Scott Credit Union

In order to process the refund for $146, Scott Credit Union must verify insurance was in force from January 24, through March 24, Scott Credit Union has made repeated attempts to contact Mr [redacted] 's insurance company, but, due to privacy laws, the insurance company is unable to assist directly Mr [redacted] may contact the insurance company and have them provide proof of insurance or a letter of experience for the dates above Scott Credit Union is happy to facilitate a conference call with Mr [redacted] and his insurance provider in an attempt to resolve the issue

Scott Credit Union has completed the research on the dispute filed by Mr [redacted] A check in the amount of $2,payable to [redacted] M [redacted] drawn on [redacted] ’s account was presented and cashed at Scott Credit Union on July 22nd At the time of presentment there were no stop payments on this item This check was created via Mr [redacted] ’s Scott Credit Union's Online Bill Pay, a detailed timeline supporting this transaction has been provided below · 7/16/17- User logged in from a different device Access code was sent via a text, email or phone call to the information we have on file for [redacted] · 7/16/17- Access code entered and device registered · 7/17/– User logged in with the same IP address as on the 16th, temporary access code sent to the phone or email information we have on file for [redacted] · 7/17/– Device registered using access code sent · 7/17/– New payee of [redacted] M [redacted] was added · 7/17/– Check scheduled and sent 7/17/via mail to [redacted] · 7/22/– [redacted] M [redacted] cashed a $2,check at Scott Credit UnionDriver’s license and phone number were presented at the teller line To access SCU Online, Mr [redacted] ’s login name and password were entered During the above time frame the password to the user login was not changed nor was Scott Credit Union contacted or made aware of any intrusion or compromise during the timeframe listed above Under Scott Credit Union’s current Master Service Agreement, accepted by Mr [redacted] upon registering for an online account and bill pay, our decision of non-reimbursement is based on the following statements from that agreement: “The Member is solely liable for any losses, damages or unauthorized access to Member’s Accounts if Member accesses Services by public WiFi or other public access services Member is solely responsible for installing in Member’s computers and Communication Services systems such procedures, codes, firewalls and other security devices as are necessary to prevent the unauthorized use of Member’s computers, access devices, Security Devices or Accounts SCU reserves the right to block access to the Services if SCU has actual knowledge that any Security Device has been compromised or misappropriated, provided that SCU has no obligation of any kind to investigate or discover any such compromise or misappropriation and SCU shall have no liability to the Member for SCU’s failure to discover any such compromise or misappropriation”.Since the account activity noted above shows that the Bill Pay transaction was initiated through Mr [redacted] ’s SCU Online and Bill Pay account, and Scott Credit Union was not notified of any intrusion or compromise, the member is liable for the $2,loss as noted in the Master Service Agreement Therefore, Scott Credit Union will not be able to refund the $2, Since the account activity noted above shows that the Bill Pay transaction was initiated through Mr [redacted] ’s SCU Online and Bill Pay account, and Scott Credit Union was not notified of any intrusion or compromise, the member is liable for the $2,loss as noted in the Master Service Agreement Therefore, Scott Credit Union will not be able to refund the $2,

The Fraud Division at Scott Credit Union has again reviewed the comments from Mr [redacted] Our conclusion, as stated in prior communications were based on the following factsAt the time the bill payment was completed the username and password remained the same as the previous login information The Access Code was utilized for this transaction; this access code is only sent to Mr [redacted] ’s email address OR by textOur research confirmed [redacted] (Payee) has been associated with Mr [redacted] ’s addressMs [redacted] , upon negotiating the item provided her actual personal identifying informationScott Credit Union was never notified that a secured device, under the ownership of Mr [redacted] , was ever compromised or misappropriated Our recommendation is that Mr [redacted] continue his grievance with local law enforcement and associated police report

Prior to October 30th, the last insurance document received by Scott Credit Union was in September The policy was written as "continuous until cancelled", therefore, Scott Credit Union completes a follevery two years to ensure that coverage has continued when policies are written this way Letters were sent to Mr [redacted] on September 18, October 2, and October 23, as well as a phone call with a message left on September 20, 2017, requesting proof of insurance Mr [redacted] sent a copy of his insurance card as noted on October However, as it states in the correspondence that was sent, a full declarations page must be provided as proof of insurance Mr [redacted] contacted the credit union on October to resolve the issue and the credit union received the necessary information on October A full refund of insurance was applied to the member's loan on November

Complaint: [redacted] I am rejecting this response because: I notified Scott Credit union as soon as the fraudulent active was seenThe SCU manger at the [redacted] Branch informed me there was nothing they could do about itI filled a police report with the Belleville PoliceI was informed be several the financial institutions in Belleville this should have never happened if Scott CreditUnion would have had the appropriate security on-their systemTherefore SCU still owes me the $that they let slip through tier system.I Sincerely, [redacted]

