SAFE Credit Union

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 ###-###-####.

Review: I am a new bank account owner and the credit union charged me $6 every time I used my ATM account without notifying me of this via e-mail or regular USPS mail. This has accrued to the amount of $90. before I found out about it. No one told me this was the practice. No one informed me of the process. The credit union should have let me know they were charging me this and/or explained the charge at the time I opened the account. The charges should be reversed and I should not be held responsible for this miscommunication.Desired Settlement: Credit account for charges and notify me if I have over drafted the account within 7 days.

Business

Response:

Please see attached response.

Thanks

Business

Response:

July 23, 2014

Review: While I'm usually a quite happy customer of Safe Credit Union, I am most unhappy with their communications problems. I have no way to escalate my complaint, as the corporate headquarters doesn't furnish any contact info and the call center personnel aren't knowledgeable. My issue involves both my house and my auto loans through Safe and their new insurance offices in Texas. The people in Texas do not seem to know what they are doing. They continuously demand proof of auto insurance, even though I have had the same policy for 10 years. Every 6 months they are demanding my policy again and again. Every time I think it is resolved, I get another nasty letter. I've never had this much trouble with any house or auto loan. I even talked to their insurance dept. in Lake Zurich ([redacted])regarding my home loan (as [redacted] is the servicer) to make sure that the Safe CU Insurance Dept. in Texas would have the correct info. There is some kind of disconnect with these people. Major communication issues. My insurance agents have presented them with my policies numerous times. Now they are trying the same ploy with my home insurance. Are these people not properly trained? Are they not following the procedures? Why can't they seem to get it right? I hate to use a public venue like Revdex.com to complain, but I'm totally frustrated at the poor communication within this organization.Desired Settlement: Please get my auto loan insurance information and my home loan insurance information correct. I don't care what it takes on your part, but I'm tired of receiving incorrect and erroneous nasty letters when the fault lies with your employees! Otherwise, I really do like your loan products and enjoy being a member, but being hounded all the time is really frustrating.

Business

Response:

April 7, 2016 [redacted]

[redacted] RE: Consumer complaint # [redacted] Dear Mrs. [redacted] 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 loan. Your 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 loan. In addition, you indicate your frustration with the lack of direct resources available to express your concern with receiving these letters. According to our records, a request for a current vehicle policy was requested September 30, 2015 as the last policy sent by the carrier showed an expiration of December 30, 2013. A policy was received for the missing period with a new expiration date of December 30, 2015. 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, 2016. It is required that the carrier send updated policies to the lienholder with each renewal. To 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, [redacted] ([redacted]) is our servicer for mortgage loans and does not have access to information related to our vehicle loans. The homeowner’s insurance policy for your home is paid from your escrow account and was renewed by [redacted] on February 16, 2016 and is currently in full force. The information you received from [redacted], indicating the insurance policy on your home had been lender placed, was incorrect and you will receive a letter from [redacted] confirming you have private insurance paid via your escrow account. I 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 again. I hope this letter clarifies this matter for you however, if you have any additional questions feel free to contact me at [redacted]. Sincerely, [redacted] Collection Manager

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.

Review: During the month of March 2015 I entered into an agreement with an online company called [redacted]. They are a company that deal with rent-to-own homes. They have a website that you can use for a certain timeframe and then you contact them to cancel. We cancelled the agreement within the correct timeframe. We were alarmed to discover that this company took $58.00 from our account a few weeks later. We called our Safe Credit Union branch on Bruceville road in Elk Grove, CA explained the situation and we were given a provisional credit and a dispute was filed on our behalf. We were further alarmed to discover that during the month of May, Safe Credit Union removed the provisional credit and placed the $58.00 back to our account. I spoke with [redacted] the branch manager who informed me that we did not meet the time frame to provide additional information for the dispute and thus they could not help us. I am a retired military veteran and am very dissatisified with this matter. I feel that Safe Credit Union is dropping the ball with this matter.Desired Settlement: I want Safe to return the $58.00 to my account.

Business

Response:

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]

Consumer

Response:

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

Review: I applied for an auto loan with SAFE on 3/9/16 and was instantly pre-approved. In reviewing my credit report a few days later, I noticed that the inquiry from SAFE was not listed as an Auto Loan inquiry. This is particularly important because [redacted] counts multiple inquires for auto loans within a 45-day window as a single inquiry. Since SAFE did not provide the correct purpose code to [redacted] when requesting my credit report, [redacted] does not recognize it as having been for an auto loan, and the inquiry is not grouped with my other auto loan inquiries. Instead, this inquiry is counted as its own separate inquiry and has a negative impact on my credit score. In sum, I did not grant permission to SAFE to pull my credit for any purpose other than an auto loan, and this inquiry was documented incorrectly in my credit file.Desired Settlement: I kindly ask that SAFE contact Transunion immediately to make a correction to this mistake.

Business

Response:

April 7, 2016

RE: Consumer complaint # [redacted]

Dear Ms. [redacted],

I am writing in response to 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.

SAFE’s credit bureau of choice, [redacted], sets up subscriber codes based on the lenders nature of business and purpose. SAFE Credit [redacted]’s nature of business is a credit [redacted]; therefore the first designation is coded as a credit [redacted]. 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 [redacted] is reported from [redacted] as an auto inquiry from a credit [redacted]. [redacted] 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 [redacted]

Sincerely

Consumer

Response:

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!

Business

Response:

April 14, 2016

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,