Sun East Federal Credit Union

J??e 2015Dear [redacted] , Thank you for forwarding Revdex.com Complaint [redacted] to our attentionWe do not take dissatisfaction lightly, and we have closely reviewed this situationTo provide some history, the borrowers of this loan have been delinquent on their payments since loan inceptionAfter repeated delinquencies all throughout and 2012, the member’s car was repossessed in January of In response to an earlier Revdex.com complaint and what appeared to be cooperation and renewed commitment on our member’s part, the member's loan was rewritten in February to reduce the payments, and the car was returned to her for a second opportunity.Throughout and the loan was again continually delinquentPer our regulatory requirements, the member's loan was charged off in November of In response to the member’s complaint, we asked her to provide proof of the payments she claims Sun East did not postWhile reference numbers to payment attempts were provided, no proof was provided that any funds were actually charged to a credit card or debited from any accountAppropriate verification would include cancelled checks, bank statements or credit card statements showing the transactions, which has not been providedThe member provided several reference numbers, but none were related to funds that were actually received by Sun EastTo the best of our ability, we have matched the reference numbers provided by the member to the failed transactions.The following payment attempts were made via credit card, and the member’s card was declined:11/27/= $1,11/30/= $ 2,12/01/= $The member then attempted to make payments via a [redacted] CardSun East does not accept [redacted] Card, and these payments were rejected: 12/11/Ref # [redacted] 12/11/Ref # [redacted] 12/11/Ref # [redacted] The following payments were made through electronic bill pay after the loan charged offSince the loan no longer exists on the same system, a systematic payment through electronic bill pay for a charged off loan will failThe member was sent a letter in November of explaining that future payments would need to be made in cash or certified fundsA follphone call was also made to the cell number providedThe member claims to have not received any letters from us, but all mail is sent to the same address she lists on the complaint, and no mail has been returnedThese payments were therefore blocked through bill pay and were not debited from the member’s accounts:12/15/Ref # [redacted] 1/17/Ref # [redacted] 3/20/Ref # [redacted] 4/18/Ref# [redacted] 5/16/Ref# [redacted] The following reference number provided for what the member claims was a 2/14/payment was actually a reference number for a payment received and posted on 11/4/2/14/Ref # [redacted] If suitable proof is provided and we find that actual funds were received from the member and not posted by Sun East, I assure you we will take immediate action to remedy the situationAs of June 29, 2015, the member has not responded to our messages requesting more informationDue to the delinquency on the account and the charged off status of the loan, we have recently attempted repossession of the vehicle and it could not be locatedThe account has since been sent to an attorney for legal actionIf the member would like to avoid legal action, she has the option to return the car to Sun East voluntarily, or she can contact Sun East to make payment arrangements for the balance in full.We hope that this explanation clarifies any confusionIf you should have any additional questions, please do not hesitate to contact meSincerely,Nanci C SVP, Chief Operations Officer

Complaint: [redacted] I am rejecting this response because: [redacted] was assisting me and I need to contact her again! I have a lawsuit involving my vehicle and the repossession company Outlaw Towing Company came on to my property behind my house and took my vehicle when it is involved in court.My vehicle returned with a clear title! Regards, [redacted]

September 18, 2014Dear *** ***,
Thank you for forwarding Revdex.com Complaint *** to our attentionWe do not take dissatisfaction lightly, and we have closely reviewed this situationIn the original Depository Agreement and Disclosures provided to the member at account
opening, it is explained that per Regulation CC, when a deposit is made to an account, the funds may not be available immediatelyFor a deposit made at a Sun East ATM, funds will be available on the second business day after the day of the depositWhile we are sensitive to the inconvenience this may cause, this policy exists to protect both the member and Sun East from losses that can be incurred through ATM Fraud.On August 7, 2014, the member requested to opt in to our Courtesy Pay Privilege Plus service through an online request formThis service authorizes Sun East to pay debit and ATM transactions when there are not enough funds in the checking account to cover their transactionsThe Sun East web page where the request form is located clearly explains the charges that apply for the use of this serviceIn reviewing the account, we have found that all deposit holds, transactions, and Courtesy Pay fees are validThe Courtesy Pay fees totaled $175, and in return the member received a service providing access to needed funds on numerous occasions, even though her account balance was negativeBecause we value our member, we did issue a courtesy adjustment of $to apologize for any confusion she experiencedFor immediate access to funds, members are encouraged to visit any of our nine convenient branch locations to make a cash deposit.We hope that this explanation clarifies any confusionIf you should have any additional questions, please do not hesitate to contact me.Sincerely,
Nanci C
A SVP, Member Experience Officer

