Sierra Central Credit Union

At first the overdraft protection was one of the best things I've ever seen from a bank. It allowed transactions to go through if it slightly overdrew your account. Which is important with it being so hard to manage all these subscription charges companies get you stuck into. Now if you overdraft by a few dollar it charges you $25. Ever since the upgrade it doesn't feel like protection. It feels like robbery. Taking on the fee methods of giant corporate banks and the upgrade makes me think I'm better off with a larger bank anyway because at least I'd be paying for the 24/7 customer services they offer and accessibility if I was going to put myself in a position to get fees for minor things.

SCCU did a major changeover of their system in October 2022, which has been a disaster for me.

A. I lost access to my checking account history online. I check this daily to monitor transactions and now cannot without going into the branch to request a printout of the statement. Who wants to do that? They cannot help me restore access. I called the main number (also a problem as I’ve been on hold for as long as 20 minutes) and was told the problem was on my end, not theirs, and to go to the branch so they could walk me through it. I did and had to walk out after waiting longer than I had time for. Came back a week later and sat down at the manager’s desk with my apologies for barging in, and showed him the problem on my iPad. He got a branch ipad and had me log in and the same situation happened on their ipad. He then got a second ipad and got the same results. He suggested I clear cookies and internet history and did so with no change to my account access.

I cannot access my deposit history either. I am flying blind with my finances and it’s unbelievably stressful.

I’ve not had online access to my checking account for over two months now. This is absolutely unacceptable.

B. I have two loans (auto and heloc) that I had on auto pay. In the changeover, the auto pays were cancelled. But I could not access my checking account to see if the payments had been made. It wasn’t until the Asset Recovery people called me asking why I hadn’t made my payments that I knew they hadn’t been. I was charged late fees for these. I asked for them to be reversed, but I don’t if they have been because I can’t access my checking account…

C. I got online on November 3 to make my November mortgage payment (1st mortgage). On about the 25th, I was called yet again, asking why my mortgage payment had not been made. I freaked and thought I’d forgotten. And since I couldn’t access my checking account, I couldn’t verify whether the money left my account or not. So I made it again. Then went into the branch the next day and got a printed statement and saw I had indeed made the payment. But my mortgage was not credited with EITHER payment. They money is gone from my checking account, but my mortgage doesn’t reflect it, and as far as I know, my mortgage is in arrears.

I have an 830 credit score and I’m going to be furious if this affects it negatively.

As it turns out, my current mortgage is not even live online. It shows an old mortgage which was paid off nearly two years ago. ? This is still the case over two months after your Big Changeover.

I don’t know what’s current and what’s not. I’m almost totally blind.

Can anyone in this company help me? Does this concern anyone? That you have a member who you have caused so much grief?

I am prepared to move as much of my finances to another institution which might better serve me, but I can’t move everything, and this would be a huge hassle for me for numerous reasons, most of which I’m sure you can guess.

I can’t even find a way to email someone there. They really make it tough to reach them, which is alarming for a place that where a good portion of my finances are.

My entire family came down with Covid and I wanted to defer my payment just one month and all they want me to do is run a credit check to get the approval it doesn’t make sense to take a hit on my credit just to get approval to move my payment out 30 days because of Covid their policies suck and I will never do business with them again once my loan is paid off these guys are heartless and they can care less about your well-being. You

In the process of closing my account and going with a professional credit union.
I haven't had any problems with the bank itself, but the customer service associates are HORRIBLE! If I could I would give the customer service at Sierra Central negative zero stars for their unprofessionalism and rudeness. Roberta (customer service associate) and Theresa (Yuba City Headquarters/Asset recovery associate) are the definition of unprofessionalism, poor phone etiquette, and unacceptable customer service. I reached out to get some information regarding MY account, Roberta and Theresa both expressed attitudes towards me as if I was irritating them for wanting information and clarity about MY account. When I called back after having the phone hung up in my face by Theresa, who seemed irritated at the fact that I had told her that my car payment was already made, and asked to speak with a supervisor or someone in a high position, Theresa badgered me for several seconds about what my reason for needing a supervisor was for. She informed me that her supervisor was out of the office and that she could transfer me to their voicemail. I let her know that would be great, Theresa immediately tried to change the tone in her voice, and disregard the fact that she had any ill manners when previously speaking with me and that she was simply asking a question. I acknowledged that she was indeed asking questions, but the tone and her delivery was unwelcoming, unprofessional, dismissive, and demanding. I did not appreciate being called and spoken to in that manner. I also let Theresa know that my complaint was directed towards her and her poor customer service as she tried to rush through the conversation and transfer me to the supervisors voicemail, which by the way never happen, due to Theresa hanging up in my face for the second time after I expressed to her how her tone came off and the perception that it created of her from my perspective. Theresa and Roberta obviously do not like the jobs they applied for and that is clearly expressed in their tones. Whether they recognize it or care, Theresa and Roberta are hurting this business.

