplicate, a second letter was mailed to you on October 2, 2015 notifying you that the case was closed due to non-response and a failure to prove your claim based on the evidence that [redacted] provided. However, you still have the right to continue to pursue this dispute directly with the merchant.We truly appreciate your membership, and hope you will be successful in resolving this dispute with [redacted]. Please feel free to contact me directly if you have any other questions or concerns at [redacted].

Review: ME AND MY FIANCE GOT PRE APPROVED FOR A HOME LOAN END OF DEC, WE ARE BUYING A HOME AT [redacted], IT HAS BEEN A NIGHTMARE THAT NEVER ENDS. WE ARE DEALING WITH [redacted] AND MANY OTHER PEOPLE LOAN AND MANAGEMENT. WE WERE APPROVED FOR 209,000. AND 15% DOWN PAYMENT. WE HAVE SENT EVERY FORM YOU COULD ASK FOR 5 TIMES OVER. mY FIANCE WORKS FOR FRESNO FIRE DEPT 20 YRS , I WIRK FOR SAC COUNTY 16 YRS AS A DISPATCHER. WE MAKE OVER 150,000 A YEAR BETWEEN US. WE WERE TO CLOSE ON fEB 9 2014. WE HAVE HAD TO MAKE DAILY TRIPS TO THE BANK AND OTHER ORGANIZATIONS FOR INFORMATION THEY REQUESTED. THEY TOLD [redacted] HAD TO CLOSE 10 ACCTS AND ME 5 ACCOUNTS, WE HAVE PAID OFF 75% OF OUR ACCOUNTS AND NOW THEYSAY WE HAVE TO CLOSE THESE ACCOUNTS WICH HAS BROUGHT OUT PERFECT CREDIT SCORE DOWN DRAMATICALLY. WE HAVE TAKEN TIME OFF WORK FROM BOTH OUR JOBS DUE TO WE HAVE BEEN TOLD ON 3 OCCASIONS THAT WE WILL BE CLOSING THIS TUESDAY , ONLY TO STAY NEXT TO OUR PHONES AND HAVE NO ONE CA FOR OUR CLOSING LAST WEEK THEY TOLD [redacted] HE HAD TO HAVE VERIFICATION OF EMPLOYMENT, EVEN THOUGH THEY HAVE PAY STUBS AND TAX INFO, HE HAD TO GO TO HIS HUMAN RESOURSE DEPT AND HAVE THEM FAXED TO CREDIT UNION, BECAUSE WE WERE TOLD AGAIN WE WERE GOINT TO CLOSE TUESDAY, HE HAD THE FORMS FAXED AND LEFT THE NEXT MORNING TO SACRAMENTO FROM FRESNO, HE GOT TO MODESTO AND WAS TOLD THEY DID NOT RECEIVE THE FAX OF VERIFACATION. [redacted] HAD TO TURN AROUND AND GO BACK TO FRESNO HUMAN RESOURCE DEPT WHERE THEY SHOWED HIM COMFORMATION THAT THE INFORMATION WAS FAXED, HE ASKED THEM TO REFAX FORM. [redacted] GOT A PHONE CALL FROM [redacted] STATING THEY WERE IN A MEETING AND THE FAX HAD BEEN SENT THE DAY BEFORE BUT NO-ONE HAD CHECKED THE FAX MACHINE. WE WERE OLD TO STAY CLOSE TO OUR PHONE ON TUESDAT 2-18-14 BECAUSE WE WERE TO SIGN AT TITLE CO. WE SAT NEXT TO OUT PHONES ALL DAY AND NO CALL, THIS IS THE 3 RD TIME THIS HAS HAPPENED, THEY HAVE US JUMPING THRU HOOPS TO GET THEM INFORMATION, AND THERE IS NO COMMUNICATION FROM THIS DEPT. I WORK WEEKENDS AND HAVE TNDesired Settlement: THE NIGHT MARE CONTINUES YOU HAVE 35, 000 OF MY MONEY AND I STILL HAVE NO HOUSE, YOU HAVE CAUSED BOTH OF US SO MUCH STRESS THAT WE HAVE NEVER BEEN THRU THE NIGHMARE YOU HAVE PUT ON BOTH OF US. WE ARE WORKING PEOPLE WITH SOLID JOBS, AND WE ARE GOING TO GET AN ATTORNEY IF THIS ISNT TAKEN CARE OF ASAP !!

Business

Response:

I am writing in response to the consumer complaint which you filed with the Revdex.com on February 22, 1014. You referenced the delay of your home purchase and the experience you had with the Mortgage Officer and the Loan Department staff with SAFE Credit Union (SAFE), which closed on February 24th, 2014.

I would like to apologize for the inconvenience you experienced throughout this process. We expect our staff to deliver an exceptional experience to our members and we are greatly disappointed that we fail in this effort. The lack of communication on our part lead to a delay in processing and your inconvenience. Thank you for bringing this to our attention.

Please contact me if you would like to discuss this further at ###-###-####.