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sun East should change the "cash advance" wording on the credit card statementit makes no sense and I was under the impression that I was being charged for taking cash out on my credit card...which I would never do
thank you

In response to *** ***'s complaint, the Cash Advance Finance charges for paying off her credit card are referencing a Bill Consolidation Payoff she did in October 2016. When using our credit card to payoff another creditor, it is considered a cash transaction therefore it would receive
the finance charges for that specific type of transaction. *** *** mentioned in her complaint that she was paying $per month for finance charges. The amount of $she referenced on the statement for "interest charge for cash advances" is the interest amount owed for the December 2017 statement for those items she consolidated in October and had not been paid off. $was the amount accrued for that month until 12/26/2017, the day she made the payment. Very similar to the $she had been paying, but this amount was less because she made a payment before the statement closing date - based off of the current daily periodic rate.I have attached the Terms & Conditions from *** ***'s statement that are located on page 2. Her transaction was calculated based on Method A, therefore the interest charges are correct.Thank you,Florence ** D***SVP, Chief Operating Officer###-###-####

My 20, 2015Dear *** ***,Thank you for forwarding Revdex.com Complaint *** to our attentionWe do not take dissatisfaction lightly, and we have closely reviewed this situation.To provide some clarity on our process, Sun East systematically holds funds on the S(Savings) account when a member
falls delinquent on an associated loan until the payment is madeFunds are not held on S(checking) accounts, since they are transactional accountsFor some reason, this member has decided to use the Saccount as a transactional account instead of an S4.For additional clarification, a loan is considered delinquent the day after the payment due date is missed, and remains delinquent until the payment in full has posted to the accountThe grace period provides a window of time for the member to avoid a late fee and other punitive action, but the loan is still past due.Between March and June, the member only made two paymentsAt the end of June when the member placed the complaint, her loan was in fact, delinquentHer payment history was as follows:3/31/(Covered March payment)6/12/(Covered April payment)Our review has determined that the member’s funds were correctly held based on the delinquency of the accountPaying the full loan payment by the contractual due date will help the member to avoid this situation in the future.We hope that this explanation clarifies any confusionIf you should have any additional questions, please do not hesitate to contact me.Sincerely,Nanci C.SVP, Chief Operations Officer

September 18, 2014Dear *** ***,
Thank you for forwarding Revdex.com Complaint *** to our attentionWe do not take dissatisfaction lightly, and have addressed this issue immediatelyWe are working to develop a better approach to handling similar situations that may
arise.Prior to receiving this complaint, Peter M***, our VP of Lending received a call from this member and reassured him that the staff member who treated him unprofessionally would be addressedUpon investigation, we realized the member was correct; no payment should have been collected directly from him at that point in timeHis account was refunded the $immediatelyThe member was satisfied with that resolutionIn addition to correcting the situation and addressing the staff member involved, we have also re-educated the staff on how GAP coverage works in the event of a collisionThank you for bringing this matter to our attention, this does not represent the type of service that we strive to deliver.If you should have any additional questions, please do not hesitate to contact me.Sincerely,Nanci C
SVP/Member Experience Officer

Complaint: [redacted]
I am rejecting this response because:[redacted] was assisting me and I need to contact her again! I have a lawsuit involving my vehicle and the repossession company Outlaw Towing Company came on to my property behind my house and took my vehicle when it is involved in court.My vehicle returned with a clear title!
Regards,
[redacted]

J??e 29. 2015Dear [redacted],Thank you for forwarding Revdex.com Complaint [redacted] to our attention. We do not take dissatisfaction lightly, and we have closely reviewed this situation.To provide some history, the borrowers of this loan have been delinquent on their payments since loan inception....

