Sun Community Federal Credit Union

Review: On 10/11/2012, I purchased a brand new pick up from [redacted] & [redacted] in El Centro. The finance department locked in a payment amount and percentage, but could not give me the name of the financier due to the late evening purchase. The finance department indicated it would more than likely be [redacted]. I was very, very specific on my mailing address. On 11/28/2012, I contacted [redacted] of [redacted] & [redacted] to find out why I had not received payment information. On 11/29/2012 @ 1651, I received an email from Sun Community Bank loan clerk, [redacted]. This bank is over 60 miles away from my home. [redacted] email introduced himself and noted my situation of receiving no loan account information. He requested I contact the bank to correct the situation. On 11/30/2012, I contacted the Bank and asked to speak with [redacted] and was informed by the receptionist that she would help me as he was busy. I informed the operator of my situation. She indicated to mail in the payment, but the operator would not give me an account number, although she asked me to verify all my personal identifiers (SSN/DOB/Address). I requested to make an online payment, but she indicated they did not do that. I told her I was uncomfortable sending in a payment without an account number. I expressed my displeasure with the lack of cooperation and inaccessibility to make payment on monies I was totally responsible for. I was concerned about my credit score/history. I could not believe that this could not be resolved like I had done with all other previous vehicles I had financed. I relayed my mailing address, reiterating that I do not receive mail at my physical address. I waited and did not receive anything in the mail. On 12/05/2012, I emailed loan clerk [redacted]. I received an email the same day from Mr. [redacted] informing me that I would be receiving a statement this week, and offered his apology. I patiently waited. On 12/28/2012, I emailed [redacted] informing him that I still had not received a statement and indicated my worry of how this would affect my account. I received an email the same day indicating that he was informed due to circumstances (which were never disclosed to me), the best resolution would be to visit the nearest branch. I responded that I would be able to make it the following day. On 12/28/2012, I drove approximately 60 miles to the Broadway, El Centro location. Upon my arrival, I was informed that I was being accessed late charges and that due to the delinquency on the account and that it was possibly being reported to the credit bureau. I was extremely upset being that this was not my doing. I again reiterated my mailing address. I spoke with the on duty manager, whom could not reverse any of this, and I wrote a complaint on their form provided indicating only a portion of my concerns. I paid the total delinquent balance on the account which included the late fees, over $900.00 cash. On 01/10/2013, I received a loan coupon book from Sun Community. The late fees were later refunded and I did receive a call from the customer representativeOn 02/28/2013, I transferred my loan from the Sun Community to one of my hometown banks. I was totally dissatisfied and in disbelief with the communication of Sun Community. I have never in my life experienced anything like this before. My initial loan went from $32445.39 to $37,810.39 by the time I left Sun Community. (An increase of $5,364.)On 03/25/2013, I received a notice of insurance cancellation indicating that the premium charge of $6572.00, refund of $3,834.00. I immediately called the number on the letter and was shocked to find that I was charged for insurance, effective 10/11/2012. Tara, representative from loan insurance department, indicated that I had received letters in the mail. I informed them of everything that I had gone through and that I had never received their letters and that I had my own full coverage personal insurance with no lapses in coverage. She placed me on hold and contacted [redacted] to verify this. She requested I contact the company and have them fax proof to them. I immediately contacted [redacted] and faxed a letter of experience noting no lapses in policy since 08/29/2008-08/31/2013. Amelia from [redacted] stated that they could only provide my current lien holder, as of 02/28/2013, which was my hometown bank. The loan representative indicated she would be sending the information to her supervisor for a decision. On 04/09/2013, I contacted the loan department to inquire of the resolution. I advised her of my situation and she indicated there were no notes of the information I had provided to [redacted]. She did indicate that she seen the insurance information noting no lapse and that she would put in for a refund of the remaining balance $2,738.00 and to call back within 7-10 days to check the status of this refund and speak with the loan department. I inquired about the other $3,834.00 refund. She indicated to contact the loan department to verify the status and that it should have been processed. 04/09/2013, I contacted 760-337-4200, and was sent to the voicemail of [redacted]. I left a message but have not received any response. On 04/19/2013, during the course of my daily work, I came across the name of [redacted], website Superior Court of California, El Centro court calendar, noting felony charges for possession of controlled substance, use/under the influence of controlled substance and opium pipes; injections/smoking. This may be a coincidence, but I am really worried as this is thousands of dollars and if communication is this bad anything is possible. I am extremely upset and cant get any resolution from this bank to save my life. How is this legal that they can do this to me? I searched the internet today and dont know where else to turn. When will it end and how can this Bank continue to conduct business this way. The right foot doesnt know what theDesired Settlement: I would like to have them issue me a refund for the total amount of $6,572 and close all account information they have on me. Thier representative indicated processing takes 7-10 days but I have yet to recieve anything.My first contact with them was 3/27/2013 and then again on 04/09/2013, with no resolution.Thier letter indicates "The refund of unearned premium will be credited to your loan." I no longer have a loan with them and do not wish to have any further dealing with them.

