Shell Federal Credit Union

Hello MrYarde, Thank you for the opportunity to investigate this matterShell FCU takes every member compliant seriously and we will work to resolve this issue as expeditiously as possibleThank you for your time and I will be in touch with you as our investigation progresses [redacted] DeLunaVP of RiskShell Federal Credit Union

Shell Federal Credit Union values it's members and takes a proactive approach when alerted to any and all member complaintsIn reference to this complaint filed by Mr [redacted] ***, members of the management team have contacted Mr [redacted] and a full investigation is currently underwayDue to the nature of this complaint which involves a debit card dispute with a third party vendor, Mr [redacted] is aware that the debit card vendor allows up to thirty days for it's investigation into this disputeShell Federal Credit Union has maintained open communication with Mr [redacted] throughout this process and will alert Mr [redacted] when an outcome is determined

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, My daughter still cannot open a new account, even when a representative advice me on the phone to do soOnce my daughter went to the branch she was notified that she could not open a new account.My daughter has responded to all their callsThis investigation has taken too long and we have not been kept up to date how the investigation is going.Very disappointed on the resolution of this fraud case

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reached shell credit union after I submitted this case .Mrs*** has contacted me and reopened the case to perform a proper investigationI have contacted her and have every confidence that she will properly handle my issues

An investigation was launched in response to a complaint submitted by our member, *** ***, on March 16, After thoroughly investigating the series of events leading up to the issues noted in this complaint, it was determined that Shell Federal Credit Union failed to close Mr
***'s account upon his request in January Contact has been made with Mr*** and as of today, Shell Federal Credit Union has removed the fee charged to Mr***'s account and the account has been removed from reporting as a collection item in ***On March 28, 2016, Mr*** made a deposit to his account to resolve the negative balance and once his form of payment is cleared through his financial institution, the checking account in question will be closedA follow up call will be made to Mr*** once this action is takenWe would like to extend a sincere apology to Mr*** for this errorIf further action is needed, Mr*** is welcome to contact Shell Federal Credit Union's Risk Manager, Dawn ***, directlyThank you for the opportunity to respond to this complaint

In response to Revdex.com Case # ***, Shell Federal Credit Union is currently investigating a fraud dispute filed by our member Amanda *** on January 23, We immediately initiated an investigation into this matter after receiving the disputeThroughout the course of our investigation, Shell
FCU has been in contact with Ms*** regarding the status of her disputeDue to the electronic origins of the transactions in dispute, we asked Ms*** for her assistance in our investigation and at this time, our investigation is pending as we await further contact from Ms***Shell FCU attempted contact by phone with Ms*** on February 24, , but we have not received a responseOn March 1, 2017, Ms*** was informed in person at one of our branch locations that in order to complete our investigation, we require further contact with herAs of March 3, 2017, Ms*** has failed to respond to our requests for assistance. Shell FCU strives to resolve all complaints in a timely manner and to the satisfaction of our membersWe appreciate this opportunity to respond and we hope to hear from Ms*** soon so this matter can be resolved. Please contact me with any questions or concerns regarding this matter.Sincerely,Dawn ***VP of Risk Shell Federal Credit Union713.844.0674Dawn.***@shellfcu.org

Hello MrYarde, Thank you for submitting your receiptsThe receipts accurately reflect two late fee charges that were assessed to your loans; one $*** fee on Loan in January and one *** fee charged on Loan in FebruaryOne receipt that you submitted has an amount circled that is actually *** in interest; this is not a feeIf you review the mini statement you provided on the same page, you circled ***, however, this was not a fee but a finance charge (interest)The fee field on that mini statement shows $0.00. I have attached receipts that show the fees you were charged and the fee that was waived in January for Loan For Loan 04, there is proof that we reimbursed you for the fee that was charged in FebruaryThe attachment that I have provided clearly shows that we charged two fees and that one was waived and the other was recently reimbursed. I sincerely apologize for any confusion this matter has causedIf you would like to discuss this matter further, please feel free to contact me at your first convenienceI can be reached at *** Thank you for your timeDawn DeLuna

Revdex.com I have blatantly rejected their explanationIt is indeed false/untrueI am very aware that $is interest and not a late fee, but you did charge a late fee of $for loan in January and $in fees on loan There is no indication that any fees were waivedYou have failed to provide the dates and time of the waiver, You are so untrue, you said thee the fee was refunded in February and then you said that the fee was refunded recently in AprilThese are two conflicting sentencesYou need to issue me my $because this is thief on your part to make profit for the credit unionWhy do you also cheat customers of their hard earned monies? You nee to stop or I will have the internal revenue investigate this bank.Loan Loan 4PAID: $ $110.00PRIN: $ $ INT: $ $2.72FEE: $ $ TOTAL: $I paid $on loan why only $was paid to principalWhat is The $20.00, why was it charged and not added to the principal as payment? Am I the one lying? NO don't think so, the mimi- statements shows all the infoThe $that you are referring to is the total interest over the course of the loan and that has no bearing on the caseYou lie too much when the facts are clearly stated by your receipts that you provided Laon shows the break down as wellLook at is closelyYou need to issue me my full refund of $There was no waiver involved at anytimeNone of the statements I received shows any refundsIf no fee was charged for loan why was the principle payment was not $Why was the principle for loan not $Where did these late fees charged went to.
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,

Hello Mr. Yarde, Thank you for the opportunity to investigate this matter. Shell FCU takes every member compliant seriously and we will work to resolve this issue as expeditiously as possible. Thank you for your time and I will be in touch with you as our...

investigation progresses.  [redacted] DeLunaVP of RiskShell Federal Credit Union

Shell Federal Credit Union values it's members and takes a proactive approach when alerted to any and all member complaints. In reference to this complaint filed by Mr. [redacted], members of the management team have contacted Mr. [redacted] and a full investigation is currently underway. Due to the...

nature of this complaint which involves a debit card dispute with a third party vendor, Mr. [redacted] is aware that the debit card vendor allows up to thirty days for it's investigation into this dispute. Shell Federal Credit Union has maintained open communication with Mr. [redacted] throughout this process and will alert Mr. [redacted] when an outcome is determined.

Shell Federal Credit Union has investigated the complaint filed by member Susan [redacted]. The results of this investigation conclude that there is sufficient documentation on file to support the transactions in question. Shell Federal Credit Union, in accordance with Regulation E, requires...

consumers to provide an affirmative consent , or opt-in, prior to being charged fees for overdraft services for ATM and one-time debit card transactions. Mrs. [redacted] signed a Reg E Opt In Consent Form in October 2010 and this form is on file with the credit union. The members of Shell Federal Credit Union have the option to opt-out of this service at anytime and Mrs. [redacted] consented to opt -out of this service on February 3, 2016. In an attempt to resolve this matter, a courtesy refund was issued to Mrs. [redacted] in the amount of $200.00. Although Mrs. [redacted] has requested a refund totaling $1,200.00, Shell Federal Credit Union is limiting the amount of  refunds in this matter to the $200.00 already issued. Shell Federal Credit Union values it's members and takes all complaints seriously. The actions taken in response to this issue were carefully considered and based on the supporting facts of this investigation, Shell Federal Credit Union stands by this decision.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  My daughter still cannot open a new account, even when a representative advice me on the phone to do so. Once my daughter went to the branch she was notified that she could not open a new account.My daughter has responded to all their calls. This investigation has taken too long and we have not been kept up to date how the investigation is going.Very disappointed on the resolution of this fraud case.