Seafood & Chicken Express

Complaint: [redacted] I am rejecting this response because: Honesty should be the key to trust others, and I don't see that with first mark credit union, because they credited it couple of fee's, and they stated that over than fee's needs manager's authorizationI was not happy with $credit from $NSF fee's, I was told come back and talk to manager, twice I attempted, but she was not there and nobody else could help me.On the second part, They called me on Dec 1st , and left a message, to contact first mark credit union , and I am going there to met with managerso multiple attempt made by first mark credit union is not a true statement Regards, [redacted]

Please find attached Firstmark Credit Union's response to the complaint filed by Ms [redacted] We appreciate the opportunity to respond to Ms [redacted] concerns and should you have any follow up questions, we will be happy to address them.We are in receipt of your correspondence of November 2, 2016, notifying us of a complaint filed with your office by Ms [redacted] We welcome the opportunity to address Ms [redacted] concerns and thank you for bringing this matter to our attentionOur Retail Department has reviewed the circumstances surrounding Ms [redacted] complaint and has provided the following summary: In early October, the Financial Center Manager at our [redacted] location spoke with Ms [redacted] about her father’s unfortunate health situation and her subsequent need to assist him with his financesAt the time, our manager explained that because Ms [redacted] was noton his accounts, we would be unable to allow her access without her father’s explicit permissionIt was further explained that he could provide such authorization by establishing a Durable Power of Attorney appointing Ms [redacted] as attorney-in-factRecognizing the urgency of Ms [redacted] needs, the manager did offer to provide some specific information she needed, provided her father could offer verbal approval by phone Unfortunately, on the day Ms [redacted] and her father contacted the credit union, the [redacted] manager was out of the officeThe manager did return their call upon her return the following day, but was unable to speak with our member (Ms [redacted] father) at the time.As of this communication, Ms [redacted] has spoken with the regional director for the [redacted] Financial Center and personally expressed her concerns regarding the service she receivedFirstmark certainly understands and appreciates the difficult situation Ms [redacted] and her father are facingOur desire is always to help our members, which includes ensuring the privacy and security of their accountsRegretfully, in this particular situation, the requirement to obtain the member’s authorization before releasing his account information constrained our ability to provide the immediate assistance Ms [redacted] was seekingWhile we wish her experience had been more satisfactory, we appreciate that she shared her frustrations with usOnce again, we thank you for the opportunity to respond to Ms [redacted] concernsShould you have any follow up questions, we will be happy to address them

Complaint: [redacted] I am rejecting this response because:In their response there are many contradictionsIt is stated that the credit card was cancelled "within the prescribed authority of our credit card agreement with the member." This is contrary to what it states in my credit report in which it sates that I choose to close itThe letter they send me at the time of the cancellation states that my credit scores were too low which is what I am disputingI have always maintained good credit but I was unable to verify the information.In this response Mr [redacted] states that there are "no records of the member contacting us (the credit union)" regarding the closingI have talked to several customer service representativesFrom the local credit union they have referred me to their credit card services, and from the credit card services they have send me to supervisors, and then back to the credit unionIf there are no records it might well be a reflection of the lack of accountabilityWhen I have asked representatives help and their names they do not provide it alleging that is against the rules and that any customer service representative would be able to follow upIt is until now that I have the time to review my credit report and, I have the energy or time to process a complainI definitely do not accept their response until my credit is repaired Regards, [redacted]

Response is attachedHave a great day

RE: Complaint # [redacted] To Whom It May Concern:We are in receipt of your correspondence of May 10, 2016, notifying us of complaint ID [redacted] filed with your office on May 10, We welcome the opportunity to address our member’s concerns and thank you for bringing this complaint to our attention.Our Lending Department has reviewed the circumstances surrounding the member’s concerns and has provided the following summary:Firstmark Credit Union (Firstmark) has an extensive file regarding this member’s concerns, and our records indicate the credit union undertook the appropriate actions necessary to resolve the matterWe understand Ms [redacted] may not be satisfied with the final outcome, but all actions taken were within the prescribed authority of our lending agreement with this memberWe can affirm that any funds recovered on behalf of this member’s vehicle were applied in accordance with that agreementIn this situation, those funds were first applied towards any outstanding balance owed to the credit union and then any remaining funds were returned to Ms [redacted] .Given the confidential nature of the details involved, we are unable to share further information within this forum and encourage the member to contact us directly should she wish to discuss the matter further.Once again, thank you for the opportunity to respond to our member’s concernsShould you have any follow up questions, we will be happy to address them

