Seafood & Chicken Express

Complaint: 11799507
I am rejecting this response because: Unfortunately, There is a lot I expressed in my first complaint that was not addressed. As 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 finances. Being asked too bring my bed ridden father into the Branch by there Branch Manager was totally uncalled for and was not addressed in there response. Nor 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 such. She 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 behalf. She said No, she could not do so. My father had to initiate that call. As we did several times at got nowhere. Branch manager was never available. She was very unwilling too offer my father and myself any help but yet she speaks too a complete stranger about my fathers mortgage and account. Why? She could not respond back too me when I questioned her about doing this. I have the persons name of who she spoke with. As he told me everything. I 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 person. This 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 stranger. As well as asking me too bring my bed ridden father into her establishment.. Will anything be done about this, I seriously doubt it. My father is very upset and unhappy with first mark. All there concern on the phone, the second time I called was if my dad was going too pay his credit card. so sad indeed. thank you.
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 attention. Our 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 finances. At 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 permission. It was further explained that he could provide such authorization by establishing a Durable Power of Attorney appointing Ms. [redacted] as attorney-in-fact. Recognizing 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 office. The 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 received. Firstmark certainly understands and appreciates the difficult situation Ms. [redacted] and her father are facing. Our desire is always to help our members, which includes ensuring the privacy and security of their accounts. Regretfully, 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 seeking. While we wish her experience had been more satisfactory, we appreciate that she shared her frustrations with us. Once again, we thank you for the opportunity to respond to Ms. [redacted] concerns. Should you have any follow up questions, we will be happy to address them.

Response has been submitted, please see attached.

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, 2016. We welcome the opportunity to address the member’s concerns and thank you for bringing this matter to our attention. Our 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 closed. The 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 member. The account was closed in June 2013 and Firstmark records indicate no late payments were reported. We also have no record of the member contacting us regarding the 2013 letter or the account closure. Given the confidential nature of the details involved, we are unable to share any further information. Mr. [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 concerns. Should you have any follow up questions, we will be happy to address them.

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 home. We had to unfreeze our credit which took several days in order to get a new card. Unfortunately, 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 year. If 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]

Our response to the member's complaint is attached. Thank you!We are in receipt of your correspondence of June 27, 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 June 14, 2016).  
The rebuttal indicates a disagreement with the lack of detail provided in our initial response regarding a
potentially fraudulent charge to the member’s credit card account, as well as concerns with the overall
process involved with the reissue of new cards and her service experience.
Given the confidential nature of our member’s information, we are limited in what we can share
through a public forum like the Revdex.com. We can affirm that Firstmark’s credit card processor routinely
monitors for potentially fraudulent activity for the protection of all members. And in this situation, the
card processor identified a possible fraudulent transaction and immediately contacted the member to
notify her. This information was shared in our previous communication of June 23, 2016; since then, we
have received the necessary signed affidavit from the member and initiated a formal inquiry.  
While the card processor conducts the fraud investigation, the amount in question is placed in suspense
and the member is not responsible for that amount while it is under examination. If a determination of
fraud is made as a result of the inquiry, then the amount will be permanently removed from the
member’s account. Should the investigation produce a different conclusion, the member will be
contacted.
With respect to the member’s concern about the new card fee, the system does automatically generate
a $5 replacement fee when a new card is requested. However, a representative from the credit union’s
credit card department immediately refunded those fees at the time of issue because these cards were
being requested as a result of potential fraud.
EMV chip cards do make fraud more difficult, but not impossible. The increased security available
through the chip is contingent on a merchant’s ability to accept EMV cards. If a merchant is not setup to
use an EMV card reader, then the liability for any fraudulent transaction remains the responsibility of
the merchant.
So that we can better understand Ms. [redacted]’ frustrations, a member of our executive team will contact
her next week to personally discuss the situation.  Once again, we appreciate the opportunity to respond to our member’s concerns.  
Sincerely,[redacted]
President/CEO
NT/mak Our response to the member's complaint is attached. Thank you!