After repeated delinquencies all throughout 2011 and 2012, the member’s car was repossessed in January of 2013. In response to an earlier Revdex.com complaint and what appeared to be cooperation and renewed commitment on our member’s part, the member's loan was rewritten in February 2013 to reduce the payments, and the car was returned to her for a second opportunity.Throughout 2013 and 2014 the loan was again continually delinquent. Per our regulatory requirements, the member's loan was charged off in November of 2014.In response to the member’s complaint, we asked her to provide proof of the payments she claims Sun East did not post. While reference numbers to payment attempts were provided, no proof was provided that any funds were actually charged to a credit card or debited from any account. Appropriate verification would include cancelled checks, bank statements or credit card statements showing the transactions, which has not been provided.The member provided several reference numbers, but none were related to funds that were actually received by Sun East. To the best of our ability, we have matched the reference numbers provided by the member to the failed transactions.The following payment attempts were made via credit card, and the member’s card was declined:11/27/13 = $1,848.04 11/30/13 = $ 2,772.06 12/01/13 = $942.02The member then attempted to make payments via a [redacted] Card. Sun East does not accept [redacted] Card, and these payments were rejected:12/11/14 Ref # [redacted] 12/11/14 Ref # [redacted] 12/11/14 Ref # [redacted]The following payments were made through electronic bill pay after the loan charged off. Since the loan no longer exists on the same system, a systematic payment through electronic bill pay for a charged off loan will fail. The member was sent a letter in November of 2014 explaining that future payments would need to be made in cash or certified funds. A follow-up phone call was also made to the cell number provided. The member claims to have not received any letters from us, but all mail is sent to the same address she lists on the complaint, and no mail has been returned.These payments were therefore blocked through bill pay and were not debited from the member’s accounts:12/15/14 Ref # [redacted] 1/17/15 Ref # [redacted] 3/20/15 Ref # [redacted] 4/18/15 Ref# [redacted] 5/16/15 Ref# [redacted]The following reference number provided for what the member claims was a 2/14/15 payment was actually a reference number for a payment received and posted on 11/4/2014.2/14/15 Ref # [redacted] If suitable proof is provided and we find that actual funds were received from the member and not posted by Sun East, I assure you we will take immediate action to remedy the situation. As of June 29, 2015, the member has not responded to our messages requesting more information.Due to the delinquency on the account and the charged off status of the loan, we have recently attempted repossession of the vehicle and it could not be located. The account has since been sent to an attorney for legal action. If the member would like to avoid legal action, she has the option to return the car to Sun East voluntarily, or she can contact Sun East to make payment arrangements for the balance in full.We hope that this explanation clarifies any confusion. If you should have any additional questions, please do not hesitate to contact me.Sincerely,Nanci CSVP, Chief Operations Officer

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

J??e 29. 2015Dear [redacted],
Thank you for forwarding Revdex.com Complaint [redacted] to our attention. We do not take dissatisfaction lightly, and we have closely reviewed this situation.
To provide some history, the borrowers of this loan have been delinquent on their...