Good morning, Formal response has been attached Have a great day

Complaint: [redacted] I am rejecting this response because: We have heard all of this before and quite frankly, we do not want to hear from Firstmark We have opened a credit card through our regular banking establishment with a credit card service center at the same location not far our homeWe had to unfreeze our credit which took several days in order to get a new cardUnfortunately, we feel that we are not secure with the new chip in the credit card since our new chip secured card that was breached in less than a yearIf we have another security breach on our Firstmark account, we will immediately close the account and refer the matter to the [redacted] , [redacted] law firm in Dallas Regards, [redacted]

To Whom It May Concern:We are in receipt of your correspondence of May 27, 2016, notifying us of complaint # [redacted] filed with your office on May 26, We welcome the opportunity to address the member’s concerns and thank you for bringing this matter to our attentionOur Lending Department has reviewed the circumstances surrounding the member’s concerns and has provided the following summary:On May 31, 2013, a letter was sent to Mr [redacted] advising his credit card would not be renewed upon the expiration of his card and that the account would be closedThe reasons for this action were outlined in the letter, and the cancelation of the account was within the prescribed authority of our credit card agreement with the memberThe account was closed in June and Firstmark records indicate no late payments were reportedWe also have no record of the member contacting us regarding the letter or the account closureGiven the confidential nature of the details involved, we are unable to share any further informationMr [redacted] is encouraged to contact us directly should he wish to discuss the matter further or would like copies of the aforementioned documents.Once again, thank you for the opportunity to respond to our member’s concernsShould you have any follow up questions, we will be happy to address them

To Whom It May Concern:We are in receipt of your correspondence of May 25, 2016, notifying us of a consumer rebuttal filed in reference to Firstmark Credit Union’s (Firstmark) response to complaint ID [redacted] (originally filed with your office on May 10, 2016)The rebuttal indicates a disagreement with Firstmark’s disbursal of funds received as part of a claims settlement, which related to an automobile financed by the credit union on behalf of Ms [redacted] Specifically, she asserts the funds could not be used for any other purpose than to pay for the loan associated with the automobile.Firstmark acknowledges that Ms [redacted] may not be satisfied with the final outcome of her situation, but confirms that all actions taken were within the prescribed authority of the credit union, in accordance with her membership and lending agreementsThese agreements clearly grant Firstmark security for all obligations incurred with the credit union by Ms [redacted] This statutory lien includes the right to apply the balance of all accounts, and if any, interest or deposits, to any obligation on which the member is in default, including any share or checking accountsIn this situation, Firstmark undertook the appropriate actions necessary to ensure all outstanding obligations by the member were satisfied before disbursing any remaining funds.Given the confidential nature of the details involved, we are unable to share any further informationMs [redacted] is encouraged to contact us directly should she wish to discuss the matter further or would like copies of the aforementioned agreements.Once again, we appreciate the opportunity to respond to Ms [redacted] ’ concerns

Complaint: I am rejecting this response because: Unfortunately, There is a lot I expressed in my first complaint that was not addressedAs far as the level of Service that was not provided each and every time I visited the Branch, even after obtaining those Documents I needed too handle my fathers financesBeing asked too bring my bed ridden father into the Branch by there Branch Manager was totally uncalled for and was not addressed in there responseNor was the fact that my father occurred several late fees on his Mortgage and Branch Manager specifically told a family Friend which she spoke too on behalf of my fathers accts, As he had no authorization too do suchShe told My fathers family friend that all late fees would be waved, As she spoke to him for quite some time before I arrived that day I asked the branch manager that day, when I spoke to her in person, why was she speaking too a family friend about my fathers finances, and yet all I wanted her too do was try and reach out to my father over the telephone, and get his permission for her too speak with me on his behalfShe said No, she could not do soMy father had to initiate that callAs we did several times at got nowhereBranch manager was never availableShe was very unwilling too offer my father and myself any help but yet she speaks too a complete stranger about my fathers mortgage and accountWhy? She could not respond back too me when I questioned her about doing thisI have the persons name of who she spoke withAs he told me everythingI also asked the branch manager if there was any king of form or a letter possibly that my father could sign, write or fill out and return in order too get the help I needed I was told by another Branch that I should ask for the form, and they should be able too provide it She said there was no form that they do not do that., she said,"that my father had too come in person" and give his authorization in personThis Branch Manager should be disciplined, as she spoke too and gave personal information too a family friend of my fathers, which could have been a complete strangerAs well as asking me too bring my bed ridden father into her establishmentWill anything be done about this, I seriously doubt itMy father is very upset and unhappy with first markAll there concern on the phone, the second time I called was if my dad was going too pay his credit cardso sad indeedthank you Regards, [redacted]