I have been a member for over 3 years and have nothing but exceptional customer service from other associates (Juan, Jessica). I trust that this is not the way that Sierra Central does business, as and that you will mention my concern of there being a lack of professionalism, welcoming and engaging phone etiquette with customer service associates in the wider company, but especially with Theresa and Roberta who need to trained in professionalism, regarding this incident.

Don’t know where to start with this nightmare. Not your normal cup of tea. This institute is just a big fat no. No idea how this place was able to secure my Car loan - but I die a bit each month when I have to STRUGGLE TO FIND OUT A WAY TO PAY THESE AES. THANK YOU- trust me - you should NEVER DO ANY BUSINESS WITH THEM. THEY WILL SCREW YOU.

Believe every bad review you read on yelp or whatever- they have hurt my score because guess what - the only way to pay my car loan was with a “coupon “ in the mail!? My established banking bill pay was not good enough. The customer service is a joke - a joke ! The only way to pay is via snail mail. Also they won’t confirm their terms on late payment. The o my reason I was late was because I COULD NOT FIND A WAY TO PAY THEM. THEY ARE HORRIBLE. THEY BLOW THEY SUCK AND THEY CANNOT FIX IT NOR DO THEY CARE AT ALL.

RE: Revdex.com Complaint ID#- *** *** ***, This is a retort to the aforementioned complaint number filed on 4/28/for our member *** ***As Mr*** has indicated he has signed an agreement to furnish insurance which clearly indicates his obligation to furnish full coverage insuranceHe
also has signed a sales finance contract which in section 2d, clearly states he must have physical damage insurance covering loss of or damage to our vehicle for the term of the loanThe term of the loan begins on the date he signed the contractBoth documents are legal bindingMr*** indicates the date to provide the seller insurance was left blankThis is only a date to provide the seller the insurance informationThis does not allow the member to forego insurance therefore Mr***’s interpretation of his requirement to have insurance is nullAlso, the entire paragraph refers to the note and security agreement which again clearly states the unit must be covered for the term of the loanWhen Mr*** called our office his statement was that he did not have possession of the unit therefore he assumed the dealership covered it with their own insurance policyAt no time did Mr*** call us to question if this was suitableIt was only after our placement of the collateral protection insurance did Mr*** file a complaintPlease note, collateral protection insurance is standard in the auto finance industryThe separate contract is there to ensure the member understands their obligationThis is not an angle for any finance company to gain extra money as Mr*** suggestsInstead it is a tool to ensure our collateral backed loan is fully protected in the event the member doesn’t cover our collateralMr*** did not cover our collateral from 1/16/to 3/27/We paid our insurance provider $This amount is what we expect to be reimbursed since we covered the collateral during this time frameAlso, Mr*** was provided a series of letters indicating he did not have the coverage neededWe sent a letter on 2/10/15, 3/10/and on 4/7/(see attached)In plain terms it describes his obligations and how to provide this information to usNone of which prompted a response from himIn final, Sierra Central understands that these circumstances ariseWe offered Mr*** an opportunity to place the added insurance to the back of his loan which would allow him to make his contractual obligation without increasing it for the reimbursement of the insurance we paid forHe declined this remedyRegards

We have researched the members request with our insurance services specialist and below is a timeline and explanation of all charges to the member:3/26/15 -The member had Collateral protection insurance premium added to her loan in the amount of $2592 due to a lapse in her policy. 4/14/15 Partial...