payments since loan inception. After repeated delinquencies all throughout 2011 and 2012, the member’s car was repossessed in January of 2013. In response to an earlier Revdex.com complaint and what appeared to be cooperation and renewed commitment on our member’s part, the member's loan was rewritten in February 2013 to reduce the payments, and the car was returned to her for a second opportunity.Throughout 2013 and 2014 the loan was again continually delinquent. Per our regulatory requirements, the member's loan was charged off in November of 2014.
In response to the member’s complaint, we asked her to provide proof of the payments she claims Sun East did not post. While reference numbers to payment attempts were provided, no proof was provided that any funds were actually charged to a credit card or debited from any account. Appropriate verification would include cancelled checks, bank statements or credit card statements showing the transactions, which has not been provided.
The member provided several reference numbers, but none were related to funds that were actually received by Sun East. To the best of our ability, we have matched the reference numbers provided by the member to the failed transactions.The following payment attempts were made via credit card, and the member’s card was declined:11/27/13 = $1,848.04 11/30/13 = $ 2,772.06 12/01/13 = $942.02
The member then attempted to make payments via a [redacted] Card. Sun East does not accept [redacted] Card, and these payments were rejected:
12/11/14 Ref # [redacted] 12/11/14 Ref # [redacted] 12/11/14 Ref # [redacted]
The following payments were made through electronic bill pay after the loan charged off. Since the loan no longer exists on the same system, a systematic payment through electronic bill pay for a charged off loan will fail. The member was sent a letter in November of 2014 explaining that future payments would need to be made in cash or certified funds. A follow-up phone call was also made to the cell number provided. The member claims to have not received any letters from us, but all mail is sent to the same address she lists on the complaint, and no mail has been returned.
These payments were therefore blocked through bill pay and were not debited from the member’s accounts:12/15/14 Ref # [redacted] 1/17/15 Ref # [redacted] 3/20/15 Ref # [redacted] 4/18/15 Ref# [redacted] 5/16/15 Ref# [redacted]
The following reference number provided for what the member claims was a 2/14/15 payment was actually a reference number for a payment received and posted on 11/4/2014.
2/14/15 Ref # [redacted] If suitable proof is provided and we find that actual funds were received from the member and not posted by Sun East, I assure you we will take immediate action to remedy the situation. As of June 29, 2015, the member has not responded to our messages requesting more information.
Due to the delinquency on the account and the charged off status of the loan, we have recently attempted repossession of the vehicle and it could not be located. The account has since been sent to an attorney for legal action. If the member would like to avoid legal action, she has the option to return the car to Sun East voluntarily, or she can contact Sun East to make payment arrangements for the balance in full.We hope that this explanation clarifies any confusion. If you should have any additional questions, please do not hesitate to contact me.
Sincerely,Nanci C
SVP, Chief Operations Officer

My 20, 2015Dear [redacted],Thank you for forwarding Revdex.com Complaint [redacted] to our attention. We do not take dissatisfaction lightly, and we have closely reviewed this situation.To provide some clarity on our process, Sun East systematically holds funds on the S1 (Savings)...

account when a member falls delinquent on an associated loan until the payment is made. Funds are not held on S4 (checking) accounts, since they are transactional accounts. For some reason, this member has decided to use the S1 account as a transactional account instead of an S4.For additional clarification, a loan is considered delinquent the day after the payment due date is missed, and remains delinquent until the payment in full has posted to the account. The grace period provides a window of time for the member to avoid a late fee and other punitive action, but the loan is still past due.Between March and June, the member only made two payments. At the end of June when the member placed the complaint, her loan was in fact, delinquent. Her payment history was as follows:3/31/15 (Covered March payment)6/12/15 (Covered April payment)Our review has determined that the member’s funds were correctly held based on the delinquency of the account. Paying the full loan payment by the contractual due date will help the member to avoid this situation in the future.We hope that this explanation clarifies any confusion. If you should have any additional questions, please do not hesitate to contact me.Sincerely,
Nanci C.
SVP, Chief Operations Officer

Complaint: [redacted]
I am rejecting this response because:
[redacted] was assisting me and I need to contact her again! I have a lawsuit involving my vehicle and the repossession company Outlaw Towing Company came on to my property behind my house and took my vehicle when it is involved in court.
My vehicle returned with a clear title!
Regards,
[redacted]

