St Louis Community Credit Union

Our process for lien release when a loan is paid via check is that the lien is released after a number of days to allow the check to clear to prevent the member and CU from lossUnfortunately, certified checks are often duplicated including the type that was presented which is why we must take precautionWe explained this as did branch personnel who also contacted management to try to explain this to Ms [redacted] We also tried to explain that each state allows a grace usually equal to days for tax, titling, licensing and that our process wouldn’t delay what she was required to do by lawAfter further rebuttal , we offered to call both financial institutions that she presented checks from and advised that often times we are unsuccessful in obtaining check verificationsAfter spending about minutes with both Institutions, we were able to obtain information that allowed management to feel comfortable releasing the lienThe lien was mailed per Ms [redacted] ’s request to the requested address on 01/22, however we only do standard mail which can take 7-business days per United States Postal ServiceAlthough, we made an exception for our member and Ms [redacted] by releasing early and mailing to the purchaser instead of the member, we also gave the option to have it faxed or picked up to not further delay

After reviewing the account, we found Ms [redacted] spoke with a representative on 12/regarding the process of Gap claim filingShe was given incorrect information regarding the process of GAP and our representative has been made aware of the correct processOn 01/we received payment from the insurance company in which the GAP claim could be and was filedThe information given via email to Ms [redacted] was correct and she was contacted by our Loan Processing Manager on the morning of 01/per her request to validate the processA GAP claim can take up to weeks to process in which the members are responsible for any and all payments in that timeFailure to make payments will result in a withdrawal from the account once the loan is delinquent or can be reported to the credit bureaus

All non-cash items deposited to a member’s account are posted subject to our receipt of final payment by the payor bankIf final payment is not received or if any item deposited or cashed is charged back to the Credit Union for any reason, members are responsible for repayment of the itemWe placed a business day hold on funds from the check that was deposited in an attempt to protect the member and the Credit Union in the event it was returnedUnfortunately, we can never be exactly sure how long it will take for an item to be returnedIn this case, the check was returned on the 5th business day With this situation, the member did withdraw and receive the funds from check deposited and therefore did benefit from the proceeds of the itemOnce the item was returned, we withdrew the funds from her account After a conversation with the member, it was determined that the member negotiated an item received via FedEx from an unknown sourceUnfortunately, these types of scams exist and leave consumers to deal with the aftermath once the item is returned The Credit Union has spoken with the member and we apologize that we were unable to provide her with a satisfactory resolution

Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ SLCCU does apologize for any inconveniences since our upgrade in JulyWe have experienced a higher call volume since the conversion so the wait time has been a bit longer during the first and end of the monthBut we assure you we are here to help you every step of the way! We have made many improvements on our system to better serve our membersIt appears Ms [redacted] was using her online banking and audio service as of 12-9-but since she has been experience issues we have reset her servicesSince we were not able to get ahold of Ms [redacted] today, we did leave her a message to inform her of the reset and ensure we will do everything we can to access herShe can come into the branch or call into the Credit Union to get one on one help with logging on online banking and the MAX hour serviceAlso, to thank Ms [redacted] for her services we paid out a one-time extra dividend to her savings account this monthWe're grateful for her membership and we exist solely on making your life better Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I WAS WRITING WHAT IS BELOW BUT TRIED TO GET INTO MAX AGAIN WHILE TYPING THIS - FIRST THREE TIMES, IT WOULDN'T ACCEPT MY ACCESS CODE....NEXT THREE TIME, I AM GETTING A BUSY SIGNALNOW WHAT DO I DO?? I'M RIGHT BACK WHERE I STARTED [redacted] I could leave this case open but will close for now to see if any improvements will show in the next monthAs stated, these problems have been continual so that's why I filed with Revdex.comAs for the 'extra' dividend, SLCCU was already in the process of giving ALL members this bonus for the month of December only Appreciate the quick responses

