Sound Credit Union

I was notified that I signed the form when I opened the bank account in It was supposed to be to opt outThey did provide me a copy of this form on Oct 2ndI called months ago to be opted out of the program if I were on one and was told that all of my account did not show that I was on the programThey are still trying to charge me $which I refuse to payI want the checking account closedTheir supervisor threatened to take me to collections for that amount Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Sound Credit Union has reviewed Revdex.com complaint ID [redacted] submitted by Mr [redacted] on 12-29- Sound Credit Union has researched and reviewed Mr [redacted] ’s transaction and account activity and communications between Sound Credit Union and Mr [redacted] Sound Credit Union determined Mr [redacted] ’s account was not frozen but agrees Mobile Deposit services were suspended on 09-19-in accordance with Sound Credit Union’s Membership Account Agreement and Mobile and Online Deposit Service Terms and Conditions Mr [redacted] is able to make deposits in person at any Sound Credit Union branch, mail deposits, Pay by Phone deposit / transfer and or transfer funds between financial institutions through the ACH network Mr [redacted] successfully completed an ACH network deposit on 11-04-and Pay by Phone deposit / transfer on 12-19-2016, 06-22-and 06-16- Upon member request, every checking account is eligible to receive one (1) fee refunded per calendar year Sound Credit Union refunded Mr [redacted] one (1) Courtesy Pay Fee on 07-18-

Attached is a copy of the letter that was send to [redacted] today regarding the forced placed insurance that added to the account, along with the supporting documentationMr [redacted] agreed to provide full coverage insurance from the inception of his loan on 6/12/and was given ample opportunity to provide proof of that coverageOur records indicate that there was no insurance coverage for this vehicle until 9/29/The policy that that was added to his loan is for the insurance coverage between the dates of 6/12/and 9/29/I would be more than happy to refund that policy if Mr [redacted] can provide proof of insurance for those dates

This customer’s mortgage escrow account is accurateThe reason the mortgage payment has increased is because of increases in taxes and insurance, and the timing of the initial escrow analysisWe have repeatedly attempted to explain this to the customer in person and over the phone, and he refuses to listen Sound Credit Union has a Board-approved policy where members who are abusive to our employees can have their membership revoked and their account closedThis was the case with this customer As a courtesy, we have temporarily reopened the account so that outstanding items can clear In summary, there are no errors on this customer’s escrow account, we have repeatedly attempted to explain the escrow analysis to this customer but he refuses to listen, his account was closed due to verbal abuse of several of our employees, and as a courtesy we have temporarily reopened his account so outstanding items can clear

The attachment lays out the sequence of events on this loanAs can be seen from the attachment, we do not agree with the statements in the customer's complaint [redacted] - Loan issued 6/4/2015Loan has been delinquent since the 1st payment and has been an ongoing collection issues since.The member had payments set up on ACH however the payments were being returned NSF to the credit union.On 10/29/due to no insurance forced place insurance (CPI) was added to the loan which increased the payment from $to $The member was notified about the CPI and did get insurance and a partial refund was received by the credit union on 11/16/2016, however due to the lapse he still owed for the lapse timeOnce the refund was applied the payments were lowered to $919.85.The member was deployed July 2016, but returned to Guam in November and came back to Washington shortly thereafter The member stated that his now ex-wife was not paying the bills and that he was behind with all creditors Arrangements were set up with the member in February to pay $1,per month until the loan was brought current, which at that time was days past dueThe member failed to keep the arrangement of $1,month as he could not afford to pay that much out of one check So, in an effort to work with the member, arrangements were set up to pay $on the 1st of the month and $on the 15th of the monthThose arrangements were not kept eitherThe member stopped responding to calls, email and letters Due to failure to keep the arrangements the vehicle was placed out for repossession on 7/11/Past due from 4/15/to 6/15/and billing again on 7/15/17, (days past due), so the loan was getting further and further behind due to not keeping arrangements.The member was not deployed at the time of repossession and has not been deployed since The member’s wife was awarded the vehicle in the divorce and she is not on the loanThe member stated he was told he needed to pay $3,in order to redeem the vehicle which is not accurateHe was told if he paid the past due amount of $1,972.80, he could redeem the vehicle and the credit union would add the repossession fees to the loan but he said he did not have the $1, This loan has never been current and the credit union did everything we could to help this member, but he would not follow through with any arrangements