Please consider this communication as receipt of the Revdex.com’s (Revdex.com) correspondence toFirstmark Credit Union (Firstmark), dated July 8, 2016, notifying the credit union of complaint# [redacted] , filed with your office on July 7, 2016, by Mr [redacted] We welcome the opportunity toaddress Mr [redacted] ’s concerns and sincerely thank you for bringing this matter to our attention.Our Member Contact Center has reviewed the circumstances surrounding Mr [redacted] ’s complaint andhas provided the following summary of events:Mr [redacted] completed Firstmark’s online new account application(s) on July 5, 2016, for thepurpose of becoming a new memberUnfortunately, the application did not initially meet theneeded requirements and was referred to our Member Contact Center for review, whichoccurred on July 6, Based on information provided by Chex Systems (a nationwidespecialty consumer reporting agency under the federal Fair Credit Reporting Act), it wasdetermined the application did not qualify for approval based on Firstmark’s standard criteriafor new membership As a result, no action was taken to process funding for the new account,and in accordance with the Equal Credit Opportunity Act (ECOA) and the Fair Credit ReportingAct (FCRA), an Adverse Action letter was mailed to Mr [redacted] on July 6, 2016, notifying him ofthe credit union’s decision.Member Contact Center Manager [redacted] spoke to Mr [redacted] by telephone on July 12, During their conversation, Ms [redacted] explained the reasons for Firstmark’s applicationreview and subsequent decision not to approve the requested accounts Mr [redacted] confirmedreceiving the Adverse Action letter on July 11, 2016, and expressed his understanding for thereasons behind the declined application He also stated that he planned to communicatedirectly with Chex Systems for the purpose of updating their records regarding his credit.When speaking to Mr [redacted] , Ms [redacted] extended an apology on behalf of Firstmark for ourfailure to more promptly respond to his request for a telephone call-back She assured him that substantive policy and training measures were being taken to correct any potentialcommunication issues between Firstmark team members, so as to avoid similar incidents in thefuture Mr [redacted] expressed his appreciation for the folland explanation of theincident and was satisfied with the immediate action taken by Firstmark personnel in responseto his complaintMs [redacted] encouraged Mr [redacted] to re-apply for membership once theoutstanding issue with Chex Systems was resolved.Once again, we thank you for the opportunity to respond to our member’s concernsShould you haveany follow up questions, we will be happy to address them

To Whom It May Concern: We are in receipt of your correspondence of June 7, 2016, notifying us of a consumer rebuttal filed in reference to complaint #*** (originally filed with your office on May 27, 2016). The rebuttal indicates a disagreement with Firstmark’s response regarding the closure of Mr*** ***’ credit card account in June Due to the privacy of the member, we are unable to divulge specific details of the account in this response, but we will attempt to better explain some areas of concern noted in Mr***’ rebuttalAs stated in our original response, Firstmark provided a letter to Mr*** dated May 31, 2013, outlining the reasons for the closure of his accountIn short, the credit union opted not to renew the member’s credit card upon expirationThis decision was made as part of the credit union’s ongoing loan risk assessment process, which includes a review of both the member’s account history and overall credit behaviorIn this situation, information provided by a credit reporting agency influenced our decision not to renew the accountAt the time Mr*** was notified, the letter he received included instructions and contact information for how to obtain a copy of the credit report used in our decisionAs stated in that letter, he had a right to request a free copy of the report from the reporting agency, provided that request occurred no later than days after receiving the notice from FirstmarkIt further described the member’s rights to dispute information contained within the report that was inaccurate or incompleteUnfortunately, based on Mr***’ complaint, it would appear he did not act within the required timeframe to receive this information or protect his rights of disputeFirstmark chose to report the account as “closed by consumer” because the credit card was not renewedThis is language commonly used by card providers in situations where the account is either not renewed or closed due to inactivityHad the account been closed for non-payment, we would have submitted a different code that would have shown the account as “closed by issuer.” Mr*** states his credit is in good standing and that may be true as of todayUnfortunately, the situation he contests occurred three years ago and is outside the scope of a reasonable period of time for dispute.We understand Mr*** may not be satisfied with this response, but we hope the additional information provided helps to clarify the circumstances involvedShould Mr*** wish to discuss the matter further, we would encourage him to contact us directly. Once again, thank you for the opportunity to respond to our member’s concernsShould you have any follow up questions, we will be happy to address them

