Spokane Teachers Credit Union

We have made multiple attempts to contact member to discuss his complaint in further detail, however he has not responded to our attemptsWe are choosing to close the complaint due to not receiving responses from the member

Dear [redacted] ,This letter is in regard to your complaint filed with the Revdex.com onFebruary 28, As you learned at the branch, we do not lend on Rebuilt titles,and we do not make rate exceptionsAfter speaking with the loan officer, it appearsshe has a clear understanding of ou1· title requirements, so I don't see any justificationfor a rate reduction or refund of moneyWe do apologize for any misunderstandingthat occurredYou do still qualify for the credit card which would give you a .25%rate discountLet us know if you're still interested in the credit card.I would also like to mention that your credit was only pulled one timeEven thoughthere were multiple applications, we used the same credit report from the originalapplication.Thank you,,Kelly H***

March Z1, 2018RE: Revdex.com COMPLAINT, # [redacted] Dear [redacted] ,This letter is in response to your dissatisfaction with our original response on thecomplaint referenced aboveI apologize that you had a poor experience and canassure you we have spoken with the employees involved in this transaction to ensurethey have a clear understanding of our guidelinesEnsuring positive memberexperiences is our top priority.Regarding your question surrounding the interest rate discount associated with thecredit card offer, the loan officer was correct that the personal unsecured loan doesnot qualify for a credit card rate discountIn our first response letter, we were willingto offer the rate discount as an exception because of the misunderstandingWe arestill willing to make this exception, so please let me know if you are interested.Thank you,Kelly H***Consumer Origination Assistant Manager

Complaint: [redacted] I am rejecting this response because: STCU has not offered a written apology for their fraudulent business tactics What they did violated numerous contract laws All that I am asking is for a written apology for their unlawful business practices STCU has failed to reach out in the manner requested This case should not be closed until STCU offers the written apology.Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:
Fist off I spoke to about loan officers who alll told me different thingsThe first one didn’t have a problem with the rebuilt title and also told me that I cannot have the credit card discount, because I already needed to have one in good standingAnd then that changed when I spoke with another loan officerFurthermore, the branch closed the credit line I opened for the discounted APR, because that does not apply to a PERSONAL LOANSo which is it? Can I get a lower APR with the card or not!? Do you see how yet again you’re mixing up the information? I’m getting a different story from every employee I come into contact withSo it’s clear that the loan officers and all the other staff DO NOT have a clear understanding at all of the loan policyThis is why it’s justifiable to give me something for the constant confusion, stress & changing of policy put on meYou people almost cost me the sale! Both the seller and I also had to get to work that day and you caused us to be rushedA company as a whole should have a clear understanding of company policy and law when it comes to dealing with other people moneySTCU has shown they do not all have this understanding as a companyEven you, who replied to me, are getting the credit card APR discount mixed upIt was confirmed to me that, that only works with an auto loan & does not apply to personalHowever, I wouldn’t be surprised if that has changed since everything does with this company on a daily basisI expect something for my trouble, it’s completely justifiableI look forward to getting this worked out
Sincerely,
*** ***

Dear ***,This letter is in response to the Revdex.com complaint we received on October 19, In reviewing the account referenced above, the following sequence of events happened:•On 8/23/our insurance monitoring partner received your annual renewal for your insurance policy At this
time it was notated that the policy had impairment The collision and comprehensive deductibles were set at $1, The credit union requires that these deductibles be no more than $1,000.•On 8/24/our insurance monitoring partner sent the 1st notice notifying you of the impairmentAlso on 9/21/a final notification was sent The intent of these sent notices is to notify you of the impairment to avoid the placement of a high premium being added to the loan.•On 10/13/after no update in policy deductibles, a force-placed policy was placed on the loan.•On 10/18/*** *** spoke to an STCU employee who reached out to *** to help assist with the deductible impairment Our employee was able to obtain a copy of the policy and place a call into our insurance monitoring partner who updated the insurance record and processed a refund.•On 10/19/the forced placed insurance premium of $was credited back to the loan as of the date of the original premium posted date which ensures that no additional interest was charged.At this time we show current insurance with acceptable deductibles and any increased payments have been reduced back down to the minimum payment.We appreciate your business and value your feedback.Michelle S*Assistant Manager of Loan Service