It was not our intention to make you feel uncomfortable about Sound Credit Union’s policies and procedures pertaining to member security We have the fiduciary responsibility to protect our member accounts from unauthorized accessWe are currently working with our member to ensure this matter is resolved

*** *** opted into the Complete Courtesy Pay service by signing the authorization form on August 20, She could not provide a date when she requested to opt out of the serviceMs*** continued to conduct transactions without funds availableOur Vice President of Operations spoke with
her and as a courtesy an exception was made and all fees totalling $have been refundedAs requested by Ms***, the service has been removed

We received a complaint regarding the same issue from our borrower *** *** on 7/12/17, Revdex.com case# ***Please be advised that while Shawnee does have a POA, this is an individual loan and only *** is financially obligated for this loanI have attached the response sent on the
previous complaint.Let me know if I can be of further assistance.Respectfully, Jeffery G***Member Solutions Manager(253) 597-

This customer’s mortgage escrow account is accurateThe reason the mortgage payment has increased is because of increases in taxes and insurance, and the timing of the initial escrow analysisWe have repeatedly attempted to explain this to the customer in person and over the phone, and he refuses to listen
Sound Credit Union has a Board-approved policy where members who are abusive to our employees can have their membership revoked and their account closedThis was the case with this customer
As a courtesy, we have temporarily reopened the account so that outstanding items can clear
In summary, there are no errors on this customer’s escrow account, we have repeatedly attempted to explain the escrow analysis to this customer but he refuses to listen, his account was closed due to verbal abuse of several of our employees, and as a courtesy we have temporarily reopened his account so outstanding items can clear
We also offered to have the member come in to meet with representatives from the mortgage department to review his documents and history to help explain, and that was met with rejection and personal insults to staff. His escrow account was set up correctly, and in accordance with all state and federal regulations. His account later became short due to both his property taxes and homeowners insurance significantly increasing after his loan closed. These future changes were unknown and unpredictable at the time when he got his loan. When his annual analysis was completed, this resulted in a shortage to pay those higher expenses, which were paid by our servicer PHH prior to the analysis. His escrow payment was then adjusted to both catch up from the past shortage and allow continued payment of the higher tax and insurance amounts in the future. All of these were done correctly, in accordance with all state and federal regulations

Sound Credit Union stands by its decision to suspend Mr***'s Mobile Deposit Services in accordance with Sound Credit Union's Membership Account Agreement and Mobile and Online Deposit Service Terms and Conditions. Mr*** is able to make deposits in person at any Sound Credit Union branch, mail deposits, Pay by Phone deposit / transfer and or transfer funds between financial institutions through the ACH network. Mr*** may reach out to Sound Credit Union if he needs more information and or help utilizing the before mentioned deposit services

Mr*** recently called and emailed Sound Credit Union to obtain updated information on his repossessed vehicleHe was referred to our third party collection agency *** *** *** This account has been assigned to *** for a substantial length of timeThis
information has been communicated to Mr*** on a number of occasionsMost recently we again emailed him a copy of the Repossession Sale Letter, again informing him that the information he is requesting is readily available by his contacting *** *** ***

Complaint: ***
I am rejecting this response because: I have no history of overspendingI asked Sound Credit Union to take me off of their overdraft program months ago via phoneI was told I was never on itI do not owe them any moneyThey’re still attempting to scam with a smaller amount of money and threatening to place me in collections for this amountThis is a total scam.
Sincerely,
*** ***