After reviewing Ms***’s account it appears there have been issues with returned mailMs [redacted] has attempted to update her address by phone and email but we do not accept address changes via phone or emailWe have contacted Ms [redacted] and have resolved the address issueIn addition, Ms [redacted] has been provided with statements and account history dating back to January for further resolution

Due to the nature of this situation, SLCCU has removed any report of 30+ day late payments from Ms [redacted] ’s credit resulting from this matter We received confirmation that the duplicate title has been issued by the State of Illinois as of July 29, and are awaiting this to arrive in the mail We will then promptly follwith Ms [redacted] ’s insurance company for payment We have been in contact with Ms [redacted] and she is aware of the status and how we are working to get the situation resolved Thank you, StLouis Community Credit Union

On June 27th Mr [redacted] signed and completed a contract for our Credit Matters LoanThe Credit Matters Loan is a small collateral loan in which the credit union supplies the collateral of $The $is deposited into the member’s savings account and this is reflected in their actual balance on their monthly statementsThis is a month loan in which the payments are generally less than $Each payment made by the member, regardless whether it is more than the minimum payment due, will release the principle amount of that payment to reflect on their available balance, meaning it is no longer on holdThe available balance is the amount of money in member’s account that is available to the memberMembers can review both their actual and available balances online, at an ATM, or by phoneAfter conducting a full review of Mr [redacted] ’s account we show the deposit of $on 06/27/and it is also reflected on his statements We also can provide a history printout of Mr [redacted] ’s account that does outline that on each payment made to his loan, the principle amounts being released became available to Mr [redacted] in his savings account We regret that Mr [redacted] has had a bad experience due to the functioning of this loanIf Mr [redacted] would like, he can visit one of our locations and we would be happy to provide Mr [redacted] with a printout of the loan transaction history and explain when the funds were released to himAdditionally, we have mailed Mr [redacted] copies of the transaction history and a summary explaining the holds for his records

We are sorry to hear about Mr [redacted] experience using one of our ATMsWe do have guidelines prepared in order to retrieve ATM user’s funds in a timely manner, specifically for these unintended eventsOur ATMs are balanced on a weekly basis by an outsourced companyFor this reason we typically ask for a day period for a dispute to processIn order to resolve this matter for Mr [redacted] for the transaction on Friday, March 24, we have tracked this disputeIt appears after the balancing of our ATM we have submitted the $withdrawal amount and the $fee associated back to the originating Financial Institution electronically on Tuesday, March 28,

At no point during the process was the Credit Union attempting to purposely withhold the lien release from Ms [redacted] Credit Union staff were following a procedure that until now, has had no complaintsWe do see significant fraudulent activity with checks, including Cashier’s Checks and Certified Checks, so for the protection of our member’s and the Credit Union, we do require guaranteed funds to disperse a lien release on the day of purchaseOtherwise lien releases are completed after days to provide sufficient time for any checks to clearPer Ms [redacted] ’s request, a manager did extend a courtesy and called both financial institutions to validate her checksEmail correspondence does demonstrate that once validation of the checks was received, personnel were directed on 1/to mail the lien release to Ms [redacted] as originally directed and that a voicemail was left for Ms [redacted] informing her that she has the opportunity to pick up the lien release if she preferred A note was also placed on seller’s account in reference to the situation on 1/22/at 11:23am that stated checks had been validated and that it was ok to release the lien and that a message had been left with Ms [redacted] that it was ok to pick up the lien and that we would also mail the release as promised Our mailing process does include the use of a courier system and mailing house vendor to assist in preparation of mailingTherefore, we do typically quote 7-business days as instructed by the USPS.We understand that Ms [redacted] is disappointed with our process and because of that we are already re-evaluating our internal policies and determining if there is any adjusting we can do internally without sacrifice to the protection of both our members and the Credit UnionWe do apologize that Ms [redacted] was dissatisfied with her experience, but at this point, the Credit Union has no further resolution to offer

