Sound Credit Union

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]

Jenny T[redacted], our VP of Operations spoke with Mr. [redacted] regarding the extended check hold. She was able to verify the checks have cleared the other account and released the funds today 12/29/2017. Mr. [redacted] was pleased.

Sound Credit Union has reviewed Revdex.com complaint ID [redacted] submitted by Mr. [redacted] on 12-29-2016.  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 09-19-2016 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 11-04-2016 and Pay by Phone deposit / transfer on 12-19-2016, 06-22-2016 and 06-16-2016.  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 07-18-2016.

This customer’s mortgage escrow account is accurate. The reason the mortgage payment has increased is because of increases in taxes and insurance, and the timing of the initial escrow analysis. We 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 closed. This 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.

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 access. We are currently working with our member to ensure this matter...

is resolved.

The attachment lays out the sequence of events on this loan. As 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 10/29/2016 due to no insurance forced place insurance (CPI) was added to the loan which increased the payment from $625.82 to $1325.89. 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 time. Once the refund was applied the payments were lowered to $919.85.The member was deployed July 2016, but returned to Guam in November 2016 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 2017 to pay $1,000 per month until the loan was brought current, which at that time was 57 days past due. The member failed to keep the arrangement of $1,000 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 $300 on the 1st of the month and $700 on the 15th of the month. Those arrangements were not kept either. The member stopped responding to calls, email and letters.  Due to failure to keep the arrangements the vehicle was placed out for repossession on 7/11/2017. Past due from 4/15/17 to 6/15/17 and billing again on 7/15/17, (87 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 2016. The member’s wife was awarded the vehicle in the divorce and she is not on the loan. The member stated he was told he needed to pay $3,000 in order to redeem the vehicle which is not accurate. He 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 $1,972.80  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.

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 documentation. Mr. [redacted] agreed to provide full coverage insurance from the inception of his loan on 6/12/2017 and was given...

ample opportunity to provide proof of that coverage. Our records indicate that there was no insurance coverage for this vehicle until 9/29/2017. The policy that that was added to his loan is for the insurance coverage between the dates of 6/12/2017 and 9/29/2017. I would be more than happy to refund that policy if Mr. [redacted] can provide proof of insurance for those dates.