SECU credit union

To whom it may concern:We received notice of a complaint received in your office from [redacted] regarding some charges assessed to her account.in reviewing the account history, we found all the fees to be correctly assessed, in accordance with SECU's policies outlined in our Agreement and Disclosure brochure, and similar to fees assessed throughout the banking industry,In reviewing the specific account history, there were a total of fees assessed due to the checking account not having sufficient funds to pay three items presentedThe member had a balance of $at the time the first item, an ACH withdrawal for $130,00, was submitted for payment, SECU paid the item, assessed a fee and the remaining negative balance of -$75,was not sufficient to pay the subsequent two ACH transactions submitted for payment,On February 19", SECU contacted [redacted] to discuss her concerns [redacted] incorrectly thought that opting out of Courtesy Pay meant no fees would be charged which is not the caseWe clearly outlined all of our overdraft programs including courtesy pay and everyday debit card overdraft coverage with [redacted] to ensure her understanding of her options and how fees are assessedWe also confirmed her desire to be opted out of courtesy pay resulting in checks and ACH stems being returned and fees being assessed if appropriate,Given [redacted] 's assertion that the two transactions submitted via [redacted] were submitted in error and her request to not be opted in to courtesy pay, SECU credited her account a partlal refund of $on 2/19/ [redacted] stated she was pleased with our resolution of the matter and appreciated our explanation of the overdraft coverage and how transactions post to accountsLastly, we followed up with [redacted] via email to confirm the details of our conversation and offer additional assistance with any concerns,in summary, SECU is committed to clearly disclosing and fairly assessing charges to our members and showing leniency in our policies where warranted.if you have any additional questions or desire additional information, please feel free to contact me by dialing ###-###-####.Sincerely,

To whom it may concern:We were informed of a second notice of complaint received in your office from *** *** disputing that SECU has not resolved the issues in her original complaintUpon receipt of her initial complaint, SECU contacted *** *** on 2/19/After talking with her and thoroughly explaining our overdraft options, *** *** stated she understood how transactions post and why she was charged the fees, She thanked us for contacting her and we considered the matter resolved,In her follow up complaint, *** *** alleges that SECU incorrectly charged her twice for transactions and cancelled a duplicate deposit as a form of retaliation, Between her visit to a SECU branch on 2/29/and the emall that was sent to *** *** on 3/2/16, we have continued to try to address *** ***'s concerns by explaining the transactions on her account.To summarize the explanations provided to *** ***;1.in regards to the *** *** transaction, no fees were accessed to her account and her account was not charged twiceWhen we spoke to *** *** on 2/19/2016, we explained that SECU will only place a hold on the funds for a check card transaction for hours and if the item is not presented, the funds will become available in the account againWhen the item is presented for payment, SECU will pay the item regardless if the funds are still in the accountThis was the case with the *** *** transaction where *** *** made a purchase but it was not submitted to SECU for several daysFor the *** complaint, we explained that SECU cannot choose the account to debit when an item is presented to be paid but rather can only charge the account number that was submitted by the merchant, Please note that as a courtesy, SECU refunded the two fees relating to the *** charges on 2/19/16.With the returned check deposit, this was processed per our quality review and not part of any retallation against *** *** *** deposited the same check via mobile banking and the ATM, as shown clearly in our response to her, and SECU debited her account for the duplicate transactionSince we understand that sometimes entry errors can occur, SECU refunded the $returned check item fee as a courtesy.We are including the response that was sent via email to *** *** on 3/2/as well as our original communication following our verbat discussionAs of 3/7/2016, we have not received a response from her and Consider her issues resolvedReceived: Mar 08:38am *** *** *** *** *** ***If you have any additional questions or desire additional Information, piease feel free to contact me by dialing ###-###-####.Sincerely,Adrienne A*** Assistant Vice President, OperationsSECU AVP, Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
This response inaccurately reflects the concerns that I have with SECU.
 
My expectations in opting out were that any charges that came to the account that could not be covered would be declined unless it was a check, in which a return check fee would be assessed.
 
I have other accounts with other banks, so if my SECU checking card declines a payment, I pay with another account. 
 
I have found that SECU continues to opt me back in so that fees will be assessed. SECU also clears a charge and then drops it off the account and reposts it days later in order to assess fees. But since I have opted out, these reposts by SECU assessed fees which should have never happened. This is my complaint.
 
When a charge is pending on the account, SECU should not wipe it off and recharge it 4 days later, which continually happens.
I have also received retaliation in making this complaint as SECU has failed to deposit a valid check inciting that it is a duplicate, which it is not. I also contacted the issuer of this check and confirmed that the check was not a duplicate, but was in fact valid. SECU is riding a line of fraud here.
Regards,
[redacted]

To whom it may concern:We received notice of a complaint received in your office from [redacted] regarding some charges assessed to her account.in reviewing the account history, we found all the fees to be correctly assessed, in accordance with SECU's policies outlined in our...

Agreement and Disclosure brochure, and similar to fees assessed throughout the banking industry,In reviewing the specific account history, there were a total of 3 fees assessed due to the checking account not having sufficient funds to pay three items presented. The member had a balance of $84.33 at the time the first item, an ACH withdrawal for $130,00, was submitted for payment, SECU paid the item, assessed a fee and the remaining negative balance of -$75,67 was not sufficient to pay the subsequent two ACH transactions submitted for payment,On February 19", SECU contacted [redacted] to discuss her concerns. [redacted] incorrectly thought that opting out of Courtesy Pay meant no fees would be charged which is not the case. We clearly outlined all of our overdraft programs including courtesy pay and everyday debit card overdraft coverage with [redacted] to ensure her understanding of her options and how fees are assessed. We also confirmed her desire to be opted out of courtesy pay resulting in checks and ACH stems being returned and fees being assessed if appropriate,Given [redacted]'s assertion that the two transactions submitted via [redacted] were submitted in error and her request to not be opted in to courtesy pay, SECU credited her account a partlal refund of $60 on 2/19/16. [redacted] stated she was pleased with our resolution of the matter and appreciated our explanation of the overdraft coverage and how transactions post to accounts. Lastly, we followed up with [redacted] via email to confirm the details of our conversation and offer additional assistance with any concerns,in summary, SECU is committed to clearly disclosing and fairly assessing charges to our members and showing leniency in our policies where warranted.if you have any additional questions or desire additional information, please feel free to contact me by dialing ###-###-####.Sincerely,