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
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
STCU failed to thoroughly check insurance records before acting on their own free will and purchasing an unnecessary insurance policy of nearly $ According to STCU in their response, they would have purchased the insurance policy anywayThey did not make any mention of a follow up on my auto insurance policyIt was A one time check with no intent of excepting the current insurance I feel that STCU needs to apologize for their actions
Sincerely,*** ***

Dear Mr***,Thank you for your recent submission to the Revdex.com about concerns pertaining to the use ofyour STCU Debit CardWe understand the frustration of a declined card and hope the following explanationof what transpired with your card will provide some insightIn your
submission to the Better BusinessBureau on 6/28/2016, you mentioned STCU had blocked your transactions and, when attempting to contactus, you were connected to our call center support vendor and they were not able to assist youWeapologize for any inconvenience and lack of full resolution experienced during that interaction.In researching your account history, our records show STCU's fraud monitoring service blocked your card theevening of 3/25/after not being able to reach you to confirm whether or not a charge was validWedo this as a measure to help prevent fraud and protect your assets, which most members appreciateOncewe were able to reach you to confirm the charge, your card was unblocked immediately.The reason your card was blocked on 6/28/is separate from the first instanceOn 5/20/you weresent a new STCU MasterCard Debit Card to replace your existing STCU Visa Debit Card6/3/2016, STCU sentyou a reminder to activate the new card via USPS mail and additionally sent reminders to you via email on6/ 14/and 6/19/The email reminders were sent to ***@gmail.comOn 6/22/youcontacted STCU to indicate you had not received your new STCU MasterCard Debit CardSTCU validated thecard had been sent to your Las Vegas address and also ordered you a new replacement debit MasterCard.Unfortunately, we did not offer to extend the block date on your STCU Visa Debit during that same call.Please accept our apology for not making that changeYour existing active card was then blocked on6/28/ which caused your transactions at Wal-Mart and Microsoft Xbox to be declined that same day.You called STCU on 6/29/and your card was unblockedThat card will remain unblocked until7/14/2016.Your new STCU MasterCard Debit Card should arrive in your mailbox any dayPlease be sure to activate itupon receipt to avoid further declinesIn the event you do not receive your new card by 7/ 8/2016, pleasecontact STCU so we can arrange for another card to be shipped to you via an expedited delivery method.Thank you for your understandingWe appreciate your business.Sincerely,Russell P***Card Services Manager(509) 344-

My experiences with STCU have not been good. I do not bank with them but did respond to a pre-approved CC application. I was denied credit because they claimed that they called me after receiving my application and I did not answer. I have CID. I have proof - they never called. After getting turned down for credit, I have been hounded, via USPS mail, by various of STCUs 'advertisement partners.' It's been a nightmare. I don't know what is wrong with these people. But, there is a standing and closed (but still on record) complaint with the WA state AG. If you have ever had similar experiences with STCU, the WA state AG would like to hear from you. Even if you can't satisfy the issue with STCU and the matter becomes closed, the complaint that you file does not go away and is available to the public for view. If enough complaints for similar issues are filed, whether STCU responds or not, the WA state AG will take action.

Dear [redacted],This letter is in regard to your complaint filed with the Revdex.com onFebruary 28, 2018. As you learned at the branch, we do not lend on Rebuilt titles,and we do not make rate exceptions. After speaking with the loan officer, it appearsshe has a clear understanding of...

ou1· title requirements, so I don't see any justificationfor a rate reduction or refund of money. We do apologize for any misunderstandingthat occurred. You do still qualify for the credit card which would give you a .25%rate discount. Let us know if you're still interested in the credit card.I would also like to mention that your credit was only pulled one time. Even thoughthere were multiple applications, we used the same credit report from the originalapplication.Thank you,,Kelly H[redacted]

Complaint: [redacted]I am rejecting this response because: STCU has not offered a written apology for their fraudulent business tactics.  What they did violated numerous contract laws.  All that I am asking is for a written apology for their unlawful business practices.  STCU has failed to reach out in the manner requested.  This case should not be closed until STCU offers the written apology.Sincerely,[redacted]

We have made multiple attempts to contact member to discuss his complaint in further detail, however he has not responded to our attempts. We are choosing to close the complaint due to not receiving responses from the member.