To Whom It May Concern,Please see attached response to complaint ID ***Please notify me if you do not receive all pagesThank you.Kim M***Sound Credit UnionVP HR***
RE: ID *** To Whom It May Concern, On behalf of Chris S***, I, Kim M***, Vice President/Human Resources,
am responding to complaint ID *** filed on 06/30/at 10:03:PM from our member *** ***Please see attached Exhibit A/pages; Exhibit B/pages; Exhibit C/1page; Exhibit D/pages, Exhibit E/pages, demonstrating Sound Credit Union's responses to Mr***'s concerns of our employee, Trista B*** allegedly threatening the mishandling his account/informationMr*** initially brought his concern to the attention of our Contact Manager (Call Center Manager) Stacy G*** on Monday, June 22,She took his concern seriously and took immediate action to secure his account to not allow MsB*** access to itA security block was placed on his account at 12:PMMr*** was notified shortly after via a phone call from MsG***Following this, on Sunday, June 28,at 1:PM Mr*** sent a complaint letter and copy of email exchange between him and MsB*** dated Friday, June 26, to the Credit Union's general email box- see Exhibit B, which in turn was forwarded to me on Monday, June 29, at 2:16PM- see Exhibit BMr*** also placed a copy of the same letter and email exchange in the Credit Union's Kent B*** night drop mail slot, which was discovered the morning of Monday, June 29,That documentation was immediately forwarded to Corporate ManagementAt 4:30PM via email, I responded to Mr*** by acknowledging the receipt of the letter and email, thanking him for bringing this to the attention of Management, and assuring him the Credit Union was taking his complaint seriously and would ensure the safekeeping of his account- see Exhibit D page Over the next couple of days Mr*** repeatedly contacted me via email- see Exhibits D and E continuing to voice his concern whereas I continued to assure him the Credit Union had taken all necessary precautionary measures to ensure the safekeeping of his accountIn an email to me dated Tuesday, June 30, at 12:PM, Mr*** actually thanked me for doing an investigation and conveyed his appreciation for my "hard work and concern"- see Exhibit D page However, later that evening at 10:PM, Mr*** filed this complaint, and then again emailed me on Wednesday, July 1, regarding the situationPlease be aware, in his initial conversation with MsG*** on June 22, 2015, Mr*** relayed that he and MsB*** were in a close personal relationship that recently endedIn speaking with MsB*** she confirmed this was trueExhibit C page 1of dated June 22,at 7:40AM demonstrates MsB*** requesting that Mr*** have no further contact with herSound Credit Union recognizes its reputation and success is built in part by the trust gained in the accurate handling of our members' financial affairsWe further understand the Credit Union's reputation can be seriously damaged by someone revealing confidential information concerning our members, employees, volunteers, or any sensitive business informationTherefore Sound Credit Union takes all complaints of this nature very seriouslyAninvestigation was performed on Mr***'s account and File Maintenance activityAdditionally a review of emails between MsB*** and Mr*** was completedIn both cases there was no evidence of the mishandling of his account/information or threats from MsB***Appropriate corrective action was taken on MsB*** for using Credit Union property for personal use and using profanity to a member on Credit Union email- Exhibit A page and Exhibit CThank you for reading this response and assisting us in reaching a mutually agreeable resolution with Mr***Please feel free to contact me at *** or ***@soundcu.com should you have further questions
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Ms*** is responsible for the outstanding balance of $from transactions she conducted. As a courtesy all fees have been refundedThe account will be closed when brought current

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Unfortunately, I did not switch over auto pays to new B of A account and transactions went through my account.
Normally, SCU always pays the auto pay and charges me an overdraft charge This has been true for many, many, many yearsUntil last week
Now, I know I am and have been retaliated against, because I contacted the Revdex.com to resolve an issue I have just had transactions go through my account(which were auto pays) I had Insufficient funds and a zero balance on my account due to the fact that we couldn't resolve our issues My fault not SCU's fault that I hadn't changed my auto pay info to the new bank bankHowever, Now it seems they have changed their policy all of a sudden they no longer courtesy pay my account They charged me over $in fee's and didn't pay the items Is it legal to retaliate against a customer for trying to solve a customer issue? Please advise
Sincerely, *** ***