refund of $2017.00 - the payment was adjusted to $444.06 to cover the CPI for the lapse in coverage (original payment was $396.00)- She made her April and May payment at the higher amount.  In June she then made a $400 payment and at that time it did not satisfy the June payment (since payment is 444.06)7/20/15 she made another $400 payment and at that time it satisfied her June payment so her payment rolled the due date to July8/24/15 she made her July payment of $400 and she had money in partial pay so her date rolled to August9/17/15 she made a payment of $580 and again she had money in partial pay so this completed her Aug and Sept payment rolling her due date to Oct.9/30/15 She received another CPI refund in the amount of $575 and this completed the full CPI Refund 9/30/15 Her payment was adjusted back to the origianl of $396.30 and the additional monies paid were put in partial pay ($294.00) and she was still due for OctoberSince then she has made her October November and December payments and is due for January 1/20/16.So all the premium that the member made was refunded and applied to the loan.  There were a fue late charges due to the added CPI that we are going to reverse for her, which totals $66.75. If there are any other questions, she can contact our Insurance Services specialist, [redacted]Thank you![redacted]VP Community Relations

Good Morning [redacted]-[redacted], I was trying to respond to the rebuttal complaint that both you and [redacted] sent because I received more information but it wouldn’t let me respond so I am trying this avenue.  Our response below: ·         We have made all necessary refunds as well as waived all necessary late charges pertaining to this members CPI.   I would offer a resolution to come to main office for a detailed review with our CPI resident expert and the VP of Asset Recovery as it is very difficult to ensure the member is clear on the pay history of the loan and why she is not due any other type of monies.As I read Ms. [redacted] original response as well as her retort it is becoming more clear that she is expecting actual cash in hand.  This is not the way it works.  When a member fails to provide proof of sufficient insurance and has been notified via mail on multiple occasions to do so, all funds applied to CPI when paid by the member are applied directly to the members loan.  In this case an overage towards her next payment.  I have never seen or been asked to cut a check back to a member for insurance payment and overage. On 1/27/15 we sent the original notice to the member advising their insurance was not in compliance and another  on 2/24/15.  On 3/17/15 State National placed a call to the members insurance company to which we were unsuccessful in verifying proper insurance coverage.  On 3/25/15 we forced placed the coverage, approximately 60 days from the original notice sent to allow time for the member to provide proof of insurance.  On 4/13/15 we were able to confirm coverage on our unit but with a lien holder issue.  Right away a partial refund was given. Finally on 9/30/15 her insurance company provided all of the necessary information for the member to be credited total of funds.    I can state that all information once received is expedited very promptly to ensure the refunds are handled with little or no difficulty.  The dates referenced are proof this has occurred.  Not only that but we must count on the member and/or their insurance carrier to provide the correct information as we did not purchase the policy.  It took them from 1/2015 to 9/2015 for total resolution to the policy issues.It would be best if Ms. [redacted] contacted our Insurance specialist, [redacted], directly to review her transaction history together, as it is correct.  Ms. [redacted] is also welcome to meet with her in person or her supervisor as a part of resolving this dispute.Thank you,[redacted]

I am rejecting this response because: In April 2015 4/15/15. I went to Sierra Credit Union payed a payment and had to pay $45.00 extra for insurance I all ready had, I showed then I had insurance St Farm they said they did not care and kept charging me insurance. They would not drop their insurance the next month they still wanted $445.00 they still had their insurance on my truck they would not drop their insurance on my truck they would not except my insurance company St Farm I have had for 30+ year. Their putting their hands right in my pocket and taking my money away from me they said I had no insurance 2 months later so I showed them it in their office in Yuba City. They said they did not care and wanted $175.00 right now or they would not give me my receipt. I told them that is all I had to get home on. They said they did not care they said I owed it.

Good Afternoon,Visa regulations only allow us to recover funds from 90-120 days from the date of the transaction.  The date of transaction was last year on February 4, 2014. Below are timeline of the events:3/1014 -[redacted] contacted [redacted] to dispute a fraudulent transaction on his...

credit card.  A letter was sent out to him explaining credit to account was temporary and that the affidavit must be signed and filled out within 7 calendar days.  3/12/14 - His account was given a provisional credit of $4500.4/17/14-Based on the affidavit [redacted] received from the member, it was determined that the transaction was not fraudulent. A letter was sent to Mr. [redacted]  asking for more information to proceed and the letter stated the new affidavit needed to be returned within 7 calendar days. 5/12/14-The requested information was not received.  A letter was sent to Mr. [redacted] explaining reason for denial and the the provisional credit would be reversed in 10 calendar days.5/23/14 - $4500 was reversed from his VISA11/26/14- [redacted]'s daughter, [redacted], was listed as Power of Attorney.  1/28/15 - [redacted] contacted [redacted] to inquire about the dispute.  At that time, the dispute was past the 120 days timeframe.  12//28/15-  Received complaint from Revdex.com.In conclusion, Sierra Central followed procedure in trying to help Mr. [redacted] recover funds from the merchant.  Because we did not get the information required to continue the dispute, we no longer have any chargeback rights due to the timeframe allowed to dispute the transaction per VISA.  Attached are supporting documents.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
"I will be going in to the credit Union and per the company request will talk to [redacted]."You can close this case as resolved.