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 member. Unfortunately, the application did not initially meet theneeded requirements and was referred to our Member Contact Center for review, whichoccurred on July 6, 2016.    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 12,2016.  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 follow-up and explanation of theincident and was satisfied with the immediate action taken by Firstmark personnel in responseto his complaint. Ms. [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 concerns. Should you haveany follow up questions, we will be happy to address them.

Response is attached. Have a great day.

Complaint: [redacted]
I am rejecting this response because:In their response there are many contradictions. It 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 it. The letter they send me at the time of the cancellation  states that my credit scores were too low which is what I am disputing. I 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 closing. I have talked to several customer service representatives. From 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 union. If there are no records it might well be a reflection of the lack of accountability. When 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 up. It is until now that I have the time to review my credit report and, I have the energy or time to process a complain. I definitely do not accept their response until my credit is repaired.     
Regards,
[redacted]

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, 2016. 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 matter. We 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 member. We can affirm that any funds recovered on behalf of this member’s vehicle were applied in accordance with that agreement. In 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 concerns. Should you have any follow up questions, we will be happy to address them.

Complaint: [redacted]
I am rejecting this response because: I was only able to open one attachment that shows the contract.  The section that states how many days I have to provide the correct coverage is blank.  Also, the contract states there will be a cpi charge but it does not say how much it will be.  Due to Progressive's error I did provide correct insurance for 2 months so they should prorate the penalty.   The penalty coverage they are charging me is for 12 months.  I have made all my payments on time and now on top of the penalty they are threatening late fees while I dispute the cpi.  I only recieved 1 letter warning me about the insurance and I fixed it same day I got the letter.  Next I received one more letter in July saying payment was increased after my July due date.  I called the next day and they would not explain the fee in detail only that it is required and nothing I can do about it.  This last Saturday, which was August 26th I received a letter dated August 12th saying  I had until the 22nd.  Again, the cpi penalty for 2 months is way to high for a penalty.  The vehicle has proper coverage now and there has not been any damage or claims.  
Regards,
[redacted]

On December 3, 2015, [redacted] was notified by your office of a rebuttal filed by our member regarding our December 1, 2015, response to the member’s complaint submitted to you on November 8, 2015.  We would like to again thank you for the opportunity to respond to the concerns outlined in the rebuttal filing and offer more clarification regarding points of dispute.
Member concern:   After receiving courtesy refunds from a Firstmark member service specialist for two NSF fees assessed on his account, the member expressed concern regarding the required manager approval for the remaining fees and was frustrated that the manager was not available at the time of this transaction.  Additionally, the member felt that the Credit Union was deceptive in its original response in enumerating the number of times the manager attempted to contact him after the above described transaction. Credit Union’s response to rebuttal:  On December 1, 2015, the branch manager made two attempts to contact the member, leaving voicemails with manager contact information. Receiving no response, the manager once again made an attempt on December 2, 2015, to contact the member and left a third voicemail, but received no response.    However, on December 3, 2015, the member visited the De [redacted] location to conduct several transactions on his account, giving the branch manager the opportunity to sit down with him to address his concerns and resolve his complaint. In that meeting, the member shared additional information regarding his situation and the manager consequently agreed to refund the remaining 12 fee charges, totaling $336. The member expressed appreciation for this resolution and indicated he would notify the Revdex.com to withdraw his complaint. At [redacted], we strive to preserve a relationship of trust and confidence with our members and desire above all to improve their financial well-being. Please contact us if there are any questions or there’s a need for us to address any additional concerns.  Sincerely, [redacted]President/CEO[redacted]

Please see attached response.

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 2 fee's needs manager's authorization. I was not happy with $56 credit from $358.00 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 manager. so multiple attempt  made by first mark credit union is not a true statement.
Regards,
[redacted]

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 agreements. These 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 accounts. In 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 information. Ms. [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: [redacted]
The company has not resolved my request on showing proof of the breakdown they used for my claim check distribution. They did not suppose to even uses a claims check to pay off other accounts other then the loan that it was specifically for.
I am rejecting this response because they are not allowed to pay off an old closed checking account because this CLAIMS check was for ONLY the auto loan assigned. To utilize a claims check for any other area is illegal.
Regards,
[redacted]