Complaint: ***I am rejecting this response because:
This is exactly what I already know and have explained in my original complaint This resolves nothing
I'm unsure why Sound Credit Union is just now taking this strict stance in the mobile deposit policy I live out of state and have banked with them for years, always making mobile deposits If ever drafted my account always paid current Also had a few car loans with perfect payment history
The ACH deposit SCU speaks of was a $disability payment through a credit card issued by the EDD through BofA, which only comes on pay days As I am on a medical LOA from my employer Which I have worked at for almost years The other dated deposits were debits from my credit cards to pay the overdraft from the courtesy pays they charged me which was a $fee for using the cards
Also, the refunded Courtesy pay reversal was Sound Cridit Unions mistake dated 7/7/was a courtesy pay refunded to me because my account went negative $after being charged a feePutting my account into overdraft(View attached) This is why I used the one allotted $courtesy for the calendar year not because I wanted to ask for a refund

Hello,Please see the attached response to the complaint and let us know if you have any additional questions or concerns. Thank you!
 
Dear [redacted],
I am writing to respond to the complaint submitted by [redacted].  [redacted], an Indiana limited liability company...

([redacted]) provides tracking and insurance services for Sound Credit Union's ("Lender") collateralized loans.  Under the terms of a Service Agreement with the Lender, when the collateral securing a loan is determined to be uninsured, Allied will force place collateral protection insurance on the vehicle to protect the lender's interest.  Such insurance was forced placed on [redacted] 2012 BMQ because [redacted] did not have insurance coverage on the vehicle until she provided a [redacted] policy effective 9-9-2015 and the effective date of her loan was 5-25-2015.  The insurance coverage was placed in accordance with the Service Agreement to protect the Lender's interest in the vehicle as collateral securing the loan.
Below is a history of events for [redacted] loan:
06-11-2015     Loan added to the system
06-20-2015     New Loan Notice Sent
07-14-2015     Final Notice Sent
08-07-2015     Collateral Protection Policy issued effective 5-25-2015.
08-25-2015     Received on line submission for insurance with [redacted]
09-03-2015     Was unable to verify coverage with [redacted]
09-08-2015     Received [redacted] Policy effective 9-9-2015
09-22-2015     CPI partial refund notice sent
09-30-2-15     [redacted] called both [redacted] and [redacted] to verify coverage and was able to verify [redacted] policy but not the [redacted] policy.
There is a lapse in coverage from 5-25-2015 to 9-9-2015.
Coverage     5-25-2015 to 5-25-2016
Premium     $11,280
Cancelled     9-9-2015
Partial Refund     $6542
Earned Premium     $4738
If [redacted] can provide [redacted] with proof of comprehensive and collision coverage from 5-25-2015 to 9-9-2015, we will refund the earned premium.
Thank you for the opportunity to respond to the complaints raised by [redacted].  Should you have any questions or require additional information, please do not hesitate to contact me.
Best Regards,
Gena F
Carrier Relations Manager
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

[redacted] visited our Gig Harbor branch on April 4th and updated his incorrect address. The account had been flagged for several months that the address was incorrect. The $10 incorrect address fee should have been refunded on April 4th by the teller however it was erroneously...

not completed. The $10 fee was refunded on April 24th and a voicemail message has been left with [redacted] regarding the refund.

I was notified that I signed the form when I opened the bank account in 2015. It was supposed to be to opt out. They did provide me a copy of this form on Oct 2nd. I called months ago to be opted out of the program if I were on one and was told that all 3 of my account did not show that I was on the program. They are still trying to charge me $29.81 which I refuse to pay. I want the checking account closed. Their supervisor threatened to take me to collections for that amount.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]