Initial Business Response /* (1000, 7, 2015/07/09) */
Contact Name and Title: *** Operations Analyst
Contact Phone: XXX-XXX-XXXX ***
Contact Email: ***@stlouiscommunity.com
*** ***'s check were ordered on 6/11/therefore she should have recieved the checks in the mail no
later than 6/25/They were shipped to her mailing address we have on file and if for some reason Ms*** has not recieved the checks in the mail by now she should come into our branch or call our main phone line at XXX-XXX-XXXX to complete a stop pay for the book of checks that were ordered on 6/11/15, free of charge and we will ship her out a new book of checksI hope she understands her concern is very important to StLouis Community Credit Union and we would like to make her banking experience a great oneSince we order our checks through a 3rd party we can not track the checks down immediately and ask she waits to recieve them in the mail after business days from date checks were ordered

Initial Business Response /* (1000, 5, 2015/12/11) */
It appears our Collections department has been working with Mrand Mrs***'s HELOAN for a few months nowThe issue was not that a payment was applied differently in July/August but actually in May her payment was not paidIf you view the
May and June statement you can see the June payment that was made was actually May's payment (since May was skipped) and not JunesThen another payment was made in June for June but it was shorten the late fee which is not on the coupon booklet but on the statementSo the payment date originally did not advanced to a new month even after the second June payment
Making double payments in one month is tremendous but unfortunately in this case they did not always making the full payment every month by the due date (skipped May and statement will verify that)At this point the loan was late so we did charge a late fee even though she made two payments in one monthWe have already made corrections and credit late fees back on the account for the same issue
We have went ahead and waived another two late feesAs far as the loan due date, we have already advanced her loan to the correct date prior to this complaintHer next payment is not due until 1/25/As long as they understand the system will not allow them to pay ahead due to this being a fixed loan, a minimum one payment is due each calendar monthWe hope Mrand Mrs*** recognize SLCCU understands their needs and want to provide excellent service to our membersIf they have any questions please don't hesitate to visit any local branch to sit down face to face with a Member Service Representative to go over in more details

The resolution to this circumstance was completed on 11-10-when the check from the GAP company was received and applied to the balanceIn the course of business we can only file a GAP claim once the consumer’s insurance company pays their portion of the claimThat check was applied to
the balance on 10-31-The Gap Claim was filed within days of receiving the insurance paymentThe turnaround time on a GAP claim is usually longer than days but we were able to expedite it and in fact received the remaining balance to pay off the account on 11-10-
Thank you
SLCCU

Initial Business Response /* (1000, 7, 2015/08/03) */
Our member, Ms***, has been able to get into her online banking after we reset her frozen account which was locked out as of the 3rd of JulyAlso, we were able to mail her the dispute forms for the transaction she is disputing for $
Lastly, we understand her frustation with the high call volume but at this time we have member's calling in due to the conversion at a high amount and have as many extra employees helping out as possible on the phonesHowever, if she does not want to wait on hold anymore, she can send us an email with any questions since she can log into her online banking

We are sorry to hear about your experience with our representatives and we will reach out to those involved for better trainingHowever, all check deposits are subject to holds and when ATM checks are flagged in our system those holds may be extendedThese holds not only protect the credit union
but also our members from lossWe have reached out directly to Ms*** for resolution

We provide our members with the ability to review both their “actual” balance and their “available” balance at an ATM, online, by phone and at a branchWe use the “available” balance when determining whether a transaction will cause the account to overdraw and for charging overdraft feesYour
“available” balance takes into account holds that have been placed on deposits and pending transactions (such as pending debit card transactions) that have been authorized by the member but have not yet posted to the account
After review of Ms***’s account, it has been determined that Ms*** opted into both our Overdraft Privilege service as well as opted into using her debit card with this serviceIn order to avoid these fees our members have the option to opt out of Overdraft Privilege service at any timeConsequently, there were no errors found during the research of the account activityMs*** was fairly accesses fees due to funds not being available at the time of transactionAs courtesy to Ms***, we will accept the resolution request to refund her a portion of her fees and close the accountWe have reached out to Ms*** and have offered our assistance in this resolution