Review: I purchased a travel trailer from a local dealer and financed it through Sierra Central Credit Union. Although the rate they gave us was not great we decided to go ahead with them at the dealers recommendation and because they were a local bank. Big mistake! They had me sign a form as part of the purchase that said I would provide proof of insurace but the form did not specify that the insurance had to begin the day the loan was initiated. I took posession of the vehicle a few days later when the dealer delivered it to our home and after shopping around we got full coverage insurance before taking our first trip. Then we got a letter from Sierra Central stating that if we couldn't provide insurance covering the previous period between the loan date and our insurance was purchased they were going to purchase a supplemental insurance policy (collateral protection insurance) for $723 and charge us for it. I called my insurance company and asked them if I could buy insurance for thoes previous dates and they said they could not and that no insurance company would. I checked my purchase contract from the RV dealer and found a single page form that I signed that says I will provide proof of insurance but it did not clearly state that the coverage was required from the day of the purchase. Furthermore, the form has a field that states when the proof of insurance needed to be provided and that field was left blank. The date fields on the form were also filled out incorrectly and I beleive it's not a binding contract for both of those reasons. The insurance requirement was also not explained by the dealer who was acting as an agent for the bank in having me fill out those forms and if that was a requirement I should not have been allowed to complete the purchase or take possession of the vehicle without first providing proof that I had the insurance to begin with.I beleive this is pure fraud trying to get me to pay this agregious insurance fee that I never agreed to.Desired Settlement: At this point I no longer would like to do business with Sierra Central and am today paying off the balance of the loan minus the additional insurance fee that I am disputing. Sierra Central has vowed to come after me for this fee which I would like to have removed from my account. As stated in my complaint there is no valid contract obligating me to this fee and I never was informed of it or agreed to it an any way.

Business

Response:

RE: Revdex.com Complaint ID#- [redacted], This is a retort to the aforementioned complaint number filed on 4/28/2015 for our member [redacted]. As Mr. [redacted] has indicated he has signed an agreement to furnish insurance which clearly indicates his obligation to furnish full coverage insurance. He also has signed a sales finance contract which in section 2d, clearly states he must have physical damage insurance covering loss of or damage to our vehicle for the term of the loan. The term of the loan begins on the date he signed the contract. Both documents are legal binding. Mr. [redacted] indicates the date to provide the seller insurance was left blank. This is only a date to provide the seller the insurance information. This does not allow the member to forego insurance therefore Mr. [redacted]’s interpretation of his requirement to have insurance is null. Also, the entire paragraph refers to the note and security agreement which again clearly states the unit must be covered for the term of the loan. When Mr. [redacted] called our office his statement was that he did not have possession of the unit therefore he assumed the dealership covered it with their own insurance policy. At no time did Mr. [redacted] call us to question if this was suitable. It was only after our placement of the collateral protection insurance did Mr. [redacted] file a complaint. Please note, collateral protection insurance is standard in the auto finance industry. The separate contract is there to ensure the member understands their obligation. This is not an angle for any finance company to gain extra money as Mr. [redacted] suggests. Instead it is a tool to ensure our collateral backed loan is fully protected in the event the member doesn’t cover our collateral. Mr. [redacted] did not cover our collateral from 1/16/2015 to 3/27/2015. We paid our insurance provider $723. This amount is what we expect to be reimbursed since we covered the collateral during this time frame. Also, Mr. [redacted] was provided a series of letters indicating he did not have the coverage needed. We sent a letter on 2/10/15, 3/10/15 and on 4/7/15 (see attached). In plain terms it describes his obligations and how to provide this information to us. None of which prompted a response from him. In final, Sierra Central understands that these circumstances arise. We offered Mr. [redacted] an opportunity to place the added insurance to the back of his loan which would allow him to make his normal contractual obligation without increasing it for the reimbursement of the insurance we paid for. He declined this remedy. Regards