Dear [redacted],
We have received your complaint regarding a savings secured loan. The account number youprovided in your complaint belongs to another individual and we do not show you listed as ajoint owner of the account. We are unable to disclose account information to anyone otherthan the owner of...

the account.
STCU takes all complaints very seriously and we encourage the owner of the account inquestion to contact us to discuss a resolution. I can be reached directly at [redacted].Sincerely,
~ Nicole F[redacted]Loan Services Assistant Manager - Consumer[redacted]

March Z1, 2018RE: Revdex.com COMPLAINT, 10 #[redacted]Dear [redacted],This letter is in response to your dissatisfaction with our original response on thecomplaint referenced above. I apologize that you had a poor experience and canassure you we have spoken with the employees involved in this transaction to ensurethey have a clear understanding of our guidelines. Ensuring positive memberexperiences is our top priority.Regarding your question surrounding the interest rate discount associated with thecredit card offer, the loan officer was correct that the personal unsecured loan doesnot qualify for a credit card rate discount. In our first response letter, we were willingto offer the rate discount as an exception because of the misunderstanding. We arestill willing to make this exception, so please let me know if you are interested.Thank you,Kelly H[redacted]Consumer Origination Assistant Manager

Review: In February of 2013, I made my final payment on an auto lien that was carried by Spokane Teacher's Credit Union. Upon my inquiry, I was told that I would receive my car title in four to six weeks. I did not receive my car title in four to six weeks. I called to inquire further and was told that I needed to just wait longer. In May, June, and July of 2013 I called STCU to inquire about my title since it had now been more than 12 weeks since I made my final payment. Each time I was told that the lien release had been faxed to various treasury office locations in Kansas City, where I am now living, and the title would be coming.In mid July, I contacted a supervisor at STCU who told me that she would order a duplicate title to be sent out. This was completed by the beginning of August. However, when I contacted my titling office in late August to inquire further about receiving my auto title, they informed me that they had not received a lien release.It has now been seven months since I paid off my lien and I still do not posses my title to my vehicle because, according to my local treasury office, STCU has still not faxed the lien release.Desired Settlement: I am requesting:1) My car title to be released to me 2) $500 to cover depreciation/maintenance costs since I have been unable to sell my vehicle and have had to pay for maintenance on the car as well as I will no longer be able to request the initial sale amount due to deprecation over the last five months from age and increased mileage on the vehicle.

Consumer

Response:

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.

I received your letter. I found your letter to be very condescending and blame-shifting. In the letter, you stated that STCU followed "standard procedures to ensure a timely release of the lien from the date your loan paid off" is this a joke? 7 months of time, 9 hours on the phone, and terrible customer service is your company's standard procedure? I didn't hear anything from Jessica until mid-March, and even then it was not helpful nor did it move the process along.

You also state in the letter that I "relocated to Kansas." To me, this is in implication, an implication that my relocating to Kansas somehow messed the process up and that it was my fault that the process was so delayed. If this is not what you meant to say then what did you mean to say? Why would you include this if not to somehow imply that this caused a problem. I fail to see how it has anything to do with the issue? I changed my address accordingly so I would receive the bills, which I continued to pay. If my uprooting my life to move to Kansas so my son could spend 111 days in a children's specialist hospital somehow inconvenienced you, then I'm sorry about that.

Your letter also contains false statements. I was told as late as 9/08/13 by the State of Kansas that the reason for the delay was because YOUR BANK had not faxed a release to the right location. I put this responsibility in your staff's hand, as I did not feel it was appropriate for me to research where you needed to send it since I am the CUSTOMER. So, no Steve, it was not a delay because I moved to Kansas or because of a lost title that was just being processed on-time, normally. Your company should have applied for the duplicate title in MARCH, not AUGUST. Besides, how could the lost title have been holding things up in September when the title had already been recovered back in August when Kris Sherman applied for the lost title through Idaho? That story doesn't add up.