Consumer

Response:

[redacted], The initial complaint was received by [redacted], community relations representative from Sun Community, and I received a call on Thursday, May 2, 2012. Mr. [redacted] acknowledged receipt of the complaint and indicated that a check for $6,595 would be issued and all accounts in my name would be closed. Mr. [redacted] expressed his apologies cordially and I felt he was truly sympathetic to the situation. We did not go into personnel details of why it was not issued prior or why I had not received a response to my previous requests. I received the check today in my post office box for the entire amount. I would like to express my sincerest gratitude to you for handling my case so promptly and professionally. I do not believe that I would have gotten the same results without the Revdex.com behind me. Thank you again! [redacted] P.O. Box 644 Winterhaven, CA 92283

Review: I [redacted] had a agreement of a payment past due on a car 2004 [redacted] and [redacted] told I [redacted] that he will give a call back regarding of the agreement of past due which he never did. September 20, 2013 tucker came for my car for a repo. I called sun community and spoke to [redacted] he had bad customer service I [redacted] was trying to explain the agreement I and [redacted]. [redacted] would be rude u would start talking to him and he would put me on hold everytime I was trying to speak. My sun [redacted] was trying to talk to him ad he would put him on hold also and was being rude and he hung up on him. Very bad custumer service. [redacted] and [redacted] are from collection department at sun cumminty cradit bankDesired Settlement: I have to pay 300 dlls for my repo and it wasnt my fault. That [redacted] didnt write down on his computer

Business

Response:

October 8, 2013

Revdex.com

Attn. [redacted]

4747 Vlewridge Ave. #220

San Diego, CA 92123

Re: Complaint [redacted]

We have received and carefully reviewed your letter of complaint dated September 24, 2013.

This latter Is an attempt to resolve the Issues you have Indicated.

Since the Incident, we have reviewed the facts of the complaint. The employees mentioned In

the c:omplaint have no recollection of speaking to the consumer on September 20, 2013 from

11:00 am to 12:00 pm, the alleged time frame of the phone c:all. Furthennore, our phone

records confirm this, as any known phone numbers of the consumer do not appear on the

report.

We have made many attempts to speak with the consumer via phone, however there was no

answer and we were unable to lesw a message. We have also attempted to make contact In

person With our member at her residence; however no one answered the door when we

knocked.

As a courtesy, we have waived the $300 fee Which Is the resolution the consumer Is seeking.

If you have any further questions please contact the Collections Department at [redacted].

Sincerely,

Sun Community Federal Credit Union

Collections Manager

Review: This was a billing issue that has turned into a huge customer service issue. I have tried calling this business and their call wait times are atrocious! I started in the queue at 22. Over 40 minutes later and I am now only caller 4. I am calling to get fraudulent ID Theft charges off of my account and I can't ahold of anyone there. I am not able to do a walk in as I live far away. I got ahold of someone there on this past Thursday, [redacted]. She told me that she does not have any authority to do anything about my account and she put me through to the branch manager's voicemail, [redacted]. I left a message and [redacted] has still not called me back. There are no other numbers listed to contact these people. They are also charging me frivolous 'non-activity fees', which I did not know about, nor did I receive any notice in the mail. Now my account is completely drained and I have doubts they will doing anything about it. My mom says we can't close the account unless we go in person. That is stupid! I live far away and I should be able to get someone on the phone and get all this taken care of and I shouldn't have to go through some round about way by going through a liaison such as the Revdex.com just to get a friggin response.Desired Settlement: I want these fraudulent ID theft charges taken off of my account. I want to know who, how and why these charges were even put on in the first place. I want to be refunded for the months of ID theft charges on my account. I also want these 'inactivity service charges' refunded on my account as I was not properly notified that such charges were going into effect. If they are unable to do this then I will file a complaint with the CFPB for consumer fraud from a credit union. I await my money.