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: First off I never received the original title they claim they mailed to my house which when I asked they had no proof that that was sent to my home second I was told for about a month that there was nothing that they could do being that they sent the title off to me and then after getting the run around I was told I can come in and pay for another title which I would have to pay 95$I deposited the into my account in may now I don't know when they actually deducted the money for the title maybe that's where June is coming from because I came into the bank and paid the we before June and FYI me registering the car in Missouri was never talked about when I refinanced the vehicle and even then the title only took as they say a month to come in so why the long wait now? All I want is for a car that I had properly registered properly insured to be paid off its going on months everything on my end was right so why am I being punished for a car I haven't had since 3/28/and was deemed total loss on 3/29/by *** which if they hadn't even received my title in the office until march 28th I wouldn't have had it anyway if it was sent by maul until the 30thI just want the past due payments removed off my credit I've never been in the negative with my car note
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It is not completely truthful. However, I was able to secure a copy of the lien release on Friday, Jan26th after speaking to the Missouri Divof Finance, contacting the seller to initiate a demand for the release and having gotten an email copy of the lien from the seller once it was finally in her possessionTherefore, there is not further action required other than to let future customers know they are dealing with an organization that has questionable ethics
In regard to this statement made by the business: "The lien was mailed per Ms***’s request to the requested address on 01/22, however we only do standard mail which can take 7-business days per United States Postal ServiceAlthough, we made an exception for our member and Ms*** by releasing early and mailing to the purchaser instead of the member, we also gave the option to have it faxed or picked up to not further delay." This is untrue. As of 1/28/18, I have still not received the lien release via USPS. My house and this credit union are about minapart. Certainly, a letter does not take 7-days to travel from the USPS postal hub in StLouis to a town in the metro east. Neither the seller or myself were ever given instruction that we could have it faxed or pick it up in person. On the 4th day of inquiry, when I was told they didn't know where to send it (1/24/18, apparently days after it was sent), I provided a fax number and my email address. I did not receive the lien via either of those avenues. The seller finally was able to secure an emailed version of the document that indicated that it was released on 1/19/and the person signing it signed it on 1/25/18, the day the seller emailed it to me. Clearly, this is a case of multiple personnel at this organization doing everything in their power not to be helpful. We did not ask to pick it up in person, because we were trusting that it was sent. It is unfortunate that the culture of this organization is permeated with power struggles, and a lack of integrity to their word. I would not advise anyone to do business with the StLouis Community Credit Union in the future.
Sincerely,
*** ***

We have reviewed Ms***’s account and determined that her payroll typically comes in on the first. Currently, we receive our ACH files from the Federal Reserve. The Effective Entry date on the deposit mentioned in this complaint (assigned by the Federal Reserve) was 1/3/2017.
Deposits are posted based on the effective entry date. The holiday weekend was most likely the reason for the delayed effective entry date. We have spoken to Ms. *** to address her concerns and agreed to pay any late fees she may have incurred as a result. From what we understand, this issue has been resolved
SLCCU

Initial Business Response /* (1000, 5, 2015/11/05) */
[redacted] from our lending department has reached out to the member. We have already submitted her title work to the DMV,therefore we must wait on the DMV. We understand Ms. [redacted] was more so frustrated with the time frame it took to complete...

this and we have apologized but we must wait on the DMV now. At this time, The DMV has not issued her title, and there phone lines were down yesterday so we left a message for them to call SLCCU back so I can get an ETA for the member as to when she will receive the title. Ms. [redacted] is aware of the situation and we will follow-up with her daily until it is resolved.
She did not seem to upset when [redacted] spoke with her and actually she was very pleasant so I believe she is satisfied at this time (as long as she gets her title soon).