We are in receipt of your correspondence of August 16th, notifying us of a complaint filed in your office by Ms*** ***We welcome the opportunity to address Ms***’s concerns and thank you for bringing this matter to our attention. Upon receiving the Revdex.com complaint on
August 16, 2017, Firstmark’s Lending Department was asked to research the concerns outlined in the complaint Our Lending Department has reviewed the circumstances surrounding Ms***’s concerns and provided the following summary: Ms*** provided information on her insurance coverage and signed a document acknowledging her agreement to carry insurance on the vehicle she purchased (copy is attached)She also signed an addendum highlighting the additional terms of the retail installment contract, with item # of this document noting the maximum deductible allowed of one thousand dollars (copy is attached). Firstmark monitors insurance coverage on all vehicles financed by the credit union, and beginning March 30, 2017, mailed a series of letters (copies are attached) to Ms*** advising her of the need to provide evidence she had the appropriate insurance coverage, as well as the maximum deductible we would allow. Firstmark placed collateral protection insurance (which is regulated by the department of insurance) on the vehicle as of July 10, 2017, to protect our interest in the vehicleWhile we certainly understand Ms***’s concern about the insurance expense, due to the risk associated with protecting uninsured vehicles, collateral protection insurance is a more costly insurance As outlined in the explanation above, Firstmark provided notice of our insurance requirements and reached out to Ms*** on multiple occasions in an effort to ensure she provided proof of insurance, to avoid the placement of collateral protection insuranceUnfortunately, as stated in her complaint, Ms. *** did not have adequate insurance and is responsible for the expense associated with the insurance Firstmark put in place At Firstmark Credit Union, we strive to preserve a relationship of trust and confidence with our members and desire above all to improve their financial well-being We appreciate the opportunity to respond to Ms***’s concerns and should you have any follow up questions, we will be happy to address them Sincerely, *** ***, SVP/Chief Risk Officer On behalf of *** ***, President/CEO Attachments: *** document.pdf

To Whom It May Concern:We are in receipt of your correspondence of June 15, 2016, notifying us of complaint #*** filedwith your office on June 14, We welcome the opportunity to address the member’s concerns andthank you for bringing this matter to our attention Our Lending Department has reviewed the circumstances surrounding the member’s concerns and hasprovided the following summary:Firstmark Credit Union’s (Firstmark) credit card processor attempted to contact our member,*** ***, on Sunday, June 5, 2016, to alert her to a potentially fraudulent transactionrelated to her credit card accountAt the time of the call, there was no one available and therepresentative left a messageThat same day, Mr*** ***, Ms***’ son and anauthorized user on her account, called the credit card processor in response to the message During the call, Mr*** confirmed the suspect charge as fraudulent, and the representativeimmediately initiated the fraud dispute processThis process involves the immediatetermination of the card to avoid any further fraudulent charges, as well as the initiation of anaffidavit for signature by the member and authorized userMr*** was advised the affidavitform would need to be returned before the charge could be officially placed under fraudinvestigationHe was also instructed to contact Firstmark’s cardholder service department torequest a replacement cardFirstmark’s records show Mr*** contacted the credit union byphone on three separate occasions, twice on June and once on June During the June conversations, credit union representatives responded to the authorizeduser’s inquiries by reaffirming the fraudulent charge information; and during the second call,attempted to transfer Mr*** to the appropriate department to process his request for anew cardUnfortunately, the call was terminated by Mr*** before the transfer could becompletedWhen Mr*** called back on June to check the status of a new card, he wasadvised a formal request for replacement had not been received and a card had not beenreissuedMr*** indicated his desire for a new card and requested it be sent out viaovernight deliveryThe representative advised there would be no fee for the new card, only acharge for the expedited serviceThe call was again terminated before the representative could finalize the rushed orderAs such, a replacement card was processed and sent via regular postalmailAs of this response, the new card has been issued and activated by the member The affidavit form sent to the member has yet to be returned, and it is important to note thecharge in question cannot be formally placed under investigation until it is received with theappropriate signaturesMs*** has days to respond with the completed affidavit toprotect her right of disputeOnce the affidavit is received by Firstmark’s credit card processor,the charge in question will be investigated and removed from the member’s outstandingbalance We understand a fraudulent situation can be stressful for our membersWe would like to ensure Ms.***’ right of dispute is protected and so urge her to return the provided affidavit in a timely manner.We hope the additional information provided here helps to clarify the situation and better outline therequirements needed to address the fraudulent chargeShould Ms*** wish to discuss the matterfurther, we would encourage her to contact us directly Once again, thank you for the opportunity to respond to our member’s concernsShould you have anyfollow up questions, we will be happy to address them

Please see the attached document for Firstmark Credit Union's response to complaint #***