Review: In July of 2007 I purchased a boat. I financed it with Sierra Central Credit Union. After several years of paying 50 dollars over the minimum amount due on time and financial hardships due to work issues, I requested to be considered for a drop in the interest rate from 12% to a more reasonable rate and payment. This was met with a sorry can't help you. Then after being told you have to miss a payment before they will work with you, I decided ok that's what I will do. IT took about two weeks after that before I was bombarded with the continuous phone calls about the payment. I decided that now that I have been late to try and see if they would work with me on a lower finance rate. This process took several months and after going through the paperwork and giving them all the proof of income and statements my wife and my mother received a phone call telling them to call this person back. This person told my mother he was my friend from Susanville and that he needed to talk to me. Yet this person never called my phone. I attempted to return the call with my phone and it was a redirected number. I called on my wife's phone and it was the collection business. After finally making contact they said they were coming to get the boat, All this while I was trying to refinance the boat with Sierra Central Credit Union. When they showed up to take the boat I gave it to them with no issues thinking this was all a miss understanding and would get straightened out after the refinancing was finished. The day they reposed the boat was also the day I received my notice in the mail that they were not going to refinance the boat. It seems to me that the only reason they began to try and refinance was so they could get my current address to reposes the boat and had no intention of trying to work with me to make this work even though I was a loyal customer. I called to ask what my options were and was told I could buy it back at the auction. Also that I would be liable for the difference after the auction.Desired Settlement: I would like to refinance the boat to a 6.5% interest rate at the amount I owed in November 2013 when I stopped the payments. I did not miss a payment until then and wouldn't have if I wasn't told that is the only way they would work with me. I have now attempted twice to resolve this with refinancing so I can afford the payment and Sierra Central Credit Union refuses to work with me.

Business

Response:

In response to the aforementioned Revdex.com complaint: Sierra Central Credit Union provided the complainant a variety of methods to contact our office while struggling financially. At a severe stage of delinquency, the complainant requested loan assistance. Documents to review the financial hardship were provided on 11/21/2013. After several attempts to communicate via letter, via phone and via field agent sent to the address on file, Sierra Central received the loan assistance paperwork on 1/8/2014. On the same day, we reviewed the paperwork only to discover the packet was incomplete. We sent a letter to the complainant on 1/8/2014 notifying them that we needed additional documentation in order to consider assisting them. Again, no response from the complainant. We declined the complainants request on 1/29/2014 for loan assistance as we had an incomplete loan package that would allow us to make a business worthy decision in the best interest of both our institution and the complainant. The complainant’s lack of communication, lack of participation in the loan assistance process and failure to keep to the contract terms lead Sierra Central to enforce our lien on our property. This was finally achieved after the cosigner of the loan contacted us on 1/31/2014 advising us she wanted to arrange a voluntary surrender of the collateral. The collateral was obtained on 2/3/2014 at 120 days delinquent with the last payment being made 9/2013 for $505. The collateral was returned to us with a cracked engine block and the body deemed in fair condition by our auto auction. Till this day we have not heard from the complainant or the cosigner to address the remaining balance of their loan. Sierra Central Credit Union prides ourselves in superior member service. At no time do we wish to take measures as described above. However, in acting in the best interest of this institution, therefore its members, we needed to protect the assets of this Credit Union by taking the necessary actions that we did.

Consumer

Response:

I am rejecting this response because: They have made false allegations about when asking for refinancing had taken place the condition of the boat when it was turned over to the tow truck company. My last payment made was September 2013, I was told that a refinance of the boat loan was not going to happen when I had called and informed them I had a substantial pay cut at my job and needed to refinance the boat so that I can afford to keep it. I was informed that unless I missed payments they would not work with me at this time, so I stopped making payments. I sent back all paperwork to them with the information requested and did not receive anything telling me the paperwork was incomplete. The tow truck company actually came out prior to the denial of my refinance and attempted to take the boat from my property. I informed them that I was refinancing the boat and there must be a mistake. That is when we learned that our loan had been denied and he was here to take the boat. I informed him I would leave the boat on the street on Monday so they can retrieve it at that time. I was told I would be able to try and get my boat back prior to the auctioning off of the boat. That didn't happened either. I'm not sure if you are taking about my wife when you speak of a cosigner, but that is who called your company about them picking up the boat. We turned the boat over and where told we could get it back later if we still wanted it. I had just put money into the boat for a transmission repair and had the boat serviced. At no time was I informed that the boat had a crack engine block by the mechanic at Nor Cal Mastercraft. They had agreed to repair the nick in the gel coat that occurred during the removal of the transmission, however I did not have the boat when they called for the repair and I informed them I no longer have the boat. My credit prior to this unfortunate disagreement was perfect and that there was no reason not to refinance the boat so that I could afford to keep it, other than not making enough money of the interest. I made every payment for over six years and I even added $50.00 a month to try and pay it down faster. 12 X 550 =$6,600.00 dollars a year times 6 years equals $39,600.00. That is what I paid so far and with the interest rate at 9.4% I still owed $35,000.00 dollars on a $47,000.00 loan. The boat sold for $20,000.00 dollars at the auction even with a supposed cracked engine block. Now you want me to pay the remaining amount that you have as $18,870.59 on the loan for a boat I no longer have. I feel you have gotten what you are going to get from me for the boat. I am disputing this charge since the amount it sold for and what I have paid already is above the amount originally financed amount. I I was trying to lower my rate so I could afford to keep the boat. You claim to work with people but not until they are in a financial bind. I am not satisfied with your service and I will warn all my friends and co-workers about your business. My attorney will be contacting the business to clear this matter up in the court system. Thank you Revdex.com for your help with my complaint.

