Southern Chautauqua Federal Credit Union

I am writing in response to a complaint your office received regarding our practices with Mr [redacted] ***Mr [redacted] stated in his complaint with your office that he opted out of over draft protection and is stating that he should not have been able to make purchases when his checking account reached a zero balanceOur records indicate Mr [redacted] accessed his Courtesy Pay in 2015,times and in timesI am attaching Mr***'s overdraft history for your recordsWe strive to satisfy our members to the full extent and we have turned off Mr***'s Courtesy Pay to avoid him further fees caused by using this featureIf Mr [redacted] uses his debit card for future purchases over the balance that is in his account, the transaction will be deniedWhile turning off this feature will prevent further fees, Mr [redacted] is obligated to satisfy his debt with the Credit UnionWe would be happy to speak with him regarding the balance due and he should contact us ###-###-#### to discuss his options with our Courtesy Pay DepartmentSincerely, Anne RChief Financial Officer

Dear Sir,We are responding to [redacted] 's complaintWe have listened to Ms [redacted] 's concerns on her two loans andhave tried to resolve these issues.To honor Ms [redacted] 's request, the $partial credit from her auto loan has been applied as a payment on her studentloanWe would like to suggest that Ms [redacted] reviews her receipts at the time she makes her payments to verify that thepayments have been applied as she instructedWe strive to provide the best possible service to our members and every effortis made to avoid mistakesA teller is able to correct a payment error the day it is made very easily but if notified at a laterdate it can only be corrected by the Collections or Accounting departmentWe have counseled Ms [redacted] on theimportance of making her payments on or before her due date.Melissa G [redacted] (Missy) is our Collections Manager and handles all collection matters for the Credit UnionShe has notbeen excluded from reviewing Ms [redacted] 's accountWe have reviewed the transactions on Ms [redacted] 's two loanssince May and Missy's initials do not appear on any transaction.We have made several attempts to work with Ms [redacted] but it appears she remains unsatisfiedWe hope the adjustmentmade today will alleviate her concerns.We would be happy to discuss this further with you if you have any further questionsPlease contact us at ###-###-####ext1109.Sincerely,John EF*JEF/rrh

We would like to respond to Ms***'s concernsMs*** has a GPS loan for her vehicle at SCFCUIhave enclosed a copy of the signed disclosureOur policy on a GPS loan is to shut the vehicle off at seven days delinquent and at nine days the vehicle may be repossessed, unless the member has
made contact with us and set up payment arrangementsMs*** was given copies of her contract at the time the loan was signed with her due dateThe repossession order was made on January 9, Ms***'s loan is due on the 15th of each month and was days delinquent at the time of the repossession order.In New York State we are not legally obligated to contact the member before we repossess a vehicleWe did, although try to contact Ms*** on December 20th, and again on January 5th, but she did not answer the callsWe also attempted to shut down the vehicle but apparently the vehicle did not receive the signalWe have no way of knowing at this point if the GPS unit had been tampered with or malfunctioned, so a repossession order was made.The disputed amount Ms*** is contesting of $consists of a repossession fee of $and the past due payment amount on her loan of $SCFCU is always willing listen and assist our members through difficult times and Ms*** is no exception, but she must take the initiative to contact usSincerely,Chief Executive Officer *** * ***:rrhFEDERALLY INSURED

I did not opt out of overdraft protection, the bank always requires an in person visit to sign a paper giving them permission to change things on my account

Dear Sir,We are responding to [redacted]'s complaint. Enclosed is a copy of an agreement letter signed in May 2014.We have also responded to the State of New York Office of the Attorney General on December 22, 2015 concerning thissame complaint.Ms. [redacted] has made payments as agreed...