I find this letter right in step with how my whole experience has been with STCU- a lot of blame shifting, false information, and statements that make me feel as though I've done something wrong by not doing your jobs for you.

You can be assured that my business with STCU is done for life. You can also be assured that my family in Spokane will be switching to another lender in the future when they seek to buy another car and/or rental property

Business

Response:

Thank you for the recent feedback provided in your letter dated 9/6/2013. We appreciate your membership with STCU as well as the concern expressed regarding the delay in releasing the lien on your automobile.

Please note STCU followed standard procedures to ensure a timely release of the lien from the date your loan paid off, 2/14/2013 by releasing our lien to the State of Idaho on 2/26/2013.

Our records show, that you relocated to Kansas. Please know that during our follow up to you not receiving the Certificate of Title from Idaho State, The Department of Licensing/ Kansas, advised STCU they were delayed in processing the lien release due to a “lost title”. STCU requested duplicate title from Idaho as well as submitted additional lien release requests to the State of Kansas on 3 occasions to attempt to accommodate your request. Per a telephone conversation on 09/11/12 with the Kansas D.O.L., I have verified the lien release has been completed and you now possess a valid Kansas paper Title.

STCU wants you to know that your membership is valued and we would like to extend our apologies for any inconvenience you may have experienced. Please do not hesitate to contact our office should you have any further questions or concerns.

As a new member to Spokane Teachers Credit Union, I had requested the routing number and checking account number to set up direct deposit of my tax return. I was informed yesterday that a representative had provided me with the account number of another member of STCU and that my refund had been deposited into their account. They were unable to move the funds into my account due to "regulations." Instead of receiving my refund within 2 weeks, I now have to wait 6-8 weeks for the IRS to send me a check. Not only did STCU provide another members account information to me, they also allowed my deposit to be placed in another members account. They apologized but said "their hands were tied." Very dissapointed in how STCU handled this situation.

Review: I refinanced my auto loan with another credit union and I paid my STCU auto loan off 8 weeks ago and as of 4/3/14, I was told by the loan department that I have to wait an additional 6 to eight weeks to receive my Title.Desired Settlement: I want my Title immediately. I have to turn it over to my new bank that I refinanced my loan with or they will covert my loan to unsecured.

Business

Response:

Sadly, STCU has gotten too big to provide adequate customer service. On 3/4/2016 I discovered a charge to my "new" STCU MasterCard that I had not made. It was posted 3/3/2016. I immediately called the # on the back of the card; waited over 15 minutes, listening to STCU promo's. After talking the the representative, I was asked to contact the business "A[redacted] #292" at the number provided to verify that I had not made a purchase. I disconnected and in 30 seconds reached a message that the NY phone # was not in service. I again contacted STCU, waiting an inordinate length of time.
The next phone service person took the information again and I was directed to go to the bank branch and file a written "fraud" report. I went immediately and waited at the branch 45 minutes to get the proper person and paperwork.
(Returning home, I googled "A[redacted] #292" and learned it was reported as a scam in January 2014! I do not believe STCU has the staff to find the obvious. I had to call an "out of service" number for a scam that has been "out there" for over 2 years-really?)
Two weeks later, I received the statement for my MasterCard with the charge still showing and NO credit, the charge wasn't even pending. However, I had received a new card. The charge still showed when I checked on-line, in fact it appeared on both the discontinued card AND on the newly issued card. I used STCU messaging to let them know it had not been taken off my MasterCard account. The response to my "message" through STCU was that I needed to call their card services department (again!!!!), the same place I had initially called March 4-twice! Of course, I waited nearly 15 minutes before accessing a service representative.
That's enough for me. I paid off the card, excluding the fraudulent charge and cancelled the new MasterCard (and will await paperwork for that to be official; I may receive up to 2 statements I've been told before it is official). With this experience, I'm convinced that STCU has grown beyond its ability to provide good customer service.

I have been back to the states for one year now and since then I have been banking with STCU and like their excellent service, I have checking, saving and credit card from them and had a loan (paid off), and never had any issues with them.
They are friendly, helpful, and knowledgeable about their services.