Review: [redacted] who had a account with Sierra Central passed away Sun April 27,2014 I have power of Attorney for health care and Durable Power of Attorney he was in hospital Sat April 26 very ill wrote me a check for 2500 to cover expenses he passed away on Sun 27 I deposited check in my account with [redacted] on Mon April 28 check cleared May 1 Sierra Central took the money out of my account May 28 and said check was altered I tried to show his recent signature on legal documents signed by a notary but they would not believe me They left me without any money and I was not notified of this transaction until June 6 2014Desired Settlement: all money returned Return fee on check returned and a apology from [redacted] And [redacted]

Business

Response:

[redacted] was issued a check by our member [redacted] for $2500 dated 4/26/14. Mr. [redacted]r passed away on 4/27/14. Before the check cleared a deceased flag was placed on the account which caused the Electronic Services department to review the check. They determined that the makers signature was irregular, so they returned the check with the reason, altered. It went back to [redacted] Bank where [redacted] had deposited it. However , upon further investigation this check should not have been returned. The check was re-submitted for payment by [redacted] on June 6th and cleared our deceased members account on 6/12/14. We have verified that this check has been paid. I called and spoke to [redacted]. I apologized on behalf of the credit union and offered to pay any fees that [redacted] may have charged her. I also asked her to verify with [redacted] that the funds were in her account. [redacted] called me back and told me that the fee is $12.00 and that the check has not been credited to her account. We have a document showing [redacted] check information with the trace number, date of clearing, etc. I mailed this information today to [redacted] and asked her to take it to [redacted] to find out where her funds are. I have also contacted Accounting who will mail a check to her for $12.00 tomorrow.

Consumer

Response:

I am rejecting this response because: Sierra Central said they put the twenty-five hundred back in my account with [redacted]. But when I go to [redacted] they say they don't have it. I am tired of the run around I am getting and I need that money to pay medical bills This has been going on since the first of June

Business

Response:

After further research it has been brought to our attention that there were actually 2 checks involved in this transaction. The first check for $2500, #[redacted] cleared our members account on June 12, 2014 and was credited to [redacted]’s account at [redacted] Bank. Ms. [redacted]’s complaint is for the second check of $2500, #[redacted]. This check is dated May 31, 2014 for $2500 and was returned to Ms. [redacted] on June 2nd. Our member passed away on April 27, 2014. This check was written on a deceased member’s account approximately 30 days after his death. The check was returned per policy and is now an estate issue.

Thank you for your assistance and we consider this file closed.

Review: I had $4,500 'taken' from my Sierra Central Credit Union Visa card by a company that I DID NOT AUTHORIZE to take money from my account. I filed a fraud complaint with Sierra Central Credit Union and they 'put the money back' crediting my Visa with the $4,500 that was taken. After the investigatioin, Sierra Central took the $4,500 from my Visa and returned it to the company telling me that because I had 'done business' with the company they were returning the money to them. I have NEVER done any business with the company, I completed the fraud report, I filed a police report and I gave copies of everything to Sierra Central but they still refuse to return the money back to me stating they were doing so because I had 'done business' with the company. Sierra Central further stated that the company 'said' I had given authorization for them to take $4,500 from my Visa. I have proven many times over that I never authorized anyone from that company to take any money from my account. Currently, Sierra Central will not discuss the issue with me and will offer no help.Desired Settlement: I want Sierra Central to take the money back from the company and return it to me. I finally had my daughter sign a Power of Attorney with me to try and help get the $4,500 back. Sierra Central states over and over that because I 'did business' (I have NEVER done any business with this company) with them that they (Sierra Central) took the money off my Visa card and gave it back to the company. I want them to give me my money back.