The email sent to [redacted] in our Member Service Center has been reviewed Unfortunately, the correct information was not presented properly in the letter from [redacted] As stated in the previous response, in order to process the refund of $146, Scott Credit Union must verify insurance was in force January 24, through March 24, This can be completed via Letter of Experience from [redacted] and/or a conference call with [redacted] , Mr [redacted] , and Scott Credit Union If Mr [redacted] would like SCU to facilitate such a call, he is welcome to contact [redacted] or Alicia via the SCU Member Service Center ( [redacted] ) In order to facilitate the phone call, it is requested Mr [redacted] have a contact phone number and policy number for [redacted]

Scott Credit Union has completed the research on the dispute filed by Mr [redacted] A check in the amount of $2,payable to [redacted] M [redacted] drawn on [redacted] ’s account was presented and cashed at Scott Credit Union on July 22ndAt the time of presentment there were no stop payments on this itemThis check was created via Mr [redacted] ’s Scott Credit Union's Online Bill Pay, a detailed timeline supporting this transaction has been provided below.*7/16/- User logged in from a different deviceAccess code was sent via a text, email or phone call to the information we have on file for [redacted] 7/16/- Access code entered and device registered*7/17/– User logged in with the same IP address as on the 16th, temporary access code sent to the phone or email information we have on file for [redacted] 7/17/– Device registered using access code sent*7/17/– New payee of [redacted] M [redacted] was added*7/17/– Check scheduled and sent 7/17/via mail to [redacted] ***, Fenton, Mo63026*7/22/– [redacted] M [redacted] cashed a $2,check at Scott Credit UnionDriver’s license and phone number were presented at the teller lineTo access SCU Online, Mr [redacted] ’s login name and password were enteredDuring the above time frame the password to the user login was not changed nor was Scott Credit Union contacted or made aware of any intrusion or compromise during the timeframe listed aboveUnder Scott Credit Union’s current Master Service Agreement, accepted by Mr [redacted] upon registering for an online account and bill pay, our decision of non-reimbursement is based on the following statements from that agreement:“The Member is solely liable for any losses, damages or unauthorized access to Member’s Accounts if Member accesses Services by public WiFi or other public access servicesMember is solely responsible for installing in Member’s computers and Communication Services systems such procedures, codes, firewalls and other security devices as are necessary to prevent the unauthorized use of Member’s computers, access devices, Security Devices or AccountsSCU reserves the right to block access to the Services if SCU has actual knowledge that any Security Device has been compromised or misappropriated, provided that SCU has no obligation of any kind to investigate or discover any such compromise or misappropriation and SCU shall have no liability to the Member for SCU’s failure to discover any such compromise or misappropriation”.Since the account activity noted above shows that the Bill Pay transaction was initiated through Mr [redacted] ’s SCU Online and Bill Pay account, and Scott Credit Union was not notified of any intrusion or compromise, the member is liable for the $2,loss as noted in the Master Service AgreementTherefore, Scott Credit Union will not be able to refund the $2,

Initial Business Response / [redacted] (1000, 12, 2015/05/21) */ Mr [redacted] was contactedScott Credit Union has refunded his money and he indicated he was pleased with the outcome

After reviewing the statement and account history, it appears the service Mr [redacted] received was less than the exceptional service we strive to provide our members The request of a refund in the amount of $represents the remaining two [redacted] premiums and a portion of the credit life and disability premiums Please note that a refund check will be issued in the amount of $which represents all [redacted] refunds and all credit life and disability premiums The check, along with the attached letter, will be mailed to Mr***

Initial Business Response / [redacted] (1000, 5, 2016/02/12) */ To resolve confusion regarding payments made early in Member provided check copies to SCUSCU successfully matched the check copies to payments posted to the member loan and found no discrepanciesSCU also found no missing payments Member ceased paying on the loan in October On January 4, and January 10, SCU attempted to explain that the early payment issue was resolved and the current payment issue was from lack of payment since October Member refused payment and advised SCU to recover the vehicleVehicle was repossessedSCU spoke to the Member after repossession on February 1st, 2nd, and 4th and Member made no request for the return of the vehicleSCU spoke to Member on February 11, and member refused to take the vehicle backMember stated that it was not worth it to keep a vehicle that was worth so much less than the balanceSCU offered to resolve the repossession for less than the past due amount and Member refusedSCU has offered the Member their desired resolution and the member has refused stating he was "upside down in that car three times more than what it's worth anyhow" and "it's really no big loss on my part."