upon in the May 2014 agreement but has never brought her loans current. Sheis continually behind on her loan payments. Her loan was charged $225.00 of each repossession and $100.00 for anunsuccessful attempt. To date, according to her original loan contract we could repossess again, however we are empatheticto our members needs and are trying to work with her. which is why we set up the May 2014 Agreement.1 refunded her account $225.00 for one repossession charge in May 2014 with the promise that monthly payments would bemade. She has made the required monthly payments but the loans are still past due.Ms. [redacted] is claiming that the extra amounts made should have been applied to her Student loan not her Auto loanhowever, she does not specify to the teller at the time the payments are presented as to how to apply the extra amount.Melissa G[redacted] (Missy) is our Collections Manager and handles collection matters for the Credit Union. 1 have notexcluded Missy from reviewing Ms. [redacted]'s account.We have made several attempts to work with Ms. [redacted], but it appears she remains unsatisfied.I would be happy to discuss this further with you if you have any further questions. Please contact me at ###-###-####ext. 1109.Sincerely,John E. F[redacted]

Dear Sir,We are responding to [redacted]'s complaint. We have listened to Ms. [redacted]'s concerns on her two loans andhave tried to resolve these issues.To honor Ms. [redacted]'s request, the $20.87 partial credit from her auto loan has been applied as a payment on her studentloan. We would like to suggest that Ms. [redacted] reviews her receipts at the time she makes her payments to verify that thepayments have been applied as she instructed. We strive to provide the best possible service to our members and every effortis made to avoid mistakes. A teller is able to correct a payment error the day it is made very easily but if notified at a laterdate it can only be corrected by the Collections or Accounting department. We have counseled Ms. [redacted] on theimportance of making her payments on or before her due date.Melissa G[redacted] (Missy) is our Collections Manager and handles all collection matters for the Credit Union. She has notbeen excluded from reviewing Ms. [redacted]'s account. We have reviewed the transactions on Ms. [redacted]'s two loanssince May 2014 and Missy's initials do not appear on any transaction.We have made several attempts to work with Ms. [redacted]. but it appears she remains unsatisfied. We hope the adjustmentmade today will alleviate her concerns.We would be happy to discuss this further with you if you have any further questions. Please contact us at ###-###-####ext. 1109.Sincerely,John E. F[redacted]JEF/rrh

I am writing in response to a complaint your office received regarding our practices with Mr. [redacted]. Mr. [redacted] stated in his complaint with your office that he opted out of over draft protection and is stating that he should not have been able to make purchases when his checking account...

reached a zero balance. Our records indicate Mr. [redacted] accessed his Courtesy Pay in 2015,117 times and in 2016 19 times. I am attaching Mr. [redacted]'s overdraft history for your records. We strive to satisfy our members to the full extent and we have turned off Mr. [redacted]'s Courtesy Pay to avoid him further fees caused by using this feature. If Mr. [redacted] uses his debit card for future purchases over the balance that is in his account, the transaction will be denied. While turning off this feature will prevent further fees, Mr. [redacted] is obligated to satisfy his debt with the Credit Union. We would be happy to speak with him regarding the balance due and he should contact us ###-###-#### to discuss his options with our Courtesy Pay 1 Department. Sincerely, Anne R. Chief Financial Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello,The SFCU is simply lying.  In May 2014, right from Mr. F[redacted]'s mouth himself, Missy was told that we were not supposed to be in the same room, not supposed to be speaking to each other, etc. etc. One would most obviously assume that Melissa G[redacted] would therefor not be allowed to view the account she has (numerous times) entered into and moved money around without anyone's permission.Every time I go into the office, the conversation goes like this:Teller: What would you like done with your extra funds?Myself: Put them on my school loan, please.Teller:  Alright!  Here is your receipt.While this is basically a "She-said-she-said" kind of argument, I do honestly believe that if a company like this is allowed to get away with constantly lying and getting away with things such as this, it would do their company much credit to put up security camera's that allow them to include audio video, but this does not happen because without such evidence, the company can continue to participate in illegal activities without the fear of legal retribution on it's members.I do not know how much more clear I can make my request of "put it on my school loan," but regardless, I believe from now on I should apparently have my phone recording my transaction processes so that this company cannot continue to get away with stealing my money.  If the company continues to do illegal actions, I believe there will be no other choice given to me but to do this to protect myself.
Regards,
[redacted]