Business

Response:

Good Afternoon,Visa regulations only allow us to recover funds from 90-120 days from the date of the transaction. The date of transaction was last year on February 4, 2014. Below are timeline of the events:3/1014 -[redacted] contacted [redacted] to dispute a fraudulent transaction on his credit card. A letter was sent out to him explaining credit to account was temporary and that the affidavit must be signed and filled out within 7 calendar days. 3/12/14 - His account was given a provisional credit of $4500.4/17/14-Based on the affidavit [redacted] received from the member, it was determined that the transaction was not fraudulent. A letter was sent to Mr. [redacted] asking for more information to proceed and the letter stated the new affidavit needed to be returned within 7 calendar days. 5/12/14-The requested information was not received. A letter was sent to Mr. [redacted] explaining reason for denial and the the provisional credit would be reversed in 10 calendar days.5/23/14 - $4500 was reversed from his VISA11/26/14- [redacted]'s daughter, [redacted], was listed as Power of Attorney. 1/28/15 - [redacted] contacted [redacted] to inquire about the dispute. At that time, the dispute was past the 120 days timeframe. 12//28/15- Received complaint from Revdex.com.In conclusion, Sierra Central followed procedure in trying to help Mr. [redacted] recover funds from the merchant. Because we did not get the information required to continue the dispute, we no longer have any chargeback rights due to the timeframe allowed to dispute the transaction per VISA. Attached are supporting documents.

Consumer

Response:

I am rejecting this response because: Sierra Central Credit Union has provided copies of the Affidavit of Fraud, the very form that they have stated they didn't receive AND they have provided a copy (the one that I have attached) that clearly has a FAX date of April 7, 2014, which is inside of the April 17, 2014 deadline. Also, Sierra Central Credit Union states that they made a request for information on April 17, 2014 and that [redacted] failed to provide "that information". What information did they need? There is no written request for information that I can find. If Sierra Central is referring to wanting [redacted] to send in a 'contract, agreement, or receipt' from [redacted], we have both stated over and over again that THERE WAS NO PAPERWORK. The bad guys don't typically hand out business cards or receipts when they steal something. They WERE UNAUTHORIZED in removing any funds from [redacted]'s account and Sierra Central was informed of the fraud and all required forms were provided in a timely manner. In addition to that, Sierra Central states that they "contacted [redacted]" but have provided nothing to inform us as to what [redacted] told Sierra Central about removing these funds from [redacted]'s account. Sierra Central also states that, "they found that no fraud occurred" but have offered no explanation/description as to how they came to that conclusion. When I contacted Sierra Central and Cardholder Services Dispute (on multiple occasions) I was told that, "we found that [redacted] did business with [redacted]" (absolutely NOT true) and therefore concluded that the $4,500 was NOT fraudulently removed from [redacted]'s account. [redacted] NEVER DID BUSINESS with [redacted] and even "IF" he had, how does that authorize [redacted] to remove funds from his account? Sierra Central has also stated that there is "no proof" that I, [redacted] Frazier, hold a Power of Attorney for [redacted] and they further stated that they were unable to verify that a POA was on file. Again, false and incorrect statements as one is on file with the Redding branch of Sierra Central and I also faxed a copy of the POA to Cardholder Services Dispute Dept. I have worked closely on this issue with the Redding branch Vice President [redacted] He will not only verify that a POA is on file, but he will also verify that I brought [redacted] to the Credit Union to give the POA to [redacted] with [redacted] present. [redacted] will also verify that ALL FORMS WERE FAXED IN A TIMELY MANNER but Sierra Central continues to state the documents were never received: except they, themselves, have provided copies of the Affidavit of Fraud. I will further add that Sierra Central has made things incredibly difficult for me to help my father because they have demanded a phone conference call and stated to me that they, "do not accept POA's". I, and [redacted], have the right to all information that Sierra Central states they have that will "prove" that no fraud occurred. Sierra Central should NEVER have returned the $4,500 to [redacted] as [redacted] HAD NO AUTHORIZATION to remove any funds AND Sierra Central has NEVER provided any information to uphold their findings that "no fraud occurred".

