St Louis Community Credit Union

Initial Business Response /* (1000, 5, 2016/03/08) */
After reviewing the account we determined the member's credit report will be updated as paid as agreed. The circumstances revolving around the GAP claim are not sufficient to excuse payments but as a courtesy, because of the misinformation, the...

member's credit report will be updated. Please allow sufficient time for the update to reflect on the credit bureaus.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Though I do not completely agree with the company's statement, I do however, appreciate the courtesy of updating my account information to reflect "paid as agreed" for the month or months in question. I would, however, like a more concrete timeline on when the account information will be updated, so I can verify and consider the matter closed. Thank you.

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 loss. Unfortunately, certified checks are often duplicated including the type that was presented which is why we must take...

precaution. We 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 30 days for tax, titling, licensing and that our process wouldn’t delay what she was required to do by law. After 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 verifications. After spending about 20 minutes with both Institutions, we were able to obtain information that allowed management to feel comfortable releasing the lien. The lien was mailed per Ms. [redacted]’s request to the requested address on 01/22, however we only do standard mail which can take 7-10 business days per United States Postal Service. Although, 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 12/22 regarding the process of Gap claim filing. She was given incorrect information regarding the process of GAP and our representative has been made aware of the correct process. On 01/16 we received payment from the...

insurance company in which the GAP claim could be and was filed. The information given via email to Ms. [redacted] was correct and she was contacted by our Loan Processing Manager on the morning of 01/19 per her request to validate the process. A GAP claim can take up to 6 weeks to process in which the members are responsible for any and all payments in that time. Failure to make payments will result in a withdrawal from the account once the loan is delinquent or can be reported to the credit bureaus.

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. I was informed of the correct process and I am satisfied with the information.
Sincerely,
[redacted]

After extensive research we were able to determine that an error had occurred. We have contacted Ms. [redacted] for a resolution that best suits her needs.

Initial Business Response /* (1000, 5, 2015/12/11) */
SLCCU does apologize for any inconveniences since our upgrade in July. We 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 month. But 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 members. It appears Ms. [redacted] was using her online banking and audio service as of 12-9-15 but since she has been experience issues we have reset her services. Since 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 her. She 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 24 hour service. Also, to thank Ms. [redacted] for her services we paid out a one-time extra dividend to her savings account this month. We're grateful for her membership and we exist solely on making your life better.
Initial Consumer Rebuttal /* (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 24 AGAIN WHILE TYPING THIS - FIRST THREE TIMES, IT WOULDN'T ACCEPT MY ACCESS CODE....NEXT THREE TIME, I AM GETTING A BUSY SIGNAL. NOW 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 month. As stated, these problems have been continual so that's why I filed with Revdex.com. As 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. [redacted]’s account it appears there have been issues with returned mail. Ms. [redacted] has attempted to update her address by phone and email but we do not accept address changes via phone or email. We have contacted Ms. [redacted] and have resolved the address issue. In addition, Ms. [redacted] has been...

provided with statements and account history dating back to January 2014 for further resolution.

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 complaints. We 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 purchase. Otherwise lien releases are completed after 10 days to provide sufficient time for any checks to clear. Per Ms. [redacted]’s request, a manager did extend a courtesy and called both financial institutions to validate her checks. Email correspondence does demonstrate that once validation of the checks was received, personnel were directed on 1/22 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 1/22/18 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 mailing. Therefore, we do typically quote 7-10 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 Union. We 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, 5, 2015/11/19) */
Ms. [redacted] has been contacted and was made aware there was a disconnect on [redacted]'s side and St. Louis Community Credit Union's. After speaking with [redacted] we found out that the adjustor that was working on Ms. [redacted]'s...

claim is no longer with the company. Unfortunately, Ms. [redacted]'s claim was not reassigned to another adjustor at [redacted] until today ([redacted] Mr. [redacted] has sent us the total loss settlement and we are now waiting on the Gap Claim. We will keep Ms. [redacted] informed on this matter. We are also reviewing our internal procedures to make sure this does not happen again in the future. We value Ms. [redacted]'s membership with us and look forward to providing her excellent customer service.

After reviewing Mr. [redacted]’s account it looks like he applied for a recreational loan and was approved on 10/18/2016. We were contacted by Mr. [redacted] on 10/31/2016 with the vehicle information. Once the loan was sent to our Central Processing department for closing they found there was a lien...

on the title on 11/04/2016. On 11/07/2016 we were informed that the dealership would be clearing the title. Our loan applications are only good for 30 days, after the 30 days we have to complete a new application and start the process over. On 11/18/2016 the application was closed out due to expiration with no contact. Mr. [redacted] did a new application on 11/29/2016 however stipulations based on his current credit pull and information given changed the decision and collateral was requested. We have resolved the matter with Mr. [redacted] and approved the loan.

Initial Business Response /* (1000, 5, 2015/11/18) */
Unfortunately, our records do not show there were any deposits made on 10/18/15 however the account was positive until 10/23/15. It appears Mr. [redacted] made several authorized ATM withdrawals and bill payments which drew his account negative. As...

stated in our Account Agreement your account may be subject to a charge for each overdraft regardless of whether we pay or return the overdraft. If the Credit Union pays a check and/or imposes a fee that would otherwise overdraw your account you agree to pay the overdraft amount immediately.
If Mr. [redacted] would like to visit a local branch a Member Service Representative would be more than happy to go over his transactions line by line or he can bring in his "confirmation" of the deposit on 10/18/15 to see what is going on with his account. It appears we have already made a onetime courtesy of refunding fees for Mr. [redacted] therefore we will not be able to refund any more fees unless it's a Credit Union error. Since this was not a Credit Union error we will not be able to refund any other fees at this time.

