From: *** *** *** Sent: Monday, February **, 10:AM
/>
To: drteamCc: *** *** *** ***Subject: ID #*** *** ***Importance: High
To
Whom It May Concern,
I
*** ***, am responding to a complaint received February **,
regarding id#***. *** *** applied for membership with SPCO
Credit Union on January *, for a share and share draft account. In
addition to completing a membership application she also completed an
application for a debit card where she provided a personal pin number, which is
needed to activate at an SPCO ATM machine. Branch Manager *** ***
took the application from the teller to input the information provided into
system. If a member doesn’t select a pin initially the Branch Manager
will request a system generated pin be mailed to the member, which is mailed at
the same time the debit card is mailed.
Per my
research *** *** selected her own personal pin on January ***.
From *** *** complaint she wasn’t able to activate her debit card at
SPCO’s ATM machine due to the “writing on the ATM screen was to light”.
Having spoken with the Branch Manager ***, she logged into the ATM/Debit card
system where the cards are originally ordered and changed *** *** card
status from ‘inactive’ to ‘active’ only. In her complaint
she stated “she thought this was strange because she thought pin numbers were
confidential”. No one in the credit union has access to member pin
numbers. Employee’s only have the ability to activate, freeze, and close
a member’s card. If a member forgets his or her pin number they are
required to complete an ATM/Debit card application every time. Once the
information from the application has been entered employees discard the bottom
portion of the application that contains the pin number the member has elected
at that time. If no pin number is elected a system generated pin is
mailed to the member
*** *** also stated in her complaint she tried to withdraw funds and it read
insufficient funds. *** *** would have needed her pin to perform a
balance inquiry at the ATM machine. Direct deposit is a service SPCO
offers to all member. SPCO only post funds based upon the effective date
of the employer never prior to the original posting date. According
to our records *** ***’s payroll is posted bi-weekly on Wednesday’s from
her employer Houston ISD, which has never post on or after her pay day from
HISD. SPCO’s mission is to be a trusted partner in each member’s
financial life, not in the business of misleading a member or potential
member. Thank you for your time. If you have any future question
and or concerns please contact me at ***
Thank
you,
*** ** ***
Vice
President of Operations and Sales
SPCO
Credit Union
*** ** *** *** ***
*** ** ***
*** *** ***
*** ***
From: *** *** *** Sent: Monday, February **, 10:AM
/>
To: drteamCc: *** *** *** ***Subject: ID #*** *** ***Importance: High
To
Whom It May Concern,
I
*** ***, am responding to a complaint received February **,
regarding id#***. *** *** applied for membership with SPCO
Credit Union on January *, for a share and share draft account. In
addition to completing a membership application she also completed an
application for a debit card where she provided a personal pin number, which is
needed to activate at an SPCO ATM machine. Branch Manager *** ***
took the application from the teller to input the information provided into
system. If a member doesn’t select a pin initially the Branch Manager
will request a system generated pin be mailed to the member, which is mailed at
the same time the debit card is mailed.
Per my
research *** *** selected her own personal pin on January ***.
From *** *** complaint she wasn’t able to activate her debit card at
SPCO’s ATM machine due to the “writing on the ATM screen was to light”.
Having spoken with the Branch Manager ***, she logged into the ATM/Debit card
system where the cards are originally ordered and changed *** *** card
status from ‘inactive’ to ‘active’ only. In her complaint
she stated “she thought this was strange because she thought pin numbers were
confidential”. No one in the credit union has access to member pin
numbers. Employee’s only have the ability to activate, freeze, and close
a member’s card. If a member forgets his or her pin number they are
required to complete an ATM/Debit card application every time. Once the
information from the application has been entered employees discard the bottom
portion of the application that contains the pin number the member has elected
at that time. If no pin number is elected a system generated pin is
mailed to the member
*** *** also stated in her complaint she tried to withdraw funds and it read
insufficient funds. *** *** would have needed her pin to perform a
balance inquiry at the ATM machine. Direct deposit is a service SPCO
offers to all member. SPCO only post funds based upon the effective date
of the employer never prior to the original posting date. According
to our records *** ***’s payroll is posted bi-weekly on Wednesday’s from
her employer Houston ISD, which has never post on or after her pay day from
HISD. SPCO’s mission is to be a trusted partner in each member’s
financial life, not in the business of misleading a member or potential
member. Thank you for your time. If you have any future question
and or concerns please contact me at ***
Thank
you,
*** ** ***
Vice
President of Operations and Sales
SPCO
Credit Union
*** ** *** *** ***
*** ** ***
*** *** ***
*** ***