Service 1st Federal Credit Union

August 17, 2017Dear *** ***:I have outlined below a timeline of the transactions surrounding the complaint ID referenced above:The member’s car loan payment is due the 14th of every monthPayments from the member (customer) for this loan have been received by Service 1st using various services
(mobile deposit, phone transfer from checking, personal check mailed to our Lewisburg branch) since her payments began on January 14, 2017.On July 14, 2017, the car payment was due in the amount of $201.70, the balance in her checking account was ($4.49)No instructions were received from the member regarding the payment due on July 14, 2017.A $deposit was made via our mobile deposit service to her checking account on July 17, This deposit brought her account balance to $No instructions were received from the member regarding the loan payment due on July 14, The mobile deposit services were never disabled as stated in the complaint.On July 18, 2017, a check deposit of $via our mobile deposit service was made to the member’s checking accountThe check was a personal check drawn from an account at PSECUNo hold was placed on the check depositNo instructions were received from the member to transfer funds from the checking account to make the car loan payment.On July 21, 2017, a check deposit of $was made via our mobile deposit service to the member’s checking accountThe check was a personal check drawn from an account at PSECUNo hold was placed on the check depositNo instructions were received from the member to transfer funds from the checking account to make the car loan payment.On July 31, 2017, Service 1st (Lewisburg office) received a personal check drawn on PSECU in the amount of $The check was received by US MailNo instructions were received with this deposit, only the account number was written in the memo section of the checkNo instructions were received from the member to transfer funds from the checking account to make her car loan payment.On August 1, 2017, our Contact Center Representative, Donna received a call from the memberA transfer of $was made from the member’s checking account to make the car loan payment that was due on July 14, The payment exceeded the 10-day grace period and a $late charge was applied to the loan balance.Additionally, the April 14, and May 14, payments were received after the 10-day grace period and were also assessed the late charge of $for each month.Our collection department has never made a call to the member.The member’s checking account has never been assessed an overdraft fee.The car loan payment due on August 14, is currently past due.The member continues to use their Service 1st checking account to make deposits utilizing our mobile deposit service, uses their Service 1st debit card to make purchases, uses ATMs to make cash withdrawalsI would be glad to honor the member’s request to close the account; however, they need to discontinue using their checking account.I hope I have outlined the sequence of events adequatelyIf you have any questions, please feel free to contact me a ###-###-####.Sincerely,Karen W.Chief Experience Officer