We are sorry to hear about Mr. [redacted] experience using one of our ATMs. We do have guidelines prepared in order to retrieve ATM user’s funds in a timely manner, specifically for these unintended events. Our ATMs are balanced on a weekly basis by an outsourced company. For this reason we typically...

ask for a 7 day period for a dispute to process. In order to resolve this matter for Mr. [redacted] for the transaction on Friday, March 24, 2017 we have tracked this dispute. It appears after the balancing of our ATM we have submitted the $60.00 withdrawal amount and the $2 fee associated back to the originating Financial Institution electronically on Tuesday, March 28, 2017.

On June 27th 2017 Mr. [redacted] signed and completed a contract for our Credit Matters Loan. The Credit Matters Loan is a small collateral loan in which the credit union supplies the collateral of $600. The $600 is deposited into the member’s savings account and this is reflected in their actual...

balance on their monthly statements. This is a 12 month loan in which the payments are generally less than $55. 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 hold. The available balance is the amount of money in member’s account that is available to the member. Members can review both their actual and available balances online, at an ATM, or by phone. After conducting a full review of Mr. [redacted]’s account we show the deposit of $600 on 06/27/2017 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 loan. If 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 him. Additionally, we have mailed Mr. [redacted] copies of the transaction history and a summary explaining the holds for his records.

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]

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, 2016 and are awaiting this to arrive in the mail.  We will then promptly follow-up with 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, St. Louis Community Credit Union

We value our member's here at St. Louis Community Credit Union and want to make banking easier for them. When our member refinanced her car with us on 2/26/2016 she was registered in Illinois. She then informed us she wanted to register in Missouri. So on 3/28/2016 we received...

the original IL title with [redacted]’s lien released. This is when we originally mailed the title to the member on 3/28/2016 for her to take to Missouri DMV to complete registration. She then informed us she had in fact lost the title after we mailed it. However we had already issued a letter of guarantee to insurance company that she never re-registered the vehicle and lost the title we sent her (this was on 4/20/2016). Then we inform her she would still be responsible to pay her loan until the insurance company pays out. After this we informed her of what needed to be done to get a duplicate which was bring in $95.00 fee, wait for the original lien release from [redacted] and she needed to sign a duplicate title application. She did not bring in the fee or signed the title application until 6/02/2016. SLCCU did not receive the original lien release from Regional until 6/24/2016 (we called them 3 times to get this). Then our Central Processing department mailed all items to order duplicate to state of Illinois the next day. Then on 7/20/2016 we followed up with the State of Illinois and they have not issued the title as they are behind. Unfortunately we are currently waiting for Illinois to issue title therefore at this point there is no further action we can take until Illinois processes the request. We will continue to check every business day to see if it has issued.

All non-cash items deposited to a member’s account are posted subject to our receipt of final payment by the payor bank. If 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 item. We...

placed a 4 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 returned. Unfortunately, we can never be exactly sure how long it will take for an item to be returned. In 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 item. Once 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 source. Unfortunately, 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 /* (1000, 5, 2015/08/26) */
It appears Ms. [redacted] did in fact call to report her card lost/stolen which shows this card was cancelled and the last date the old debit card was used was on 7/26/15. Then Ms. [redacted] called into the Contact Center and ordered a new debit card...

with [redacted] who ordered a brand new debit card which was ordered the next business day. All SLCCU's debit cards take 5-10 business days to receive in mail. It then appears the new debit card was activated 8 business days later on 8/11/15. There was a total of 15 transactions done with 2 different debit cards which we refunded on 8/25/15 for a total of $304.20 and 5 fees for a total of $90.00 was refunded back to the member's account. It appears since Ms. [redacted] states she didn't get the new card in the mail that someone else with her information activated the new card. We indicate someone in the household stole the card in possession and then stole the new card and made several everyday purchases over a few weeks period at [redacted] etc. Most fraud charges we see are very large purchase made very quickly but not in this case. Since she filed a police report we did refund all transactions and fees however she needs to ask someone in her household about the stolen cards because the new debit card was delivered to her address and activated by someone who knows her information. We here at SLCCU want our members to know that we truly care and value their membership with us and we hope Ms. [redacted] knows we did everything we could to stop the fraud but it is very strange that 2 different debit cards with 2 different numbers was used fraudulently over the past month. We do not feel comfortable ordering a new debit card at this time for this member due to this strange situation or until she knows who stole the cards from her house.

Complaint: [redacted]
I am rejecting this response because: I am the consumer and should be protected. The money should NOT be available for withdraw unless the check has fully cleared!!! I was under the assumption that it had, hence the initial HOLD on the check!  
Sincerely,
[redacted]

Ms [redacted] did a credit matters loan which begins with a balance of $600.00 Each time a payment is made funds are released. Nothing is added to the balance of the loan. It looks like Ms [redacted] spent the funds as they were released into the account so there are no additional funds at this time.