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ This member's skip a pay form was submitted in the time frame requestedI have refunded the late fees on his loans and ensured that the proper month's payment was skippedI also refunded the credit card online payment fee as a courtesy because of this mix-upI have spoken with him and he is satisfied with this solution Thank you, [redacted]

This is the absolute worst credit union or financial institution I have ever done business with! Avoid them! I wasted 15 yrs of my financial life with this bunch of narcissists. I am a twice widowed mother and they gouged me for 20k in o/d fees in that 15 yrs refused to give me a low interest loan or credit card but instead pushed their courtesy pay overdraft protection, charging me unlimited $27 fees a day and their ready reserve line of credit at 18%! I finally got out and opened two new accounts elsewhere and dumped them for good but have informed the regulators and going to contact a lawyer. They are also claiming a non profit tax status but gouging widows and now getting their slimes, greedy hands in investments! One day they will have to answer to God for all and I pity them those of us who are Christians and have read the Bible know that those who harm the widow and orphan will face the wrath of God, nothing angers him more!

Upon research of Mr***’s account, it was determined that the address had been entered incorrectly. Due to this, the statement and notices sent by Scott Credit Union were not received by the member. Scott Credit Union has refunded the late fee and interest that accrued because of
this error. Additionally, the Collateral Protection Insurance fee has been refunded and this loan is currently paid in full. The lien release has been expedited to the member’s correct address. We sincerely regret the issues that occurred on Mr***’s account and have corrected them

Scott Credit Union has reviewed the complaint filed by Ms***.Scott Credit Union notified Ms*** on several occasions regarding an issue concerning her automobile insurance According to Ms***'s insurance provider, there was no insurance on her automobile from February 4,
- March 17, Scott Credit Union is unable to provide a refund for CPI coverage unless Ms*** is able to provide proof of insurance during the dates of February 4, - March 17, 2017.If Ms*** believes this information is incorrect, she would need to contact her insurance agent/provider for more information

During the months of May and June of Ms*** completed multiple debits to her account without making any deposits. These transactions caused Ms***’s checking to have a negative balance. The member was sent regular correspondence regarding the balance and on July 23,
2014, after the account was negative for days, the balance was charged off and sent to the credit reporting agencies. On September 14, Ms*** deposited enough funds pay the debt in full. SCU sent an update to the credit reporting agencies indicating the debt was paidOn December 12, Ms*** contacted SCU via email stating that her credit bureau indicated SCU was reporting a balance on her charge off. SCU reconfirmed that the account was reporting closed with a zero balance. Since Ms*** did not indicate which reporting agency she was reviewing, as a courtesy, SCU sent an update to all reporting agencies to ensure they were all reporting the debt closed with a zero balance. SCU informed Ms*** of the update via a response to her email request

Initial Business Response /* (1000, 5, 2015/08/07) */
Contact Name and Title: *** *** C.O.O
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@scu.org
We have reviewed the complaint referenced above and confirmed that all GAP, Warranty and Insurance payments were applied to the loan
Per the complaint no payments were made from the time of the accident until the Insurance settlement was received, causing the loan to be delinquentAs a courtesy we have adjusted payment history with the three major reporting agencies to reflect no delinquency

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Ms***’s account went negative on September 26, 2016. A letter was sent on October 27, notifying Ms*** that her account was pending closure. On November 28, 2016, an additional letter was sent to Ms*** informing her of the account statusMs*** contacted
Scott Credit Union on December 2, and was informed of the account status. Ms*** paid the account in full on December 31, 2016.Ms*** may request the account to be re-opened now that the balance has been returned to zero by visiting one of our branches in person

Dear Mr. [redacted]:Please find this letter as a response to your recent complaint with the Revdex.com.  I apologize the refinance did not happen the way as you intended.  Please see below in response to the alleged complaints:1. At your discretion, you may apply for a loan with...

any company at any time.  2. You state you had a different company selected originally to refinance your home.  Scott Credit Union (SCU) does not know the status, nor is SCU able to comment on another company's application.  3. SCU does not currently have a, nor ever had a "No Charge Policy" for mortgage loans.  4. If you have issues regarding your foreclosure with [redacted], you would need to contact them directly, as SCU is unable to comment.  At this time SCU regrets that we are unable to complete the refinance of your home, required documentation was sent to you explaining the reason(s) SCU is unable to complete the refinance.  If you have any further questions, please contact me at [redacted]. With Regards, [redacted]VP of Mortgage Lending

Complaint: [redacted]
I am rejecting this response because:
I have provided proof of insurance for the requested dates multiple times to multiple people at Scott Credit Union. The last time I emailed the requested to Stacey with member services on 4/28/2017, which she acknowledged receipt of. Please note Scott Credit Union currently has a hold on my check from my insurance company due to a hail damage loss that occurred on Feb 28th, 2017 because they are listed as the lien holder on my insurance check. If they are forcing me to pay for their insurance perhaps they should cover the loss and not my insurance company. I was told initially by Corey at the O'Fallon branch after personally giving him my proof of insurance from 21st that a refund would be processed in a few days. This was over two months ago.
Sincerely,
[redacted]