Review: Walked in to pay insurance bill of $400.00, paid. They asked for an additional $175.00, paid as well. I got a refund for the $175.00. They gave me instructions to receive my refund of $400.00 I followed those and have yet to receive my money. They also told me that they didn’t care how much money I had but they are going to get the money. And they said they are putting the money on the end of my bill.Desired Settlement: Refund of $400.00.

Business

Response:

We have researched the members request with our insurance services specialist and below is a timeline and explanation of all charges to the member:3/26/15 -The member had Collateral protection insurance premium added to her loan in the amount of $2592 due to a lapse in her policy. 4/14/15 Partial refund of $2017.00 - the payment was adjusted to $444.06 to cover the CPI for the lapse in coverage (original payment was $396.00)- She made her April and May payment at the higher amount. In June she then made a $400 payment and at that time it did not satisfy the June payment (since payment is 444.06)7/20/15 she made another $400 payment and at that time it satisfied her June payment so her payment rolled the due date to July8/24/15 she made her July payment of $400 and she had money in partial pay so her date rolled to August9/17/15 she made a payment of $580 and again she had money in partial pay so this completed her Aug and Sept payment rolling her due date to Oct.9/30/15 She received another CPI refund in the amount of $575 and this completed the full CPI Refund 9/30/15 Her payment was adjusted back to the origianl of $396.30 and the additional monies paid were put in partial pay ($294.00) and she was still due for OctoberSince then she has made her October November and December payments and is due for January 1/20/16.So all the premium that the member made was refunded and applied to the loan. There were a fue late charges due to the added CPI that we are going to reverse for her, which totals $66.75. If there are any other questions, she can contact our Insurance Services specialist, [redacted]Thank you![redacted]VP Community Relations

Consumer

Response:

I am rejecting this response because: In April 2015 4/15/15. I went to Sierra Credit Union payed a payment and had to pay $45.00 extra for insurance I all ready had, I showed then I had insurance St Farm they said they did not care and kept charging me insurance. They would not drop their insurance the next month they still wanted $445.00 they still had their insurance on my truck they would not drop their insurance on my truck they would not except my insurance company St Farm I have had for 30+ year. Their putting their hands right in my pocket and taking my money away from me they said I had no insurance 2 months later so I showed them it in their office in Yuba City. They said they did not care and wanted $175.00 right now or they would not give me my receipt. I told them that is all I had to get home on. They said they did not care they said I owed it.

Business

Response:

Good Morning [redacted], I was trying to respond to the rebuttal complaint that both you and [redacted] sent because I received more information but it wouldn’t let me respond so I am trying this avenue. Our response below: · We have made all necessary refunds as well as waived all necessary late charges pertaining to this members CPI. I would offer a resolution to come to main office for a detailed review with our CPI resident expert and the VP of Asset Recovery as it is very difficult to ensure the member is clear on the pay history of the loan and why she is not due any other type of monies.As I read Ms. [redacted] original response as well as her retort it is becoming more clear that she is expecting actual cash in hand. This is not the way it works. When a member fails to provide proof of sufficient insurance and has been notified via mail on multiple occasions to do so, all funds applied to CPI when paid by the member are applied directly to the members loan. In this case an overage towards her next payment. I have never seen or been asked to cut a check back to a member for insurance payment and overage. On 1/27/15 we sent the original notice to the member advising their insurance was not in compliance and another on 2/24/15. On 3/17/15 State National placed a call to the members insurance company to which we were unsuccessful in verifying proper insurance coverage. On 3/25/15 we forced placed the coverage, approximately 60 days from the original notice sent to allow time for the member to provide proof of insurance. On 4/13/15 we were able to confirm coverage on our unit but with a lien holder issue. Right away a partial refund was given. Finally on 9/30/15 her insurance company provided all of the necessary information for the member to be credited total of funds. I can state that all information once received is expedited very promptly to ensure the refunds are handled with little or no difficulty. The dates referenced are proof this has occurred. Not only that but we must count on the member and/or their insurance carrier to provide the correct information as we did not purchase the policy. It took them from 1/2015 to 9/2015 for total resolution to the policy issues.It would be best if Ms. [redacted] contacted our Insurance specialist, [redacted], directly to review her transaction history together, as it is correct. Ms. [redacted] is also welcome to meet with her in person or her supervisor as a part of resolving this dispute.Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

"I will be going in to the credit Union and per the company request will talk to [redacted]."You can close this case as resolved.