Review: I bank with Suneast Federal credit union, on the morning of September 3, 2014 I went to the bank and deposited $340 cash through the ATM, that same day I use my bank card and purchase some things and the day after. After few day I check my account and it read I had -172 in my account. I call the bank and was told that if you deposit cash through the ATM, they hold it for two business days, and I told the lady I was not aware of that, I was told it was in the paper are sign when I open my account. after going back and forth with them their bank manager credited my account for only $70, and not the whole amount of the $172.88 I need help getting my money back, because all bank don't hold your money you deposit through an ATM. Thanks [redacted] ###-###-####Desired Settlement: $172.88

Business

Response:

September 18, 2014Dear [redacted],Thank you for forwarding Revdex.com Complaint [redacted] to our attention. We do not take dissatisfaction lightly, and we have closely reviewed this situation.In the original Depository Agreement and Disclosures provided to the member at account opening, it is explained that per Regulation CC, when a deposit is made to an account, the funds may not be available immediately. For a deposit made at a Sun East ATM, funds will be available on the second business day after the day of the deposit. While we are sensitive to the inconvenience this may cause, this policy exists to protect both the member and Sun East from losses that can be incurred through ATM Fraud.On August 7, 2014, the member requested to opt in to our Courtesy Pay Privilege Plus service through an online request form. This service authorizes Sun East to pay debit and ATM transactions when there are not enough funds in the checking account to cover their transactions. The Sun East web page where the request form is located clearly explains the charges that apply for the use of this service.In reviewing the account, we have found that all deposit holds, transactions, and Courtesy Pay fees are valid. The Courtesy Pay fees totaled $175, and in return the member received a service providing access to needed funds on numerous occasions, even though her account balance was negative.Because we value our member, we did issue a courtesy adjustment of $70 to apologize for any confusion she experienced. For immediate access to funds, members are encouraged to visit any of our nine convenient branch locations to make a cash deposit.We hope that this explanation clarifies any confusion. If you should have any additional questions, please do not hesitate to contact me.Sincerely,Nanci CA SVP, Member Experience Officer

Review: I currently have an auto loan through sun east federal credit union, on 8/20/14 my car was involved in a total loss from a MVA. Sun east refused to give the tittle to progressive, which has faulted in sun east not getting payment, after calling and speaking with Dora a letter was sent to progressive.

When asked about the GAP insurance on my car, Dora was confused and gave me the info of the person who is working on it, after asking Dora a few questions Dora become nasty, UN-pleasant and dis-respectfully. Dora claimed I still need to make my payments even though [redacted] has sent a check for nearly $12,000 and GAP insurance is on the Car. I will never do business with this credit union, and I fully believe Dora needs to be coached in professionalism. Dora also claims that no sun east customer has ever had a gap claim and that I am the 1st.Desired Settlement: I want Sun east to leave me alone, and take care of the paper work as they should, through GAP and the insurance company. For $1,350 left after the insurance check there should be no reason why Gap should not be taken care of. I dont want to do business with this bank anymore.

Business

Response:

September 18, 2014Dear [redacted], Thank you for forwarding Revdex.com Complaint [redacted] to our attention. We do not take dissatisfaction lightly, and have addressed this issue immediately. We are working to develop a better approach to handling similar situations that may arise.Prior to receiving this complaint, Peter M[redacted], our VP of Lending received a call from this member and reassured him that the staff member who treated him unprofessionally would be addressed. Upon investigation, we realized the member was correct; no payment should have been collected directly from him at that point in time. His account was refunded the $239.26 immediately. The member was satisfied with that resolution.In addition to correcting the situation and addressing the staff member involved, we have also re-educated the staff on how GAP coverage works in the event of a collision.Thank you for bringing this matter to our attention, this does not represent the type of service that we strive to deliver.If you should have any additional questions, please do not hesitate to contact me.Sincerely,Nanci CSVP/Member Experience Officer

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,