Attn: [redacted] Ref: [redacted] Name: [redacted] The above mentioned member has brought up several reasons as to why they should not have been accessed a feeBelow is my response: The USSFCU monitors electronic traffic and we have no outages for any period of time as outlined by [redacted] We due however conduct periodic system maintenance which is primarily done in the very early morning hours not to impact our member serviceOther temporary outages may occur but have a minimum impact on our members · We have an afterhours call center open hours a day seven days a week · The USSFCU has a hour telephone automated service called TeleAction in which most transactions can be done · All Credit Unions are regulated in regards to electronic transactions referred to as REG E The USSFCU policy has been to refund only two overdraft fees as a courtesy only to our membersAny additional fees would be refunded only in the case of a Credit Union errorAs outlined above there are numerous ways to bank with USSFCU and we maintain consistency with our policies Please let me know if I can be of any further assistance Respectfully, James R [redacted] Vice President Sales & Service
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I am not looking for any money or any compensationI just want them to own their mistakes and bad service and work hard on fixing themJust today, they deposited extra paychecks into people's accounts (to include my husbands) by mistake, just this morningAccording to my husband's employer (also a government agency), they have numerous complaints alreadyThey have already investigated on their end and now have to contact the Senate Federal Credit Union to fix the problemMeanwhile, this could cause havoc with people's accountsOnce again, I stand by my decision that this agency needs to begin a clean up of their issues and mistakes and BEGIN NOTIFYING PEOPLE of the problems and any changes instead of punishing the customer and putting the blame on them
Regards,
*** ***
Attn: [redacted]
"">
Ref: [redacted]
Name: [redacted]
The above mentioned member has brought up several reasons as to why they should not have been accessed a feeBelow is my response:
The USSFCU monitors electronic traffic and we have no outages for any period of time as outlined by [redacted]We due however conduct periodic system maintenance which is primarily done in the very early morning hours not to impact our member serviceOther temporary outages may occur but have a minimum impact on our members
· We have an afterhours call center open hours a day seven days a week
· The USSFCU has a hour telephone automated service called TeleAction in which most transactions can be done
· All Credit Unions are regulated in regards to electronic transactions referred to as REG E
The USSFCU policy has been to refund only two overdraft fees as a courtesy only to our membersAny additional fees would be refunded only in the case of a Credit Union errorAs outlined above there are numerous ways to bank with USSFCU and we maintain consistency with our policies
Please let me know if I can be of any further assistance
Respectfully,
James R[redacted]
Vice President Sales & Service
Attn: [redacted] Ref: [redacted] Name: [redacted] The above mentioned member has brought up several reasons as to why they should not have been accessed a feeBelow is my response: The USSFCU monitors electronic traffic and we have no outages for any period of time as outlined by [redacted] We due however conduct periodic system maintenance which is primarily done in the very early morning hours not to impact our member serviceOther temporary outages may occur but have a minimum impact on our members · We have an afterhours call center open hours a day seven days a week · The USSFCU has a hour telephone automated service called TeleAction in which most transactions can be done · All Credit Unions are regulated in regards to electronic transactions referred to as REG E The USSFCU policy has been to refund only two overdraft fees as a courtesy only to our membersAny additional fees would be refunded only in the case of a Credit Union errorAs outlined above there are numerous ways to bank with USSFCU and we maintain consistency with our policies Please let me know if I can be of any further assistance Respectfully, James R [redacted] Vice President Sales & Service
We are empathetic to our member, but based on history we stand by our decisionRespectfully James R***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I am not looking for any money or any compensationI just want them to own their mistakes and bad service and work hard on fixing themJust today, they deposited extra paychecks into people's accounts (to include my husbands) by mistake, just this morningAccording to my husband's employer (also a government agency), they have numerous complaints alreadyThey have already investigated on their end and now have to contact the Senate Federal Credit Union to fix the problemMeanwhile, this could cause havoc with people's accountsOnce again, I stand by my decision that this agency needs to begin a clean up of their issues and mistakes and BEGIN NOTIFYING PEOPLE of the problems and any changes instead of punishing the customer and putting the blame on them
Regards,
*** ***
Attn: [redacted]
"">
Ref: [redacted]
Name: [redacted]
The above mentioned member has brought up several reasons as to why they should not have been accessed a feeBelow is my response:
The USSFCU monitors electronic traffic and we have no outages for any period of time as outlined by [redacted]We due however conduct periodic system maintenance which is primarily done in the very early morning hours not to impact our member serviceOther temporary outages may occur but have a minimum impact on our members
· We have an afterhours call center open hours a day seven days a week
· The USSFCU has a hour telephone automated service called TeleAction in which most transactions can be done
· All Credit Unions are regulated in regards to electronic transactions referred to as REG E
The USSFCU policy has been to refund only two overdraft fees as a courtesy only to our membersAny additional fees would be refunded only in the case of a Credit Union errorAs outlined above there are numerous ways to bank with USSFCU and we maintain consistency with our policies
Please let me know if I can be of any further assistance
Respectfully,
James R[redacted]
Vice President Sales & Service
We are empathetic to our member, but based on history we stand by our decision.
Respectfully
James R[redacted]