Complaint: ***
I am rejecting this response because:There is only a small amount of detail from Mr *** *** concerning this issueWe have had multiple breaches with this Credit Union in the very recent pastIt is always a nightmare being bumped
from one department to the otherMastercard is only allowed to cancel upon the discovery of a breach but they cannot order a replacement card, we always have to go directly to the credit unionUnfortunately, the previous breach was in February and had to replace the cards with the new chip that is suppose to be fraud proof but is notI have dates, times and further notes concerning this issue and the previous issues with our credit breachesIn a previous breach, we had to go to the Credit Union off of *** in San Antonio, what a nightmare! horrible customer serviceWe live miles from San Antonio, so we really hate having to go down to any of the branches and besides, they seem put out when we do! Mr*** is more than welcome to contact us concerning our issues, we are after all the victims of this! I am very concerned that our security is not available 100% of the timeTo this day, Firstmark has not bothered to call us back concerning the breach and what there plan is to prevent a future breachMr*** is unaware of the print out of the two $credits they charged us and the fact that I had to call the credit Union about to be reversed! We have received our cards, unfortunately at some wait and horrible customer service! After reviewing other customer comments, it seems we are not the only ones getting the same treatment!
Regards,
*** ***

Please see attachedRevdex.com*** ***
*** *** ***
San Antonio ,TX
Dear *** *** :
This message is in regard to your complaint submitted on 8/5/5:56:PM against Firstmark Credit Union. Your complaint was assigned ID ***
The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to you. The contents of this message are below or attached. All responses will be copied to the companyPlease respond within calendar days or the complaint will be closed as assumed resolved. The text of your response may be publicly posted on the Revdex.com Web Site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in your responseBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate language
Regards,
*** ***
DR Specialist
MESSAGE FROM BUSINESS:
Please see attachedRevdex.com*** ***Firstmark Credit Union
PO Box
San Antonio TX 78270
Re: ID # *** - *** ***
Dear *** ***:
Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns.
We notified *** *** of your response and requested notification of whether or not a satisfactory resolution had been reachedRevdex.com has not heard back from the consumer Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.”
The text of your response may be publicly posted on Revdex.com’s website Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate languageIn the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer
RevDex.com develops and maintains Revdex.com Business Reviews on companies in our service
area This information is available to the public and is frequently used
by potential customers Your level of cooperation in resolving this
dispute is now part of your Revdex.com Business Review Each year, millions of
people contact Revdex.com for pre-purchase information, and your response to this
dispute will assist your future customers in making valuable pre-purchase
decisions.
We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future
Sincerely,
*** ***
DR Specialist
Revdex.com*** ***
*** *** *** San Antonio TX 78251 Re: ID # ***- Firstmark Credit UnionDear *** *** ,We have not received your response to confirm this complaint has been resolvedTherefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,*** ***| Operations Team

To Whom It May Concern: *** *** *** received notification from the Revdex.com referencing a “Customer Experience” from one of our members on November 18, 2015. We would like to thank you for the opportunity to respond to the concerns outlined in the letter
Upon review, it’s our understanding the following issue(s) presented in the complaint letter has been reviewed, addressed, and communicated to the member Member concern: not receiving a courtesy refund for half of the fees assessed on his account Credit Union response: *** *** *** acknowledges one of our member services specialists (MSS) spoke with the member on October 22, During that conversation, the MSS explained she was only authorized to refund two courtesy fees, which she applied to the member’s account that same dayAs the other fees in question involved higher amounts on an error not caused by the credit union, the MSS explained those would need to be approved by the branch manager, who was not in the office at the timeThe member seemed happy that the two fees were refunded and took the branch manager’s business card in order to contact the manager or return on another day As of December 1, 2015, the member has not yet contacted the manager; however, the manager has made several unsuccessful attempts to contact the member We believe we have provided the member with the courtesy of refunding fees for an error that was not performed on the credit union’s behalfWe are happy to discuss other options with the member and, as noted, have made several attempts to contact him as of December 1, 2015. At *** *** ***, we strive to preserve a relationship of trust and confidence with our members and desire above all to improve their financial well-beingPlease contact us if there are any questions or there’s a need for us to address any additional concerns. Sincerely, *** *** President/CEO

Complaint: ***
I am rejecting this response because I have attempted to speak to them numerous of times and they do not want to give me any details on this matterThey are unable to resolve in a professional matter due to the rude service I receive when I did speak to themI had to file chapter bankruptcy before they were paid by my automobile insurance due to Security Service repulling my vehicle so they can auction it and be funded for that and double dip by keeping my claim money, applying it again on top of the vehicles original loan amount, and using the same check funds to pay off a checking account that was applied to my bankruptcy already.
Regards,
*** ***

Good morning,
Formal response has been attached.  Have a great day.